Thanks in great part to technical developments and significant operational changes in businesses, the IT support sector is experiencing rapid change. The need for IT professionals has skyrocketed as digitalization takes center stage worldwide. Companies, especially those in the framework of remote work, depend more than ever on the knowledge of these experts to guarantee operational continuity and control the complexity of distributed IT systems. From cybersecurity to cloud management, this has created more demand for qualified workers in several spheres. The sector also faces major difficulties at the same time, including a skill gap.