This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.
The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users running Windows 10 personal computers (PCs) and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs focus on a broad range of technical issues for Windows operating systems (OSs), devices, cloud services, applications, networking, and hardware support. In the overarching scenario, if an Enterprise offers the service, the EDST is asked to support it.
The key responsibilities include resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization. Some other key responsibilities include local and remote network access; access to applications, access to data and printers; authentication, Endpoint security and policy; OS and data recovery.
It is important that delegates have a good working knowledge of Windows 10, its interface and its features before attending this course. This may be obtained by attending MD100.
Additional required pre-requisites:
After completing this course, students will be able to:
Module 1: Implementing a Troubleshooting Methodology
This module introduces the new Windows 10 operating system features and devices; it also describes the process of developing and applying a Windows 10 troubleshooting methodology.
Lessons
Lab : Using Troubleshooting Tools
Module 2: Troubleshooting Startup Issues
This module describes how to identify and troubleshoot startup issues that affect—and problematic services that run on—a Windows 10 operating system. This module introduces potential problems that can cause startup issues in Windows 10. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data (BCD).
Lessons
Lab : Troubleshooting Startup Issues
Lab : Recovering BitLocker-Encrypted Drives
Module 3: Performing System Recovery
This module describes how to resolve issues related to operating system services and how to recover a computer.
Lessons
Lab : Performing System Recovery
Module 4: Troubleshooting Hardware and Device Drivers
This module explains how to resolve issues related to device drivers and hardware devices.
Lessons
Lab : Troubleshooting Hardware and Device Driver Issues
Module 5: Administering Windows 10
This module describes how to use the various administration tools in Windows 10 to resolve issues. It describes the features and functionalities of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell.
Lessons
Lab : Troubleshooting Remote Computers Through Remote Desktop
Lab : Troubleshooting a Remote Computer By Using Windows PowerShell
Module 6: Resolving Issues with Network Connectivity
This module explains how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.
Lessons
Lab : Resolving Network Connectivity Issues
Module 7: Troubleshooting Group Policy
This module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.
Lessons
Lab : Troubleshooting Issues with Group Policy Application
Module 8: Configuring and Troubleshooting User Settings
This module describes the common sign-in issues, how to detect them, and how to troubleshoot these issues. The module also provides an overview of user account types that are supported by Windows 10 and how authentication works for those accounts.
Lessons
Lab : Troubleshooting Sign-In Issues
Lab : Configuring and Troubleshooting the Application of User Settings
Module 9: Troubleshooting Remote Connectivity
This module provides an overview of Remote Access and describes how to troubleshoot issues with VPN connectivity.
Lessons
Lab : Troubleshooting VPN Connectivity
Module 10: Configuring and Troubleshooting Resource Access
This module describes how to troubleshoot issues with file permissions and printer access. It also describes how to configure and manage file synchronization and file recovery in Windows 10.
Lessons
Lab : Troubleshooting File-Access Issues
Lab : Troubleshooting Printer Issues
Lab : Configuring and Troubleshooting File Synchronization
Lab : Recovering data
Module 11: Troubleshooting Applications
This module explains how to troubleshoot application installation-issues and problems in desktop and Microsoft Store apps. This module also describes how to resolve issues with Internet Explorer and Microsoft Edge browsers.
Lessons
Lab : Troubleshooting Desktop Apps
Lab : Provisioning a Kiosk device
Module 12: Maintaining Windows 10
This module describes how to troubleshoot activation and performance issues in Windows 10. It also explains how to apply and troubleshoot Windows updates.
Lessons
Lab : Maintaining Windows 10
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