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Course 10982: Supporting and Troubleshooting Windows 10

Duration: 90-days online access
ILT Classroom: 5 days
Audience: IT Professionals
Certification: MCSA
Exam: 70-697
Level: 300

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Overview

About this course
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. 

Audience profile
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.

The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Students who seek certification in the 70-697, Windows 10 Configuring exam will also benefit from this course.

At course completion

After completing this course, students will be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 10.
  • Troubleshoot startup issues and operating system services on a Windows 10 PC.
  • Resolve issues that pertain to hardware devices and device drivers.
  • Troubleshoot Windows 10 devices remotely.
  • Troubleshoot issues that pertain to network connectivity.
  • Troubleshoot client configuration failures and issues with application of Group Policy Objects.
  • Troubleshoot issues related to user settings.
  • Troubleshoot remote connectivity issues.
  • Resolve issues related to accessing resources from devices that are domain-joined.
  • Resolve issues related to accessing resources from devices that are not domain-joined.
  • Troubleshoot issues that pertain to application installation and operation.
  • Maintain a device running Windows 10.
  • Recover a device running Windows 10.

Pre-requisites
Before attending this course, students must have:

  • Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS).
  • Microsoft Active Directory Domain Services (AD DS) principles.
  • Understanding of the Public Key Infrastructure (PKI) components.
  • Windows Server 2012 R2 fundamentals.
  • Experience with Windows 10 or knowledge from courses 20697-1 and 20697-2.

Course Outline

  • Module 1: Implementing a Troubleshooting Methodology
    This module explains how to describe the processes involved in establishing and using a troubleshooting methodology. Module also covers various Windows 10 fundamentals, high level architecture and often used troubleshooting tools.
  • Module 2: Troubleshooting Startup Issues
    This module describes how to identify and troubleshoot issues that affect the Windows 10 operating system’s ability to start, and how to identify problematic services that run on the operating system. It also describes how to use the Windows 10 advanced troubleshooting tools, collectively known as the Windows Recovery Environment (Windows RE).
  • Module 3: Troubleshooting Hardware and Device Drivers
    This module explains how to support users that utilize a multitude of devices that run Windows 10. It will also describe how an operating system uses device drivers, and how you can troubleshoot hardware devices and device drivers. The module also covers how to monitor the reliability of a Windows 10 device and troubleshoot any issue that might occur.
  • Module 4: Troubleshooting Remote Computers
    This module explores three ways in which you can remotely connect to and manage remote computers: Remote Desktop, Windows Remote Assistance, and Windows PowerShell remoting.
  • Module 5: Resolving Issues with Network Connectivity Issues
    This module explains the tools that you can use to set up and troubleshoot both wired and wireless network connections more efficiently. This module also explains how to support your organization’s network infrastructure, and how to use these tools to configure and troubleshoot network connections.
  • Module 6: Troubleshooting Group Policy
    This module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.
  • Module 7: Troubleshooting User Settings
    In this module, you will examine issues that can occur when users sign in, and you will also learn about how to troubleshoot the application of user settings.
  • Module 8: Troubleshooting Remote Connectivity
    This module explains these technologies, describes common problems with their implementation and usage, and provides several possible mitigations for those problems.
  • Module 9: Troubleshooting Resource Access Within a Domain
    This module explains how to resolve problems of resource access from computers that are domain members. It explains how to troubleshoot file permission issues, encrypting file system (EFS) and printer access issues.
  • Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
    This module explains how to enable students to resolve problems of resource access from computers that are not domain-joined.
  • Module 11: Troubleshooting Applications
    This module examines the issues, including application compatibility issues that affect a user’s ability to install and run these two types of applications. This module also covers how users can resolve web browser related issues, specifically issues associated with both Internet Explorer and Microsoft Edge.
  • Module 12: Maintaining Windows 10
    This module discusses how to provide for the ongoing maintenance of Windows 10 operating systems.
  • Module 13: Recovering Data and Operating System
    This module explains how to use file recovery and troubleshoot deleted files. It also covers how to recover a Windows 10 computer.

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