Supporting Windows 8.1 Training Course
This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1.
Course 20688: Supporting Windows 8.1 is primarily intended for the Enterprise Device Support Technician (EDST), who provide Tier 2 support to users running Windows desktops and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs are experienced IT Professionals who focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support. Key responsibilities include resolving technical issues pertaining to Windows installation and migration, activation, performance, profiles, settings and device synchronization, local and remote network access, access to applications, access to data and printers, authentication, endpoint security and policy, operating system and data recovery.
EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of desktops and devices, installing and testing line-of-business applications on these devices, and physically making changes to user devices or re-images as required.
Module 1: Implementing a Troubleshooting Methodology
This module provides an introduction to the Windows 8.1 system architecture and explains how to identify the common troubleshooting scenarios. The module also provides an overview of a typical troubleshooting process.
Module 2: Troubleshooting Startup Issues
This module provides an overview of the Windows 8.1 startup recovery environment and explains how to troubleshoot startup settings and issues. The module also describes how to recover BitLocker-operated drives.
Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to troubleshoot hardware issues, physical failures, and device driver failures. It also describes how to monitor reliability and configure the registry.
Module 4: Troubleshooting Remote Computers
This module describes how to perform remote troubleshooting by using Windows 8.1 features such as Remote Desktop, Remote Assistance, and Windows PowerShell remoting.
Module 5: Resolving Network Connectivity Issues
This module explains how to identify network settings and troubleshoot network connectivity issues in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.
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
This module describes how to troubleshoot sign-in issues and issues in the application of user settings.
Module 8: Configuring and Troubleshooting Remote Connectivity
This module describes how to troubleshoot issues in VPN connectivity, NAP, and DirectAccess.
Module 9: Troubleshooting Resource Access within a Domain
This module explains how to troubleshoot issues in file access and permissions. It also describes how to resolve printer access issues.
Module 10: Configuring and Troubleshooting Resource Access for Clients That Are Not Domain Members
This module describes how to configure and troubleshoot Workplace Join, Work Folders, and OneDrive Access.
Module 11: Troubleshooting Applications
This module explains how to troubleshoot application installation issues and problems in desktop and Windows store apps. The module also describes how to resolve issues in Internet Explorer and Client Hyper-V.
Module 12: Maintaining Windows 8.1
This module describe how to troubleshoot activation issues and configure performance options in Windows 8.1. It also explains how to protect a Windows 8.1 system from malware and viruses and how to apply application and Windows updates.
Module 13: Recovering Windows 8.1
This modules explains how to restore files and recover a Windows 8.1 system.
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