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10982 Supporting and Troubleshooting Windows 10

This is a 5-day ILT course that 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.
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Overview

This is a 5-day ILT course that 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.

Prerequisites

In addition to their professional experience, students who attend this training should already have the following technical knowledge:

  • 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 2016 fundamentals.
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

Who Should Attend?

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 following exams will also benefit from this course:

  • 70-697, Configuring Windows Devices
  • 70-698, Installing and Configuring Windows 10

Course Outline

  • Overview of Windows 10
  • Introduction to the EDST Job Role
  • Overview of the Troubleshooting Steps
  • Troubleshooting Tools

Lab: Using Troubleshooting Tools

  • Overview of the Windows 10 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Recovering BitLocker-Protected Drives
  • Configuring the Registry

Lab: Troubleshooting Startup Issues
Lab: Recovering BitLocker-Encrypted Drives

  • Troubleshooting Operating System Service Issues
  • Recovering a Computer

Lab: Performing System Recovery

  • Troubleshooting Device Drivers Failures
  • Overview of Hardware Troubleshooting

Lab: Troubleshooting Hardware and Device Driver Issues

  • Overview of Administration Tools
  • Using Remote Desktop
  • Introduction to Windows PowerShell
  • Remoting with Windows PowerShell
  • Introduction to Provisioning

Lab: Troubleshooting Remote Computers Through Remote Desktop
Lab: Troubleshooting a Remote Computer By Using Windows PowerShell

  • Determining Network Settings
  • Troubleshooting Network Connectivity
  • Troubleshooting Name Resolution

Lab: Resolving Network Connectivity Issues

  • Overview of Group Policy Application
  • Resolving Client-Configuration Failures and GPO Application Issues

Lab: Troubleshooting Issues with Group Policy Application

  • Troubleshooting Sign-In Issues
  • Troubleshooting the Application of User Settings

Lab: Troubleshooting Sign-In Issues
Lab: Configuring and Troubleshooting the Application of User Settings

  • Overview of Remote Access
  • Troubleshooting Issues with VPN Connectivity

Lab: Troubleshooting VPN Connectivity

  • Troubleshooting File Permissions Issues
  • Troubleshooting Issues with Printer Access
  • Configuring and Troubleshooting File Synchronization
  • Performing file recovery in Windows 10

Lab: Troubleshooting File-Access Issue
Lab: Troubleshooting Printer Issues
Lab: Configuring and Troubleshooting File Synchronization
Lab: Recovering data

  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Universal Windows Apps

Lab: Troubleshooting Desktop Apps
Lab: Provisioning a Kiosk device

  • Monitoring and Troubleshooting Computer Performance
  • Applying Applications and Windows Updates

Lab: Maintaining Windows 10

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