Windows 10 for Support Professionals

This course is designed to provide learners with the knowledge and skills required to support Windows 10 desktops and devices in a Windows Server domain corporate environment.

Audience profile
The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 1 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.

This 2-day class is a shortened version of the Microsoft Official 10982 Course "Supporting and Troubleshooting Windows 10." Tier 2 support professionals needing a more complete background in the product should take the 5-day course. Tier 1 support people should take this shortened class. Software Assurance Training Vouchers (SATVs) may be used to pay for either course.

Note: Windows 10 has many similarities to Windows 7 and Windows 8. If you've been acting in a support role for those products, please study the outline carefully as some clients have felt that there were many topics that overlapped with their existing knowledge. If you are in a similar situation, this class might be inappropriate. However, if you are new to support and have not supported Windows 7 or Windows 8, this class might be right for you.

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

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 related to hardware devices and device drivers.
• Troubleshoot Windows 10 PCs remotely.
• Troubleshoot issues related to network connectivity.
• Troubleshoot issues related to user settings.

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.
Lesson

• Overview of Windows 10
• Introduction to the EDST Job Role
• Overview of the Troubleshooting Steps
• Troubleshooting Tools
• Lab : Implementing a Troubleshooting Methodology
• Implementing a Troubleshooting Methodology
• Lab : Using Troubleshooting Tools for Windows 10
• Using Troubleshooting Tools

Module 2: Troubleshooting Startup Issues
This module explains how to enable students to troubleshoot startup issues and OS services on a computer with Windows 10 installed. 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).
Lesson

• Overview of the Windows 10 Startup Recovery Environment
• Troubleshooting Startup Settings
• Troubleshooting Operating System Services Issues
• Recovering BitLocker-Protected Drives
• Lab : Troubleshooting Startup Issues
• Resolving a Startup Problem (1)
• Resolving a Startup Problem (2)
• Resolving a Startup Problem (3)
• Lab : Recovering BitLocker-Encrypted Drives
• Recovering a BitLocker-Encrypted Drive
• Creating a New BitLocker Password

Module 3: Troubleshooting Hardware and Device Drivers
This module explains how to enable students to resolve issues related to device drivers and hardware devices.
Lesson

• Troubleshooting Device Driver Failures
• Overview of Hardware Troubleshooting
• Troubleshooting Physical Failures
• Monitoring Reliability
• Configuring the Registry
• Lab : Troubleshooting Device Driver Issues
• Resolving Hardware Issues
• Configuring Group Policy Settings to Control Device Installation
• Adding a Missing Device Driver to a Driver Store
• Reverting a Problematic Device Driver
• Lab : Troubleshooting Hardware Issues
• Diagnosing Memory
• SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
• Accessing Data on a Foreign Volume

Module 4: Troubleshooting Remote Computers
This module covers how to troubleshoot a remote Windows 10 computer by using Remote Desktop (RD), Windows Remote Assistance and Windows PowerShell remoting.
Lesson

• Using Remote Desktop
• Using Remote Assistance
• Remoting with Windows PowerShell
• Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
• Using Remote Desktop
• Using Remote Assistance
• Lab : Troubleshooting Remote Computer by using Windows PowerShell
• Using Windows PowerShell Remoting

Module 5: Resolving Network Connectivity Issues
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.
Lesson

• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution
• Lab : Resolving Network Connectivity Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Troubleshooting a Wireless Network
• Lab : Resolving Name Resolution Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Resolving a Network Problem (3)