This Microsoft official Windows 7 training course is available at various training venues throughout the UK.
This course can also be delivered onsite as an exclusive course. For more information or to request a quote, please email enquiries@itsgroup.org.uk.
The Course
This three-day instructor-led course will teach IT Professionals, experienced with Microsoft Windows XP and Windows Vista in a Tier 2 support environment, how to support the operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment
Who Should Attend
The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. 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.
Pre-requisites
Before attending this course, students must have:
- Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
- Microsoft Active Directory principles and management
- Microsoft Windows Server 2008 fundamentals
- Microsoft Windows Client fundamentals
- Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system
Outline
Module 1: Resolving Startup Issues
This module describes how to identify and troubleshoot issues that affect the operating system’s ability to start, and how to identify problematic services that are running on the operating system. It also describes how to use the Microsoft Windows 7 operating system advanced troubleshooting tools, collectively known as the Microsoft Windows Recovery Environment (Windows RE).
Lesson
- Overview of the Windows 7 Recovery Environment
- Configuring and Troubleshooting Startup Settings
- Troubleshooting Issues with Operating System Services
Lab: Installing and Configuring Windows 7
- Resolving a Startup Problem
After completing this module, students will be able to:
- Use Windows 7 recovery tools to troubleshoot startup problems
- Configure and troubleshoot startup settings.
- Troubleshoot operating system services.
Module 2: Using Group Policy to Centralize Configuration
This module explains how Group Policy works and how to identify when an organization is not applying Group Policy objects (GPOs) properly.
Lessons
- Overview of Group Policy Application
- Resolving Client Configuration Failures and GPO Application Issues
Lab : Using Group Policy to Centralize Configuration
- Resolve Group Policy Application No. 1
After completing this module, students will be able to:
- Describe Group Policy application.
- Troubleshoot client configuration failures and GPO application issues.
Module 3: Resolving Issues for Hardware Devices and Device Drivers
This module explains how to troubleshoot hardware failures, and details physical hardware failures and those of drivers for hardware devices.
Lessons
- Overview of Hardware Troubleshooting
- Troubleshooting Physical Failures
- Troubleshooting Failures of Device Drivers
Lab : Resolving Issues for Hardware Devices and Device Drivers
- Resolving Hardware Issues
- Configuring Group Policy to Control Device Installation
- Checking for Unsigned Drivers
After completing this module, students will be able to:
- Identify basic issues with hardware.
- Determine problems relating to hardware failures.
- Determine problems that device drivers cause.
Module 4: Resolving Network Connectivity Issues
This module explains how to configure and troubleshoot both wired and wireless network connections.
Lessons
- Determining Network Settings
- Troubleshooting Issues with Network Connectivity
Lab : Resolving Network Connectivity Issues
- Resolving a Network Problem
After completing this module, students will be able to:
- Determine the network configuration of client computers.
- Troubleshoot network connections.
Module 5: Resolving Remote Connectivity Issues
This module explains how to configure and troubleshoot technologies that enable remote users to connect to an organization’s network infrastructure. These technologies can include virtual private networks (VPNs), Network Access Protection (NAP), and Windows 7 DirectAccess.
Lessons
- Troubleshooting VPN Connectivity Issues
- Using Remote Desktop
- Troubleshooting User Issues by Using Remote Assistance
- Troubleshooting NAP Issues
- Troubleshooting DirectAccess Issues
Lab : Resolving Remote Connectivity Issues
- Resolving a Remote Connectivity Problem
After completing this module, students will be able to:
- Configure and troubleshoot VPN connections.
- Use Remote Desktop.
- Use Remote Assistance.
- Troubleshoot NAP issues.
- Troubleshoot DirectAccess issues.
Module 6: Resolving Issues with Logon and Resource Access
This module explains how to troubleshoot and resolve logon issues related to user profiles, file access, and printer access.
Lessons
- Troubleshooting Issues with User Logon
- Troubleshooting Issues with User Profiles
- Troubleshooting Issues with File Access
- Troubleshooting Issues with Printer Access
Lab : Resolving Issues with Logon and Resource Access
- Troubleshooting Offline Files
- Troubleshooting a Missing Drive Mapping
- Troubleshooting Missing Files in My Documents
After completing this module, students will be able to:
- Troubleshoot issues relating to user logons.
- Troubleshoot issues relating to user profiles.
- Troubleshoot issues relating to file access.
- Troubleshoot issues relating to printer access.
Module 7: Resolving Issues Related to Security
This module describes how to use the monitoring and configuration tools to obtain information about Windows 7 performance and how to troubleshoot performance and reliability problems.
Lessons
- Recovering Files Encrypted by EFS
- Recovering Drives Encrypted by BitLocker
- Troubleshooting Issues with Internet Explorer and Content Access
- Troubleshooting Issues with File Permissions
Lab : Resolving Issues Related to Security
- Recovering a BitLocker Encrypted Drive
- Resolving a Security Issue in Internet Explorer
- Troubleshooting a File Access Problem
After completing this module, students will be able to:
- Recover files encrypted by EFS.
- Recover drives encrypted by BitLocker.
- Troubleshoot issues with Internet Explorer and content access.
- Troubleshoot issues with file permissions.
Module 8: Resolving Issues Related to Operating Systems and Applications
This module explains how to support the installation and operations of applications. It also addresses how to ensure that applications continue to function correctly and prevent security issues by applying updates in a timely way.
Lessons
- Troubleshooting Issues with Application Installation
- Troubleshooting Issues with Application Operations
- Applying Application and Windows Updates
Lab : Resolving Issues Related to Operating Systems and Applications
- Troubleshooting Application Installation
- Troubleshooting Windows Updates
- Troubleshooting AppLocker Policy Application
- Troubleshooting Application Startup
After completing this module, students will be able to:
- Troubleshoot issues with application installation.
- Troubleshoot issues with application operations.
- Apply application and Microsoft Windows updates.
Module 9: Resolving Performance-Related Issues
This module explains how to conduct proactive monitoring of your Microsoft Windows 7 computers to avoid performance-related problems. It also covers supporting users by optimizing Windows 7, and how to collect and interpret data that pertains to performance characteristics.
Lessons
- Configuring Performance Options in Windows 7
- Monitoring Reliability and Performance
- Overview of Event Viewer
Lab : Resolving Performance-Related Issues
- Exercise: Resolving a Performance Problem
After completing this module, students will be able to:
- Configure performance options in Windows 7.
- Monitor reliability and performance of Windows 7 computers.
- Use Event Viewer to identify and help resolve problems with Windows 7 computers.
Module 10: Appendix A: Implementing a Troubleshooting Methodology
This supplementary material / optional Module covers the responsibilities of an enterprise desktop support technician (EDST), the benefits of developing a troubleshooting methodology, and the benefits of following the procedures laid down in that methodology.
Lessons
- Introduction to the Enterprise Desktop Support Technician Job Role
- Overview of Troubleshooting Steps
After completing this module, students will be able to:
- Describe the job role of the EDST.
- Describe the steps of a typical troubleshooting methodology.
This Microsoft official Windows 7 training course can be delivered onsite as an exclusive course.
For more information or to request a quote, please email enquiries@itsgroup.org.uk.