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Windows 10 for Support Professionals - 10SP

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Windows 10 for Support Professionals - 10SP Course Outline

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.

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.

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 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.
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).
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.
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.
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.
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)

Module 7: Troubleshooting User Settings
This module explains the cause of sign in problems in order to detect the issues and how to troubleshoot them.
Troubleshooting Sign In Issues
Troubleshooting the Application of User Settings
Lab : Troubleshooting Sign in Problems
Resolving Sign in Problem (1)
Resolving Sign in Problem (2)
Resolving Sign in Problem (3)
Lab : Troubleshooting the Application of User Settings
Resolving Folder Redirection Problem
Resolving Roaming User Profile Problem

View outline in Word


Attend hands-on, instructor-led Windows 10 for Support Professionals - 10SP training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Windows 10 Courses and select the one that's right for you.


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