Troubleshooting and technical support course
Practical course - 20d
- 140h00 - Ref. ZTB
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 | Diagnose hardware, operating system, software and network malfunctions |
| Troubleshoot equipment using a step-by-step procedure |
| Maintain a history of interventions |
| Provide efficient technical support |
Intended audience
IT technicians and professionals wishing to specialize in the management of computer systems and networks.
Prerequisites
Être titulaire d’une certification professionnelle de niveau 4 ou d’un baccalauréat, et/ou avoir 1 à 2 ans d’expérience professionnelle dans la branche ou le domaine.
Certification
The skills block is validated by means of a simulated situation. The assessment must take place in a context involving practical work on networks, optimizing incident handling via a hotline, identifying and resolving network incidents, maintaining and troubleshooting Windows 11 and using the Remote Desktop Services tool.
Practical details
Hands-on work
Active, participative teaching to anchor skills.
Course contents
This course consists of the following modules :
Hotlines: Optimal Incident Handling
Ref. HOT -
2 days
4 / 5
4 / 5
Network Management with SNMP
Ref. SNM -
3 days
5 / 5
5 / 5
Network Configuration and Troubleshooting
Ref. RID -
3 days
4 / 5
4 / 5
Windows 11, maintenance and troubleshooting
Ref. W1M -
3 days
4 / 5
4 / 5
Windows 2022, implementing Remote Desktop Services
Ref. RDT -
3 days
Windows 2016, Active Directory maintenance and troubleshooting
Ref. MAY -
4 days
5 / 5
5 / 5
Manage information and save time
Ref. TIP -
2 days
4 / 5
4 / 5
Certification Resolve incidents and provide technical support
Ref. ZTD -
0.5 day
Course schedule
1 Hotline, optimizing incident handling
- Develop availability and listening skills on the telephone.
- Deal with incidents objectively and calmly.
- Supporting the customer.
- Defuse potential tensions.
- Establish a relationship of trust.
2 Network management with SNMP
- Understand how SNMP works.
- Implement and configure SNMP.
- Use an RMON agent.
- Analyze SNMP message coding.
3 Networks, incidents and troubleshooting
- Acquire a methodology for solving problems within a network infrastructure.
- Check the entire network: clients, servers, switches, routers.
- Troubleshoot switches and routers.
- Supervise routers and switches with SNMP.
4 Windows 11, maintenance and troubleshooting
- Acquire a problem-solving methodology for Windows 11.
- Use integrated and third-party maintenance tools.
- Troubleshoot system, hardware, network, security and application problems.
- Configure automatic maintenance.
5 Windows 2022, implementing Remote Desktop Services
- Install and configure Remote Desktop Services (RDS).
- Set up and configure remote connection clients.
- Unified configuration via GPO.
- Diagnose and troubleshoot remote desktop problems.
6 Windows 2016, Active Directory maintenance and troubleshooting
- Diagnose and resolve structural issues in Active Directory 2016.
- Diagnose and solve DFS replication problems.
- Restructure and migrate Active Directory domains and objects.
- Define an Active Directory recovery plan.
7 Manage information and save time
- Distinguish between relevant and irrelevant information depending on its purpose.
- Gather information from various possible sources and organize it.
- Write and disseminate information, adapting your writing to the target audience and context.
- Present information orally, arousing interest by emphasizing decisive points.
PARTICIPANTS
IT technicians and professionals wishing to specialize in the management of computer systems and networks.
PREREQUISITES
Être titulaire d’une certification professionnelle de niveau 4 ou d’un baccalauréat, et/ou avoir 1 à 2 ans d’expérience professionnelle dans la branche ou le domaine.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
IT technicians and professionals wishing to specialize in the management of computer systems and networks.
PREREQUISITES
Être titulaire d’une certification professionnelle de niveau 4 ou d’un baccalauréat, et/ou avoir 1 à 2 ans d’expérience professionnelle dans la branche ou le domaine.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Dates and locations
Last places available
Guaranteed date, in person or remotely
Guaranteed session