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Microsoft 55342 - Supporting and Troubleshooting Windows 11

  • Length 4 days
  • Version B
Course overview
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Why study this course

This is a four-day, instructor-led course that is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 11 PCs and devices in an on-premises Windows Server Active Directory domain environment.

These skills include understanding:

  • Important Windows 11 features

  • How these features are used in an Active Directory

  • How to troubleshoot these features

This course is fully updated to Windows 11 23H2 and includes an overview of Windows Copilot.

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What you’ll learn

After completing this course, learners should be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 11

  • Troubleshoot startup issues and operating system services on a Windows 11 PC

  • Perform system recovery

  • Resolve issues related to hardware devices and device drivers

  • Administer Windows 11 devices

  • Troubleshoot issues related to network connectivity

  • Configure Windows 11 devices by using Group Policy

  • Configure and troubleshoot user settings

  • Configure and troubleshoot resource access

  • Implement remote connectivity

  • Deploy and troubleshoot applications

  • Maintain Windows 11 devices


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Microsoft 365 Technical at Lumify Work

Lumify Work has been delivering effective training across all Microsoft products for over 30 years. We are proud to be both Australia's and New Zealand’s first Microsoft Gold Learning Solutions Partner and the winner of the Microsoft MCT Superstars Award for FY24, which formally recognises us as having the highest quality Microsoft Certified Trainers (MCTs) in ANZ. All Lumify Work Microsoft 365 Technical courses follow Microsoft Official Curriculum (MOC) and are led by MCTs.


Who is the course for?

The primary audience for this course is Enterprise Desktop Support Technicians (EDSTs). These technicians provide Tier 2 support to users with domain-joined computers running the Windows 11 OS, typically in medium to large enterprise organisations. These EDSTs focus on a broad range of technical issues for:

  • Windows 11

  • Devices

  • Cloud services

  • Apps

  • Networking

  • Hardware

The key responsibilities include resolving technical issues relating to:

  • Windows 11 installation, upgrade, and migration

  • Activation

  • Performance

  • User state

  • Device synchronisation

Other key responsibilities include:

  • Configuring and troubleshooting local and remote network access

  • Configuring and troubleshooting access to apps

  • Troubleshooting access to data and printers

  • Troubleshooting authentication, Endpoint security and policy

  • OS and data recovery

The secondary audience for this course are IT professionals who administer and support Windows 11 desktops, devices, users, and associated network and security resources.


Course subjects

Module 1: Introducing Windows 11

This module describes the new Windows 11 operating system features and devices, with a particular focus on what’s changed since Windows 10. The module also describes the process of developing and applying a Windows 11 troubleshooting methodology.

Lessons

  • Overview of Windows 11 including Windows Copilot

  • Recommendations for typical troubleshooting procedures

  • Troubleshooting installation and deployment

  • Introduction to management and troubleshooting tools

Lab: Using Windows 11 troubleshooting tools

  • Use Windows 11 troubleshooting tools

Module 2: Administering Windows 11 Remotely

This module describes how to use the various remote administration tools in Windows 11 to resolve issues. It describes the features and functionalities of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell.

Lessons

  • Using Windows Admin Center

  • Using Windows PowerShell

  • Implementing Remote Management

Lab: Administering Windows 11 remotely

  • Implement Remote Desktop

  • Manage remote computers using Windows PowerShell

Module 3: Troubleshooting Startup and Performing System Recovery

This module describes potential problems that can cause startup issues in Windows 11. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data (BCD). It also describes how to resolve issues related to operating system services and how to recover a computer.

Lessons

  • Recovering Windows 11

  • Configuring the Registry

  • Troubleshooting Windows 11 startup

  • Implementing and troubleshooting BitLocker

  • Troubleshooting OS service issues

Lab: Troubleshooting startup and performing system recovery

  • Explore Windows RE

  • Resolve a startup issue

  • Configure and recover BitLocker

  • Recover a computer after failure

Module 4: Troubleshooting Devices and Device Drivers

This module explores how to troubleshoot issues related to hardware devices and device drivers.

Lessons

  • Overview of hardware troubleshooting

  • Troubleshooting device drivers

Lab: Troubleshooting devices and device drivers

  • Troubleshoot missing drivers

  • Resolve a hardware issue

Module 5: Configuring and Troubleshooting Network Connectivity

This module describes how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution. This module also provides an overview of Remote Access and describes how to troubleshoot issues with VPN connectivity.

Lessons

  • Configuring network connectivity

  • Troubleshooting network connectivity

  • Implementing and troubleshooting name resolution

  • Implementing and troubleshooting remote access

Lab: Configuring and troubleshooting network connectivity

  • Troubleshoot a network connectivity issue

  • Troubleshoot name resolution

  • Troubleshoot remote access

Module 6: Troubleshooting Group Policy

This module provides an overview of Group Policy application and describes how to resolve issues in client configuration GPO application.

Lessons

  • Overview of Group Policy

  • Resolve GPO application issues on client devices

Lab: Troubleshooting Group Policy

  • Troubleshoot the application of GPOs on client devices

Module 7: Configuring and Troubleshooting Security Settings

This module describes various security settings in Windows 11, including Credential Guard, Exploit Guard, and Application Guard. Windows Hello authentication is also covered, in addition to common sign-in issues, how to detect them, and how to troubleshoot these issues. The module also explains ways to secure the startup environment, including Secure Boot and related technologies.

Lessons

  • Implementing network security

  • Implementing Windows 11 security features

  • Configuring and troubleshooting user accounts

Lab: Configuring and Troubleshooting Security Settings

  • Resolve a sign-in issue

Module 8: Configuring and Troubleshooting User State

This module provides guidance on configuring and troubleshooting user state synchronisation in an on-premises network. This includes managing roaming profiles, UE-V, and folder redirection.

Lessons

  • Implementing and troubleshooting user state

  • Implementing and troubleshooting Folder Redirection

Lab: Configuring and Troubleshooting User State

  • Configure Folder Redirection

  • Troubleshoot Folder Redirection

Module 9: Configuring and Troubleshooting Resource Access

This module describes how to troubleshoot issues with file permissions and printer access. It also describes how to configure and manage file recovery in Windows 11.

Lessons

  • Configuring and troubleshooting file access

  • Configuring and troubleshooting shared folders

  • Implementing and troubleshooting Work Folders

  • Managing and troubleshooting printers

  • Recovering files

Lab: Configuring and Troubleshooting Resource Access

  • Resolve a file access issue

  • Troubleshoot printing

  • Recover files

Module 10: Troubleshooting Apps

This module explains how to troubleshoot common desktop app operations issues. It also describes the Universal Windows apps and the Microsoft Store. The module also explains how to resolve issues related to Application Control and AppLocker policies. Finally, the module covers how to enable and configure Kiosk mode.

Lessons

  • Troubleshooting desktop apps

  • Troubleshooting app compatibility

  • Managing UWP apps

Lab: Troubleshooting apps

  • Troubleshoot AppLocker

  • Provision a kiosk device

Module 11: Monitoring and Maintaining Windows 11

This module describes how to identify performance issues in Windows 11. It also explains how to manage and troubleshoot Windows updates.

Lessons

  • Monitoring Windows 11

  • Optimising Windows 11 performance

  • Managing Windows 11 updates

Lab: Monitoring and Maintaining Windows 11

  • Review computer performance

  • Configure Windows Update


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 fundamentals.

  • Microsoft Windows Client essentials; for example, experience with Windows 10 or 11


Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.


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