Course M10982 Supporting and Troubleshooting Windows 10 |

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Course M10982 Supporting and Troubleshooting Windows 10

This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.

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;
  • Perform system recovery;
  • Resolve issues related to hardware devices and device drivers;
  • Administer Windows 10 devices;
  • Troubleshoot issues related to network connectivity;
  • Configure Windows 10 devices using group policies;
  • Configure user settings;
  • Implement remote connectivity;
  • Configure and troubleshoot resource access;
  • Deploy and troubleshoot applications;
  • Maintain Windows 10 devices.
Audience Profile

The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 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.

The key responsibilities include resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization. Some other key responsibilities include local and remote network access; access to applications, access to data and printers; authentication, Endpoint security and policy; OS and data recovery.

The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Students who seek certification in the following exams will also benefit from this course: 70-697, Configuring Windows Devices or 70-698, Installing and Configuring Windows 10.

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 2016 fundamentals
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2
  1. Implementing a Troubleshooting Methodology
    • Overview of Windows 10
    • Introduction to the EDST Job Role
    • Overview of Troubleshooting Steps
    • Troubleshooting Tools
  2. Troubleshooting Startup Issues
    • Overview of the Windows 10 Startup Recovery Environment
    • Troubleshooting Startup Settings
    • Recovering BitLocker-Protected Drives
    • Configuring the Registry
  3. Performing System Recovery
    • Troubleshooting Operating System Service Issues
    • Recovering a Computer
  4. Troubleshooting Hardware and Device Drivers
    • Troubleshooting Device Drivers Failures
    • Overview of Hardware Troubleshooting
  5. Administering Windows 10
    • Overview of Administration Tools
    • Using Remote Desktop
    • Introduction to Windows PowerShell
    • Remoting with Windows PowerShell
    • Introduction to Provisioning
  6. Resolving Issues with Network Connectivity
    • Determining Network Settings
    • Troubleshooting Network Connectivity
    • Troubleshooting Name Resolution
  7. Troubleshooting Group Policy
    • Overview of Group Policy Application
    • Resolving Client-Configuration Failures and GPO Application Issues
  8. Configuring and Troubleshooting User Settings
    • Troubleshooting Sign-In Issues
    • Troubleshooting the Application of User Settings
  9. Configuring and Troubleshooting Resource Access
    • Troubleshooting File Permissions Issues
    • Troubleshooting Issues with Printer Access
    • Configuring and Troubleshooting File Synchronization
    • Performing File Recovery in Windows 10
  10. Troubleshooting Remote Connectivity
    • Overview of Remote Access
    • Troubleshooting Issues with VPN Connectivity
  11. Troubleshooting Applications
    • Troubleshooting Desktop Apps
    • Managing Universal Windows Apps
  12. Maintaining Windows 10
    • Monitoring and Troubleshooting Computer Performance
    • Applying Windows Updates

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Length, days (hours)

5 (40)

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