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所在平台: Udemy |
课程主页: https://www.udemy.com/course/insiders-guide-to-helpdesk-desktop-server-support/
课程评论：没有评论
本课程名为“IT与技术支持指南：帮助台、桌面及服务器”，旨在帮助学员掌握不同级别的IT技术支持工作。 课程内容涵盖： * **服务水平协议（SLAs）**：了解预期的服务可用性级别。 * **数据保护**：学习如何确保存储在组织内的数据安全。 * **评估用户能力**：针对不同用户提供个性化的支持。 * **密码安全**：如何在现代计算环境中确保密码安全。 * **工单升级与优先级例外**：处理问题故障排除的策略。 课程还将提供三级（L3）支持的内部技巧，例如在桌面支持（L2）阶段建立有用的公司内部联系。保持知识更新是提供优质技术支持的关键，可通过额外经验和技术认证来实现，尤其是在职业生涯早期。 本课程将教授学员从二线桌面支持（L2）晋升到三线（服务器）基础设施支持（L3）所需的全部知识，前提是学员已具备一线技术员级别的基础IT知识。 此外，课程还将介绍： * 基础设施技术员的日常工作。 * 虚拟化平台（Hypervisors）及其功能。 * 虚拟交换机（Virtual Switches）及其与虚拟化平台的关联。 * 事故管理（Incident Management）基础。 * 恢复点目标（RPO）与恢复时间目标（RTO）。 * 升级流程：何时将问题上报至更高层级。 * 威胁监控：识别潜在威胁。 * REPADMIN与DCDIAG工具概览。 * SYSVOL文件夹基础及复制。 * 数据保护基础。 * 备份类型：增量、差异、完全和合成完全备份。 * 存储区域网络（SAN）概述。 * 备份常用的RAID级别介绍，包括RAID0、RAID1、RAID5和RAID6。
On this course, you will learn how the different levels of IT technical support work, some of the topics included on this course are as follows:* Service Level Agreements (SLAs) - expected level of service availability* Data Protection - how to ensure that data within your organisation is kept secure.* Assessing User Ability when dealing with support requests as is unique from user to user* How to ensure passwords are secure in a modern computing environment* Ticket escalations and priority exceptions for issue troubleshootingOn the Level 3 section of the course, you'll find some insider tips, such as how to build useful contacts within your company when you're working at desktop support level. Although this is possible at any level, I've found this be easiest at level 2 as you are more likely to move around to fix issues.The key element to providing quality technical support is to ensure that you keep your knowledge up-to-date, some of this can be achieved through additional experience, whilst you can also give this somewhat of a boost by gaining additional technical certifications, which can be especially useful in the early stages of your career within desktop support (level 2), as well as infrastructure and technical support (level 3).You'll learn everything you need to know to be able to move up from 2nd line desktop support to 3rd line (server) infrastructure support. Note that this does assume knowledge of some basic IT fundamentals, which in most cases would have been gained whilst at 1st line technician level.Whilst this will, of course, vary between different organisations, this is based on my own experiences of some of the key things that can go a long way to making that move, along with becoming as familiar as possible with your organisation's processes, I wish you all the best of success in your career.* Brief introduction to the course and the contents* Day in the life of an infrastructure technician* An overview of hypervisors and their function* Introduction to virtual switches - how they tie into hypervisors, etc* Incident management fundamentals - managing incidents* Recovery Point Objectives (RPOs) and Recovery Time Objectives (RPOs)* Escalation processes - when to escalate an issue to a higher level of the support process* Threat monitoring - identifying threats* REPADMIN and DCDIAG utility overview* SYSVOL folder basics - replication overview* Data protection fundamentals* Backup types - incremental, differential, full and synthetic full* SAN Storage Overview - basics of storage area networks* Overview of the most common RAID levels used for backup purposes - RAID0, RAID1, RAID5 and RAID6
