Infrastructure support On-Site Engineer

Learning Objectives

• Handle real-world scenarios involving hardware failures and replacements
• Understand and manage modern storage devices and technologies
• Perform proper maintenance and diagnostics on computing hardware

Topics Covered

• Device teardown, maintenance, and diagnostics
• SSD, HDD, hybrid storage comparisons and applications
• BIOS settings and storage controller interfaces

Windows

• Windows 10/11 deployment strategies
• Group Policy implementation 
• Windows Recovery Environment
• Command-line troubleshooting

Linux

• Ubuntu/CentOS administration 
• Shell scripting for automation 
• Package management
• System monitoring tools

macOS

• System preferences and security
• Terminal commands 
• FileVault encryption 
• Time Machine backups

Networking Essentials

• Physical cabling standards and patch panel usage
• IP configuration and troubleshooting
• Switch/router physical setup and basic configuration
• Network diagnostics and testing methodology

IT Support Communication

• Service desk protocols and escalation procedures
• Writing clear incident reports and documentation
• Customer service techniques in high-pressure scenarios
• Managing client expectations and delivering technical updates

Final Lab, Real-World Troubleshooting

Apply all the skills learned throughout the module by working through realistic IT support scenarios. Practise identifying symptoms, gathering evidence, and following a structured troubleshooting process.

Incident Analysis & Diagnosis

Investigate common issues such as slow systems, network failures, VPN connection problems, and inaccessible file shares. Use tools like ping, tracert, nslookup, Event Viewer, Task Manager, and Wireshark to identify the root cause.

Resolution & Documentation

Implement the correct fix, test that the issue is resolved, and document every step taken. Record the symptoms, investigation steps, root cause, corrective action, and final verification before closing the ticket.

Wi-Fi Implementation

Master Wi-Fi 5/6 standards, channel planning, and RF site surveys to ensure optimal coverage and performance

Network Hardware

Configure PoE switches, understand cable categories, and implement structured cabling best practices

Secure Access

Set up guest networks, captive portals, and segmented wireless environments for enhanced security

Remote Access

Implement and manage VPN solutions, RDP, and SSH access for secure remote connectivity

Business Continuity

Design redundancy plans, deploy UPS systems, and establish failover protocols

Security Implementation

Configure hardware/software firewalls, implement IDS/IPS, and manage endpoint protection

Patch Management

Establish systematic approaches to security updates and vulnerability remediation

Learning Objectives

• Assemble and configure basic server hardware components
• Implement various RAID configurations based on requirements
• Manage server cooling and power considerations

Practical Experience

• You'll work with actual blade servers and rackmount components, setting up RAID controllers and performing maintenance tasks that mirror real-world data center operations.
• The module includes hands-on labs for server installation, component replacement, and RAID recovery scenarios

Active Directory Management

Learn to structure and manage Active Directory environments, including:

• Creating and managing users, groups, and OUs
• Implementing Group Policy for centralized control
• Troubleshooting authentication issues

File Server Administration

Master file sharing infrastructure with focus on:

• Setting up share permissions vs NTFS permissions
• Implementing DFS for distributed file systems
• Managing quotas and file screening

Domain Services

Configure essential Windows Server roles:

• DNS and DHCP server setup and troubleshooting
• Print server deployment and driver management
• Remote access services configuration

Backup Strategies

• Implementing full, incremental, and differential backups      
• Configuring automated backup schedules
• Testing restore procedures and verification
• Offsite and cloud backup solutions

Recovery Planning

•  Developing comprehensive BCP documentation
• Establishing clear roles and responsibilities
• Designing and testing failover procedures
• Recovery time objective (RTO) and recovery point objective (RPO) planning

Security Configs, Firewalls and IPS

Learn how security configurations protect networks from unauthorised access, suspicious traffic, and common cyber threats. Understand how firewalls and intrusion prevention systems help enforce security policies across an organization.

Firewall Rules & Traffic Control

Develop skills in configuring firewall rules to allow trusted traffic and block unwanted connections. Learn how inbound and outbound rules, ports, protocols, and IP addresses are used to control network access.

Intrusion Prevention & Monitoring

Explore how IPS tools detect and prevent malicious activity in real time. Learn how to review alerts, identify suspicious patterns, and apply security controls to reduce risk and protect business systems.