Infrastructure support level 3

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

Network Fundamental 

Master network topologies, protocols, and physical/wireless media. Learn to interpret network diagrams and understand the OSI model in practical applications.

Diagnostic & Troubleshooting

Develop skills in network diagnostics using tools like ping, tracert, nslookup, and Wireshark. Identify and resolve IP address conflicts and connectivity issues.

Configuration & Management

Configure network interface cards, switches, and basic routing. Learn to interpret network metrics and optimize performance for different environments.

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