level 2 Infrastructure support(1st Line Engineer)

Learning Objectives:

• Master advanced computer hardware components and their functions
• Understand how RAID configurations enhance performance and reliability
• Develop hardware fault diagnosis and replacement techniques. 

Topics Covered:

• Motherboards, CPUs, RAM types and compatibility
• RAID levels (RAID 0, 1, 5, 10) setup and monitoring
• Hardware diagnostics and systematic troubleshooting approaches

Learning Objectives:

• Master operating system navigation and command-line operations
• Perform advanced OS
• configuration and system health checks
• Automate routine tasks using
• scripts and built-in utilities

Windows Environment

• System utilities: Task Manager,
• Services, Registry Editor
• CMD basics: ipconfig, ping, tracert, netstat
• PowerShell commands for
• advanced system management

Linux Environment

• Bash and terminal commands: ls, cd, grep, chmod
• File system navigation and permission management
• Service management with systemctl

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.

Learning Objectives:

In this critical module, you'll develop the skills to:

• Implement baseline security protections across various systems
• Detect, identify and respond to common security threats
• Configure access controls and security policies

Structured Problem Solving

Develop a systematic approach to technical issues using industry-standard troubleshooting methodologies. Learn to properly document problems and solutions for knowledge base development.

Remote Support Tools

Master remote desktop solutions, screen sharing applications, and remote command execution. Practice providing effective support without physical access to equipment.

Advanced Diagnostics

Develop skills in log analysis and error code interpretation across operating systems. Learn to use system monitoring tools to identify performance bottlenecks and recurring issues.

Subnetting

Learn how to divide a large network into smaller, manageable subnetworks. Understand how subnet masks, network addresses, broadcast addresses, and usable host ranges help organize IP networks.

VLANs

Develop an understanding of how VLANs separate devices into different logical networks on the same physical switch. Learn how VLANs improve security, reduce unnecessary traffic, and support better network management.

Addressing

Build practical knowledge of IPv4 addressing, private IP ranges, default gateways, and DNS settings. Learn how correct addressing allows devices to communicate within a local network and across different networks.

Infrastructure Devices, Routers and Switches

Understand the role of routers and switches in connecting devices and networks. Learn how switches connect devices within a local network, while routers connect different networks and provide access to the internet.

Configuration & Management

Develop basic skills in configuring switch ports, VLANs, trunk ports, router interfaces, default gateways, and IP addressing. Learn how correct configuration helps devices communicate securely and efficiently.

Troubleshooting & Security

Use tools like ping, traceroute, ipconfig, and show commands to diagnose connectivity issues. Identify common faults such as wrong VLAN assignment, incorrect IP settings, faulty cables, and blocked network traffic.

Network Operations

Understand how Network Operations Centres, NOC, monitor network performance, uptime, alerts, and incidents. Learn how tools like Zabbix, PRTG, SolarWinds, and Nagios help teams detect issues early and respond quickly.

VPN Setup & Secure Access

Develop knowledge of VPN technologies used to create secure encrypted connections over the internet. Learn the difference between Remote Access VPN and Site to Site VPN, including common protocols such as OpenVPN, WireGuard, and IPSec.

Monitoring & Troubleshooting

Build practical troubleshooting skills for VPN and network issues. Check user credentials, MFA, certificates, firewall rules, ports, and network connectivity to identify and resolve common access problems.

Network Security Fundamentals

Understand the basic principles of protecting networks from unauthorized access, attacks, and data loss. Learn about common threats such as malware, phishing, brute force attacks, and DDoS attacks, and how they affect business systems.

Access Control & Authentication

Develop knowledge of security controls such as strong passwords, Multi Factor Authentication, Role Based Access Control, and the principle of least privilege. Learn how these controls help ensure users only have the access they need.

Firewalls & Traffic Protection

Explore how firewalls monitor and filter incoming and outgoing traffic. Understand how security rules, VPNs, encryption, and secure network design help protect communication between users, devices, and systems.

Monitoring & Incident Response

Learn how security tools such as SIEM, IDS, logs, and alerts help detect suspicious activity. Develop basic skills in identifying failed logins, unusual traffic, and security incidents, then documenting findings and recommended actions.