It Infrastructure (Level 3) Technical Support - Crash Course

Learn everything you need to know to move up from 2nd line desktop support to 3rd line infrastructure support

What you'll learn

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)

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

Requirements

1-2 years of experience at 2nd line (desktop support) level

Description

Over this course, you'll learn everything you need to know to be able to move up from 2nd line desktop support to 3rd line 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

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Day in the life

Section 2: Hypervisors and virtual switches

Lecture 3 Hypervisors

Lecture 4 Virtual switches

Section 3: Incident management, RTOs and RPOs

Lecture 5 Incident management

Lecture 6 Recovery point objectives (RPOs)

Lecture 7 Recovery time objectives (RTOs)

Section 4: Escalation processes and threat monitoring

Lecture 8 Escalation processes

Lecture 9 Threat monitoring

Section 5: Replication & SYSVOL

Lecture 10 REPADMIN and DCDIAG

Lecture 11 SYSVOL Folder

Section 6: Data protection & backups

Lecture 12 Data protection fundamentals

Lecture 13 Backup types

Section 7: Storage area network (SAN) and RAID

Lecture 14 Storage Area Network (SAN)

Lecture 15 RAID & RAID levels

2nd line desktop support technicians looking to move upto 3rd level infrastructure support