This Program equips participants with the skills needed for real-world IT roles through hands-on training in key areas such as Ticketing Systems and the ITIL Framework, Networking Fundamentals, End User Computing (hardware/software management, OS installation, and optimization), and Server Administration (Active Directory, DNS, DHCP, and virtualization). The program also covers Cloud Computing and Microsoft 365 Administration, including Azure AD, Teams, SharePoint, and Intune for device management, as well as Enterprise Backup Solutions and Apple Administration for macOS and iOS devices. This comprehensive training ensures participants are fully prepared to excel in IT support, system administration, and cloud-based roles.
Course Structure
The course covers 8 modules to be run over 8 weeks and each module is broken down into 4 sections:
- Theoretical Overview
- Technical Applications
- Practical Lab Activities
- Interview Questions (Technical plus Behavioral)
Course Modules
Ticketing System & ITIL Framework
- Ticketing System Introduction
- System Navigation and Interface
- Incident VS Request VS Task
- Ticket Management Procedures
- Effective Escalation Procedures
- Service Level Agreements (SLAs) and Prioritization
- Documentation and Knowledge Base Utilization
- Closure Notes and Effective Ticket Resolution
- ITIL Framework Fundamentals
Networking Fundamentals
- Computer Networking Concepts and Internet
- Network Architecture and Topology
- TCP/IP and OSI models and protocols
- Unique network Identifiers
- Network Addressing
- DNS and DHCP
- Concepts of traceroute, tracer, ping – AR
- Hands-On Labs
End User Computing
- Computer Hardware & Software
- OS installation on Windows/Mac
- Computer Hardware/Software Upgrades
- Windows 10 Interface and Navigation
- Work Group vs Domain Joined Computers
- Software Installation and Management
- User Account Management
- Hardware and Device Management
- Storage Management
- Email Client Configuration
- Local Data Recovery
- Remote Desktop Connection
- Encryption and BitLocker
- System Performance Optimization
- Multimedia and Display Settings
Server Administration
- Basics of Virtualization
- Basic Server Networking Concepts
- Server Installation and Configuration
- Basic Active Directory Management (OU/Users/Groups/Policies/Access)
- Group Policy Management
- File and Print Service Management
- DNS & DHCP
- Server Snapshot
- Device Provisioning Using MDT
Cloud Computing & Microsoft Fundamentals
- Cloud Fundamentals
- On Prem vs Cloud vs Hybrid
- Azure AD Concept
- Microsoft 365 Apps
- Microsoft Tenant Setup/Domain Verification
- M365 Admin Center
- M365 Exchange Admin Center
- M365 Teams Admin Center
- M365 SharePoint Admin Center
- Email Compliance – Mimecast/Compliance Admin
Intune (Mobile Device Management) & RMM
- Mobile Device Enrolments (BYOD and Corporate)
- Windows Device Autopilot Enrolment
- User/Device Management
- Windows/IOS/Android Apps Deployment
- Basic Policies Deployment
- Reporting and Analytics – Device Provisioning Using Microsoft Autopilot
- Introduction to RMM
- Use Case of RMM
- Software Installation and Upgrades
Enterprise Backup [VEEAM] & 3CX Phone Systems
- Introduction to Backup Technologies at Workplace
- Backup Deployment and Configuration
- On-prem Data Recovery
- Cloud Data Recovery
- Devices/Server Restore Point
Career Counselling
- Resume, Cover Letter Building & Review
- LinkedIn Profile Optimization
- Job Hunt Strategy Assistance
- Mock Interview Session: Behavioral & Technical
- Interview Preparation
- Assistance with Business and Professional Email Writing
- Continuous Assistance Until You Land the Job!
