55342A: Supporting and Troubleshooting Windows 11

Length: 4 Day(s)     Cost:$3000 + GST

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LOCATION August September October November
Auckland
Hamilton
Christchurch
Wellington
Virtual Class
This is a 5-day course that is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 11 PCs and devices in an on-premises Windows Server Active Directory domain environment. These skills include understanding important Windows 11 features, how these features are used in an Active Directory and how to troubleshoot these features. This course is the equivalent of retired MOC Course 10982E - Supporting and Troubleshooting Windows 10.

The primary audience for this course is Desktop Support Technicians (DST), who provide Tier 2 support to users with domain-joined computers running Windows 11 OS, typically in medium to large enterprise organisations. DSTs focus on a broad range of technical issues for Windows 11, devices, cloud services, applications, networking, and hardware support.

The key responsibilities include resolving technical issues pertaining to Windows 11 installation, upgrade and migration, activation, performance, user state and device synchronization. Some other key responsibilities include configuring and troubleshooting local and remote network access, access to applications, access to data and printers, authentication, Endpoint security and policy and OS and data recovery.

The secondary audience for this course are IT professionals who administer and support Windows 11 desktops, devices, users, and associated network and security resources.


Before attending this course, students must have:

  • Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS).
  • Microsoft Active Directory Domain Services (AD DS) principles.
  • Understanding of the Public Key Infrastructure (PKI) components.
  • Windows Server fundamentals.
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or 11 or knowledge from the M70697A: Implementing and Managing Windows 11 course.

After completing this course, students will be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 11
  • Troubleshoot startup issues and operating system services on a Windows 11 PC
  • Resolve issues that pertain to hardware devices and device drivers
  • Perform system recovery
  • Administer Windows 11 devices
  • Troubleshoot issues that pertain to network connectivity
  • Configure Windows 11 devices by using Group Policy
  • Configure and troubleshoot user settings
  • Configure and troubleshoot resource access
  • Implement remote connectivity
  • Deploy and troubleshoot applications
  • Maintain Windows 11 devices

Module 1: Introducing Windows 11

This module describes the new Windows 11 operating system features and devices, with a particular focus on what’s changed since Windows 10.
The modules also describes the process of developing and applying a Windows 11 troubleshooting methodology.
After completing this module, students will be able to:
Describe the Windows 11 operating system and its features
Troubleshoot installation and deployment of Windows 11
Describe typical troubleshooting procedures
Use common Windows 11 troubleshooting tools
Module 2: Administering Windows 11 Remotely
This module describes how to use the various remote administration tools in Windows 11 to resolve issues. It describes the features and functionalities of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell.
After completing this module, students will be able to:
Select a suitable remote administration tool
Implement Remote Desktop connections
Use Windows PowerShell Remoting
Describe Windows provisioning
Module 3: Troubleshooting startup and performing system recovery
This module describes potential problems that can cause startup issues in Windows 11. It also provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data (BCD). It also describes how to resolve issues related to operating system services and how to recover a computer.
After completing this module, students will be able to:
Describe the Windows 11 recovery environment
Configure the registry
Troubleshoot startup settings
Recover BitLocker encrypted drives
Troubleshoot operating system services
Recover a computer
Resolve common application compatibility issues
Module 4: Troubleshooting devices and device drivers
This module explores how to troubleshoot issues related to hardware devices and device drivers.
After completing this module, students will be able to:
Describe procedures for troubleshooting hardware
Describe available group policy settings for device management
Troubleshoot device driver failures
Module 5: Configuring and troubleshooting network connectivity
This module describes how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution. This module also provides an overview of Remote Access and describes how to troubleshoot issues with VPN connectivity.
After completing this module, students will be able to:
Configure Windows 11 network settings
Troubleshoot network connectivity issues
Troubleshoot name resolution issues
Describe remote access options
Configure and troubleshoot VPNs
Module 6: Troubleshooting Group Policy
This module provides an overview of Group Policy application and describes how to resolve issues in client configuration GPO application.
After completing this module, students will be able to:
Describe Group Policy
Resolve GPO application issues on client devices
Module 7: Configuring and Troubleshooting Security Settings
This module describes various security settings in Windows 11, including Credential Guard, Exploit Guard, and Application Guard. Windows Hello authentication is also covered, in addition to common sign-in issues, how to detect them, and how to troubleshoot these issues. The module also explains ways to secure the startup environment, including Secure Boot and related technologies.
After completing this module, students will be able to:
Describe Windows startup security
Implement Windows Defender Firewall
Describe Windows 11 security settings
Configure Windows Hello
Troubleshoot Windows 11 sign-in
Module 8: Configuring and Troubleshooting User State
This module provides guidance on configuring and troubleshooting user state synchronization in an on-premises network. This includes managing roaming profiles, UE-V, and folder redirection.
After completing this module, students will be able to:
Describe user state
Configure UE-V
Configure Folder Redirection
Module 9: Configuring and Troubleshooting Resource Access
This module describes how to troubleshoot issues with file permissions and printer access. It also describes how to configure and manage file recovery in Windows 11.
After completing this module, students will be able to:
Troubleshoot file permissions issues
Troubleshoot printing
Describe file synchronization
Perform file recovery
Module 10: Troubleshooting applications
This module explains how to troubleshoot common desktop application operations issues. It also describes the Universal Windows apps and the Microsoft Store. The module also explains how to resolve issues related to Application Control and AppLocker policies. Finally, the module covers how to enable and configure Kiosk mode.
After completing this module, students will be able to:
Troubleshoot desktop app deployment
Manage Universal Windows apps
Describe Application Control
Describe AppLocker
Troubleshoot application compatibility issues
Configure a kiosk device
Module 11: Maintaining Windows 11
This module describes how to identify performance issues in Windows 11. It also explains how to manage and troubleshoot Windows updates.
After completing this module, students will be able to:
Describe performance monitoring
Describe Windows Update
Troubleshoot Windows updates