Welcome to the New Era of IT Learning
Module Objective
To prepare learners for real-world IT support environments by understanding the responsibilities, tools, and troubleshooting skills required for Desktop & System Support roles in corporate, data center, and hybrid (cloud + on-prem) setups.
500
End Users[cite: 1]
83 Hours
Total Curriculum
2 Engineers
L2/L3 Network[cite: 1]
3 L1 Engineers
Engineers A, B, C[cite: 1]
🧩 1. Introduction to the Role
Desktop Support Engineer
- Focuses on end-user systems: desktops, laptops, peripherals, and office networks.
- Provides Level 1 and Level 2 technical support.
- Acts as the first point of contact for IT-related issues.
System Support Engineer
- Works on server-side systems, configurations, OS management, and backend troubleshooting.
- Provides Level 2 and Level 3 support.
- Involved in system administration, patching, monitoring, and backup operations.
🧠2. Key Responsibilities & Module Allocation
5 Hours
A. User and Device Support
- Install, configure, and maintain desktop/laptop hardware & software (Windows, macOS, Linux).
- Troubleshoot issues like system slowness, boot errors, printer/scanner issues, and driver updates.
- Handle remote desktop support using tools like TeamViewer, AnyDesk, RDP, or Intune.
- Manage user profiles, Outlook configuration, and Office 365 support.
7 Hours
B. Network & Connectivity
- Configure and troubleshoot LAN/Wi-Fi connections, IP addressing, and DNS issues.
- Identify and resolve network drops, ping RTOs, and switch port issues.
- Work with network team to escalate router/firewall/VPN issues.
10 Hours
C. Operating System Management
- Installation and updates of Windows 10/11, Linux distributions, and system patches.
- Manage user permissions and local policies.
- Resolve OS corruption, blue screen errors, and performance tuning.
7 Hours
D. Security & Compliance
- Implement antivirus, endpoint protection, and security policies.
- Manage BitLocker encryption and Windows Defender/Security Center.
- Follow ITIL and company security compliance standards.
- Handle data recovery, backup, and secure disposal.
7 Hours
E. Active Directory & User Management
- Create, modify, and disable user accounts in AD.
- Manage group policies, login scripts, and password resets.
- Understand domain joining and profile roaming issues.
20 Hours
F. Software & Application Support
- Install and maintain Microsoft Office, SAP clients, browsers, and custom software.
- Coordinate with vendors for license activation and version upgrades.
- Troubleshoot application crashes and registry conflicts.
10 Hours
G. Asset & Inventory Management
- Maintain asset tracking records for laptops, desktops, and accessories.
- Perform hardware replacement (RAM, SSD, power supply, etc.).
- Maintain IT asset tagging and documentation.
5 Hours
H. Remote / Hybrid Support
- Provide support for remote employees using VPN and cloud tools.
- Configure Microsoft Intune, AnyConnect, or Zscaler clients.
- Monitor systems using RMM tools like ManageEngine or SolarWinds.
5 Hours
I. Backup and Recovery
- Manage data backup schedules and verify integrity.
- Restore data during system failures or user requests.
- Coordinate with the server team for shared drive access and permissions.
2 Hours
J. Documentation & Reporting
- Maintain daily incident logs and update ticketing systems (ServiceNow, Jira, or Freshservice).
- Prepare weekly performance reports and issue summaries.
- Document new solutions as part of a knowledge base (SOPs).
Enterprise Ticket Flow Process
User[cite: 1]
Ticket Tool[cite: 1]
Manager/Auto[cite: 1]
Desktop Eng.[cite: 1]
Troubleshooting[cite: 1]
Resolution/Closure[cite: 1]
30-Day Ticket Log (L1 Incidents)[cite: 1]
| Day[cite: 1] | Ticket ID[cite: 1] | Complaint[cite: 1] | Priority[cite: 1] | Assigned[cite: 1] | Action / Resolution[cite: 1] |
|---|---|---|---|---|---|
| Day 1 | INC1001 | Outlook not opening | P2 | Engineer A | Recreated Outlook profile and repaired Office |
| Day 1 | INC1002 | Laptop very slow | P3 | Engineer B | Checked Task Manager, disabled startup applications |
| Day 1 | INC1003 | No network connectivity | P2 | Engineer C | Checked cable, DHCP and IP configuration; replaced cable |
| Day 2 | INC1004 | Teams microphone not working | P3 | Engineer A | Checked Windows privacy and Teams device settings |
| Day 2 | INC1005 | Password expired | P3 | Engineer B | Assisted user with password reset |
| Day 2 | INC1006 | Printer not printing | P3 | Engineer C | Cleared print queue and restarted Print Spooler |
| Day 3 | INC1007 | OneDrive not syncing | P2 | Engineer A | Reset OneDrive and re-established sync |
| Day 3 | INC1008 | Windows update failed | P3 | Engineer B | Cleared Windows Update cache and retried update |
| Day 3 | INC1009 | Wi-Fi disconnected frequently | P2 | Engineer C | Updated WLAN driver and checked AP connectivity |
| Day 4 | INC1010 | Outlook asking password repeatedly | P2 | Engineer A | Cleared cached credentials and recreated profile |
| Day 4 | INC1011 | Laptop won't boot | P1 | Engineer B | Hardware diagnostics; escalated hardware failure |
| Day 4 | INC1012 | Shared folder inaccessible | P2 | Engineer C | Checked network and permissions; escalated access issue |
| Day 5 | INC1013 | Teams keeps disconnecting | P3 | Engineer A | Cleared Teams cache and updated application |
| Day 5 | INC1014 | Excel crashing | P3 | Engineer B | Disabled add-ins and repaired Office |
| Day 5 | INC1015 | Internet slow | P2 | Engineer C | Client-side testing normal; escalated to Network Engineer |
| Day 6 | INC1016 | VPN not connecting | P2 | Engineer A | Checked credentials, network and VPN client; escalated |
| Day 6 | INC1017 | Monitor not detected | P3 | Engineer B | Checked HDMI/DP cable and display settings |
| Day 6 | INC1018 | Scanner unavailable | P3 | Engineer C | Reinstalled scanner driver |
| Day 7 | INC1019 | Outlook emails delayed | P2 | Engineer A | Checked connectivity and Outlook sync |
| Day 7 | INC1020 | Windows login slow | P3 | Engineer B | Checked startup services and profile |
| Day 7 | INC1021 | Keyboard not working | P3 | Engineer C | Replaced keyboard |
| Day 8 | INC1022 | OneDrive storage full | P3 | Engineer A | Reviewed sync/storage and escalated quota issue |
| Day 8 | INC1023 | Teams camera not working | P3 | Engineer B | Checked camera permissions and driver |
| Day 8 | INC1024 | Printer shows Offline | P2 | Engineer C | Checked IP connectivity and printer configuration |
| Day 9 | INC1025 | Office activation error | P2 | Engineer A | Checked licensing/sign-in and escalated license issue |
| Day 9 | INC1026 | Laptop overheating | P3 | Engineer B | Checked CPU usage and hardware condition |
| Day 9 | INC1027 | Cannot access Wi-Fi | P2 | Engineer C | Renewed IP and checked authentication |
| Day 10 | INC1028 | Outlook PST problem | P3 | Engineer A | Ran Outlook data-file repair |
| Day 10 | INC1029 | Teams unable to sign in | P2 | Engineer B | Checked Microsoft 365 authentication |
| Day 10 | INC1030 | New employee laptop setup | P3 | Engineer C | Installed software, configured account and tested |