- The different levels of IT support and how they relate to each other
- Service Level Agreements (SLAs) and how they are applied in real-world situations
- How to set a secure password
- Assessing user ability when dealing with incoming service requests
- 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
On this course, you will learn how the different levels of IT technical support work, some of the topics included on this course are as follows: