Batch Start Date:
8th March, 2026
Table of Contents
| Topic |
|---|
| 1. End User Support |
| 2. Ticketing System |
| 3. End User Device Support |
| 4. Server Support |
| 5. Managing Active Directory Users and Groups |
| 6. Company File Sharing |
| 7. Backup System Support |
| 8. Network Support |
| 9. End Point Protection |
| 10. Printers/MFDs Support |
| 11. Cloud Technologies Support |
| 12. Microsoft Intune and MDM |
| 13. Certification Training Included |
| 14. Job Search Assistance |
"The Journey of a thousand miles begins with one step" - Lau Tzu
Classes will be all face-to-face training. You need to attend one slot from the course schedule below:
Class Schedule
| Days | North Strathfield | Rockdale | Melbourne | Evening Class |
|---|---|---|---|---|
| Saturday | 10AM - 5PM | |||
| Sunday | 10AM - 5PM | 10AM - 5PM | ||
| Monday | 10AM - 5PM | |||
| Tuesday | ||||
| Wednesday | 10AM - 5PM | 10AM - 5PM | NS - 6PM - 9PM | |
| Thursday | 10AM - 5PM | NS - 6PM - 9PM | ||
| Friday |
- North Strathfield
- Saturday (10AM - 5PM)
- Monday (10AM - 5PM)
- Wednesday (10AM - 5PM)
- Rockdale
- Sunday (10AM - 5PM)
- Thursday (10AM - 5PM)
- Melbourne
- Sunday (10AM - 5PM)
- Wednesday (10AM - 5PM)
- Evening Class - NS
- Wednesday & Thursday (6PM - 9PM)
course overview
TOPIC-1: End User Support
- Roles and responsibilities of IT support engineers
- Phone etiquette training
- Interacting with end users: best practices
- HelpDesk call handling training
- Remote connection tools and technologies
- Onsite and remote support training
TOPIC-2: IT Ticketing System
- Introduction to ticketing systems
- Guide to dealing with tickets
- Escalating, following up and closing tickets
- Creating knowledge base and IT documentation
- Introduction to Service Level Agreement
- End user device backups and restores
- End user device maintenance and optimization
TOPIC-3: End User Device Support
- Introduction to computer components
- Computer assembly, parts replacements, and upgrades
- OS installation, updates, and upgrades
- End user devices troubleshooting
- PC migration, cloning, and deployment
- End user device backups and restores
- End user device maintenance and optimization
TOPIC-4: Servers Support
- Introduction to servers
- Working with server hardware
- Windows server installation, updates, and upgrades
- Setting up server roles and features
- Introduction to virtualization
- Windows server troubleshooting
- Performing server upgrades
- Server monitoring, managing, and maintenance
TOPIC-5: Managing Active Directory Users and Groups
- Introduction to Active Directory
- Installing and configuring Active Directory
- Creating and managing Active Directory users & groups
- Managing organisational units (OUs)
- Managing security roles and permission
- Introduction to group policy & implementing GPOs
- Introduction to server audits & conducting audits
TOPIC-6: Company File Sharing Support
- Introduction to File Server and Network Attached Storage (NAS)
- Sharing files in a workgroup environment
- Sharing files in a domain environment
- Introduction to NTFS Permission
- Managing user access to shared folders
- Troubleshooting file sharing issues
TOPIC-7: Backup Technologies and Support
- Introduction to backup technologies
- Setting up server backups and performing restore
- Setting up cloud backup and performing restore
- Setting up image backup and performing full restore
- Introduction to disaster recovery/business continuity
TOPIC-8: Network/Internet Connection Support
- Network fundamentals fundamentals
- Setting up LAN/WAN and configuring SOHO routers
- Data cabling and patching
- Cable tracing, testing, and repairing
- Introduction to VPN
- Introduction to various network tools
- Configuring Wi-Fi, Hotspots connections
- Troubleshooting network issues
TOPIC-9: End Point Protection
- Introduction to end point protection
- Using various anti-virus software & best practices
- Configuring and managing end point protection
- Troubleshooting and removing viruses and malware
- Introduction to Anti-spam
- Introduction to Firewall
- Introduction to parental controls and content filtering
TOPIC-10: Printers/Multifunction Devices
- Introduction to types of printers and MFDs
- Setting up and configuring various printers and MFDs
- Setting up scan to email and scan to folder
- Troubleshooting most common printer issues
- Printer and multifunction device maintenance
- Introduction to printer management software
TOPIC-11: Cloud Technologies Support
- Cloud computing fundamentals training
- Setting up and configuring cloud accounts
- Managing and supporting Office365
- Managing and supporting Microsoft Azure
- Managing cloud resources and security
- Working with Microsoft Teams
- Managing and supporting SharePoint Online
- Monitoring and optimising cloud performance
TOPIC-12: Microsoft Intune and MDM
- Introduction to Intune
- Device Enrolment
- Deploying Business Applications
- Configuring MDM
- Deploying Windows Updates
Certification Training Included(Optional)*
- AZ-900 Microsoft Azure Fundamentals*
- MS-900 Microsoft 365 Fundamentals*
Job Search: Assistance
- Resume preparation, optimisation, support
- Interview preparation | mock interviews
- Job search strategies and assistance
- LinkedIn profile optimisation and networking
- Access to TechSkills portal
- Support until you get your first job in IT
