Help Desk Tier 2 Practical Training (50 Trouble Tickets)

Explain not secure errors, https encryption, and expired certificates, including renewal intervals and how to renew or bypass certificates on Linux-hosted sites with DNS.

Compare hard drives and solid state drives, noting that solid state drives are faster than hard disk drives and discussing ticket formatting to report storage issues to the helpdesk.

Troubleshoot SharePoint access denied errors in the SharePoint admin center and manage user profiles. Restore deleted files from OneDrive and recycle bin while verifying licenses and admin privileges.

Diagnose wifi access by confirming proper connection and valid login credentials. Check Active Directory or Azure AD for password expiry or lockout, and guide on requesting support.

Understand phased Windows 11 rollout issues, including minimum system requirements, secure-boot hardware, and driver compatibility, and advise customers to wait until full compatibility is confirmed.

Troubleshoot Verint screen recording not working by ensuring the correct version is installed, uninstalling both Variant and the DPA client, reinstalling them, and rebooting via a software management tool.

Debug Office 365 Outlook password not updating by verifying correct input, checking VPN connectivity, assessing lockouts, and choosing between reinstalling the desktop client or using web mail.

Learn practical steps to diagnose and fix HDMI connection issues between laptops and TVs, including cable checks, TV input selection, and configuring display settings for multiple monitors.

Diagnose and troubleshoot Verint audio recording issues, emphasizing screen recording failures, reinstalling software, rebooting, and verifying user profiles and server-level configurations before escalating to the variant support team.

Troubleshoot sonicwall netextender printer connection by verifying network printer settings, IP address, and driver, comparing configurations with coworkers, and ensuring proper TCP/IP printer setup on the VPN network.

Identify a physical keyboard issue on an Acer laptop by testing with a desktop keyboard to rule out drivers, inspecting the keyboard ribbon connection, and considering replacement or on-site support.

Demonstrates how to configure a DNS server on a local computer via network settings and adapter properties, including adding Google DNS or AT&T local DNS and saving changes.

Learn how Windows Defender Firewall with Advanced Security is managed by domain controller group policy, and how to configure inbound and outbound rules, using Chrome as a blocking example.

Troubleshoot wifi outages by logging into the router, assess connected-device limits, adjust the maximum concurrent connections, and test signal to identify and resolve random disconnections.

Investigate LibreOffice not opening after installation by checking antivirus interference, reinstalling LibreOffice, and using remote desktop to take control and verify file format compatibility (xls, doc, ppt).

Troubleshoot vpn not working from home by confirming internet access, testing different servers, and checking proxy settings, then verify password status and account access, requesting the exact error or screenshot.

Learn how to forward a domain using an A record by setting a domain provider's entry to a static IP, with GoDaddy as an example.

Troubleshoot slow Outlook mail by resetting or recreating the local mail profile and checking exchange server settings, mail accounts, and IMAP/SMTP configurations in control panel.

When Outlook prompts for a password after a domain password change, lock and unlock the computer to replicate the new credentials locally, resolving the sign-in prompt.

Learn how to enable double sided printing by adjusting the printer driver in the printers and scanners panel, then choose double sided in printer properties.

Open task manager to inspect cpu and memory usage and identify culprits behind slowness. Improve performance by upgrading from hdd to ssd and ensuring sufficient available ram.

Troubleshoot the Microsoft Teams plugin error in Outlook 2016 by signing out and back in, checking sessions on other devices, repairing or reinstalling the plugin, and clearing cached data.

Troubleshoot network backup issues by examining tier two access, shared drive location, and sftp key configuration, ensuring public and private keys match to restore backups.

Learn to connect to a remote desktop when a password is required by using a domain admin login or a local admin account, then log in to the target computer.

Identify why dots appear on printed pages, likely from dirty rollers rather than a bad driver. Learn to clean rollers and drum safely, following manufacturer instructions.

Learn practical tier 2 troubleshooting for a frozen Windows update, including checking internet stability, verifying user privileges, detecting background installers, and using update repair tools.

Navigate registry editor as administrator to locate and delete software registry entries under local machine, software, and the product folder (e.g., Google Chrome), noting 64-bit and 32-bit paths.

Identify and resolve common pdf printing issues, from using pdf creators to convert or save documents as pdf, and apply troubleshooting steps for failed conversions and seeking support.

Remove programs with a clean uninstall, check for leftovers and registry entries, and assess free software carefully to avoid unwanted pop ups and remnants like PDF Architect and PDF Tools.

Learn to configure scan to email and scan to folder on Konica Minolta and Kyocera printers, with SMTP settings, exchange server, port 25, connection timeout, and max mail size.

Identify and resolve common remote desktop issues by verifying the target computer is online, using hostname or IP address, confirming remote desktop is allowed, and using valid credentials.

Map a network drive by entering the network path, connect using credentials, and restore a missing shared drive on Windows.

Diagnose Outlook email searching and send/receive errors by checking Exchange server status and possible network issues. Test latency with ping and review the task manager to isolate the connection.

Explore how a plug-in or extension adds functionality to software, including Office 365 apps like Outlook, Word, and Excel.

When the laptop is at capacity, free space on the C drive to support the page file, then check task manager for cpu power and viruses.

Investigate user profile issues when all files vanish and OneDrive access fails. Check the C:\Users folder for a corrupted or missing local profile and recover data.

Demonstrates diagnosing network issues by pinging domain names and IP addresses, spotting a missing subnet, understanding DNS, firewall blocks, and how bots or attackers can cause no reply or timeout.

identify and resolve computer overheating by cleaning dust, checking for a virus causing high cpu usage, and verifying proper cooling with vents, fan, heatsink, and thermal paste.

Plan a Windows 7 to Windows 10 migration in a business environment using network-based reloads that preserve local profiles, leveraging the Windows 7 profile migration tool and hostname-based bulk reimaging.

Troubleshoot a Cisco printer that can't connect, pings its IP, and has web portal access but won't install on any PC; verify static IP and open printer ports.

Explore diagnosing 'this site can't provide a secure connection' errors by checking the security certificate, ssl version or cipher mismatches, and using a domain name instead of an ip address.

Explore how Outlook rules auto-delete or move messages to the deleted items folder, and learn to create, adjust, or disable rules to restore inbox flow.

Outlook users see four to five spaces before the signature due to the Safe Send add-on; adjust its settings to remove empty-space options and display the signature after the body.

Diagnose slow Outlook performance by testing profiles, checking local archives size, monitoring system resources, and validating network or VPN connections to the Exchange server.

Explore why office scanners go offline when scanned, focusing on DNS and static IP configuration, hostname usage, and remote network checks to resolve connectivity.

Troubleshoot Outlook outgoing emails not saving in the sent items folder by verifying desktop settings to save copies, checking space limits, drafts, exchange or network issues, and mail rules.

Identify and resolve OneDrive sync issues after domain migration by checking authentication credentials, DNS and network connectivity, and verify access using the OneDrive web version.

Diagnose slow Excel performance by assessing network storage and end-to-end connectivity, run bandwidth tests and traceroute to locate latency and bottlenecks between client, VPN, and server.

Diagnose why closed captions fail for some viewers after exporting from Adobe Premiere Pro and sharing via OneDrive, and advise turning on captions in each video player.

Investigate why the laptop fan roars when charging by diagnosing overheating, blocked vents, or dust buildup, and check CPU usage and vent cleanliness to reduce noise.