IT Support and Service Desk - Part 2 - More Advanced Topics

Learn how virtualization enables running Windows, Linux, and network devices as virtual machines using hypervisors such as VirtualBox and Hyper-V, import virtual appliances, and verify downloads with checksums.

Enable cpu virtualization, install VirtualBox, and run Windows 10 virtual machines with adequate ram; choose nat or bridged adapters and consider usb 2.0 licensing and Kalila index.

Deploy virtual machines with VirtualBox by creating dynamic virtual disks, booting from ISO images, and installing Windows 7, 2019, and 10, while optimizing RAM and storage for multiple VMs.

Install virtual box on tz02, create a Nagios monitoring VM, explore Nagios web interface for graphs and alerts, and discuss career growth and ticketing in cloud virtualization.

Install Hyper-V on Windows, create a test VM (Gen 1), allocate RAM and storage, set up a virtual switch, mount an ISO, and verify the VM runs.

Install TrueNAS in a VM using Hyper-V, manage RAM constraints, set up a basic NAS for backups, and access a web interface dashboard.

This lecture guides you through creating a TrueNAS storage pool, adding disks, and enabling encryption. It covers configuring shares, ACLs, creating a user, and mapping a network drive.

Explore cloud backups with i drive, including default versus private encryption keys, client-based backups, and versioned restores that preserve previous file versions while highlighting sharing trade-offs.

Install an FTP server and client (FileZilla) on devices, configure a user and home directory, and transfer files, noting FTP is unencrypted by default and FTPS or SFTP provide security.

Master advanced DNS and IP management with DNS lookups, static IP configuration, ipconfig commands, and creating DNS records, while using PowerShell to automate Active Directory tasks and user management.

Use a speed test dot net to verify broadband performance, compare download and upload speeds, identify a slow device, and decide on investigation or ticket closure.

A high-priority ticket shows a device cannot ping, likely blocked by firewall. They set a custom inbound rule in Windows Defender Firewall to allow ICMP ping for applications, restoring reachability.

Implement proactive monitoring of it services using snmp, with agentless monitoring and protg on a vm, to alert, create tickets, and verify issues immediately.

Explore how to monitor servers and up to 100 items using sensors, track cpu, memory, and bandwidth, and use dashboards, maps, and reports to identify and communicate issues.

Learn to start with Nagios, an advanced monitoring tool, build a dashboard, add devices via a wizard, monitor switches, servers and services, and configure alerts by email or ticket notifications.

Use event viewer to monitor Windows logs across applications, security, and system; identify warnings and errors, and proactively notify others about TPM errors.

Explore enterprise password managers and their centralized solutions that enable sharing secrets through a dashboard, groups, and permissions, moving from local tools to scalable, multi-user password management.

Explore how port numbers identify services like web (port 80), email (port 25), and rdp (3389), verify open ports with netstat, telnet, canyouseeme.org, and port forwarding basics.

Learn how certificates prove identity and encrypt traffic, why a root certificate may be untrusted, and testing workarounds like service signed certs and editing the hosts file to map localhost.

Choose a hosting package for your website, considering 99.9% uptime SLA, cost, and shared hosting and subdomains. Use C panel to manage WordPress, SSD storage, DNS, and domain settings.

Use cPanel to manage domains, fix no valid certificate, and DNS propagation up to 24 hours; upload WordPress files via FTP, manage databases, and set up emails and cron jobs.

Learn to host and launch Wordpress and phpBB sites with one-click certificates, create a discussion board and courses, customize themes, and log in quickly without coding.

Define KPIs that align with business objectives for the it service desk. Apply smart criteria (specific, measurable, achievable, relevant, time-oriented) to set goals and meet SLAs.

Learn practical strategies to advance your IT support career by joining a supportive company, learning new solutions, earning certifications, and developing soft skills and work ethic.

Discover how port forwarding enables remote desktop access to devices behind a router using RDP. Map port 3389 to the private IP and understand public vs private IPs.

Explore a hands-on port forwarding lab connecting a local laptop to a public IP via a router, testing port 3389, and note security risks with VPN-based alternatives.

Prepare for service desk roles by understanding the service desk concept, following the ideal framework, and building belief in yourself for interviews, updates, and ongoing certification toward security.

Explore service desk procedures and ITIL concepts, including the service value chain, SLA and OLA basics, change advisory boards, and change processes for delivering value.

Identify incidents, problems, and service requests, escalating when needed to improve service delivery. Drive continual service improvement by documenting everything, updating assets and configuration items, and sharing insights with managers.

Discover eight cross-platform network troubleshooting tools for Windows and Linux, including ping, ipconfig, traceroute, pathping, nslookup, dig, netstat, and arp, with practical tips on dns and firewall considerations.

Configure a Zyxel enterprise access point with PoE, DHCP IP assignment, local management, multiple SSIDs, WPA3 security (WPA2 by default), and test speeds up to 250 MB/s.