This course equips learners to take on second-line engineering responsibilities with confidence. Participants will dive deeper into infrastructure management, perform advanced fault resolution, and support security initiatives across the IT stack. Realistic escalation scenarios will build critical thinking and communication skills essential for complex support environmentsA comprehensive 6-week training programme to prepare you for advanced IT support roles and deepen your technical expertise
Equips learners to handle escalated technical issues. Topics include scripting, advanced troubleshooting, VLANs, firewalls, infrastructure configuration, and simulated escalation labs.
System & Infrastructure Mastery
Deepen your understanding of system, network, and hardware support in escalated environments
Technical Implementation
Learn to implement OS configuration, RAID cooling, and secure scripting techniques
Network Expertise
Strengthen your skills in virtualization, VLANs, and advanced IP routing
Advanced Troubleshooting
Master troubleshooting at the escalation level with proper documentation and handovers
Security & Business Continuity
Apply infrastructure hardening techniques and ensure business continuity through DR planning.
This advanced technical course is specifically designed for:
Advanced Hardware and RAID Cooling
OS Configuration and Basic Scripting
Visualization Troubleshooting
Hypervisor configuration and isolation techniques
Virtual machine performance optimization
Common virtual networking issues and resolution paths
Network Analysis
Wireshark, iperf, traceroute, and ping for diagnostics
Traffic analysis and performance bottleneck identification
Protocol-level troubleshooting methodologies
IP & Routing Configuration
IPv4/IPv6 structure and subnetting reviews
CLI-based switch/router configuration techniques
Routing tables and static routes implementation
System Protection and Authentication
MFA implementation and PAM (Privileged Access Management)
Local and domain authentication policy configuration
Security log auditing and identity hardening techniques
Advanced Troubleshooting
Root cause analysis methodologies and incident post-mortems
Cross-team communication strategies for complex issues
Diagnostic tools for memory, CPU, disk, and network performance
Subnetting & VLANs
Design efficient segmented networks using VLAN tagging and trunking Address planning with CIDR notation for optimal network organization
Protocol Management
Troubleshoot communication protocols including ARP, DHCP, DNS, and SNMP
Implement protocol-specific monitoring and optimization
Infrastructure Setup
Configure DHCP, DNS, file, and print services for enterprise environments.
Implement backup targets, storage pooling, and performance tuning
Network Monitoring & VPN
SNMP monitoring using Nagios, PRTG, or Zabbix
VPN protocols and secure remote access configuration
Performance metric collection and threshold alerting
Disaster Recovery
DR policies and implementation strategies
Offsite backup solutions and verification procedures
Recovery testing plans and documentation
Security Hardening & Firewalls
Local and network firewall rule configuration
Patch management strategies for vulnerability mitigation
Secure configurations based on CIS benchmarks
Attack surface reduction techniques
Security audit procedures and documentation
The course concludes with a comprehensive troubleshooting lab that simulates real-world support escalations and handovers.
Limited to 15 participants per cohort to ensure personalised instruction.
