Support Environment and Approach
- Windows 11 in the enterprise: editions, annual feature updates, servicing periods for Pro and Enterprise, implications of the end of support for Windows 10
- Structured troubleshooting: narrowing down the problem, checking causes, implementing and documenting the solution
- Supporting users remotely: Quick Assist, Remote Help in Microsoft Intune, Remote Desktop
- Tools at a glance: the Settings app and “Get Help”, Windows Terminal, Windows PowerShell 5.1 and PowerShell 7
Diagnostic Tools
- Filtering Event Viewer effectively, custom views, analysing logs with Get-WinEvent
- Task Manager, Resource Monitor, Performance Monitor and Reliability History
- Querying system information with PowerShell and CIM cmdlets – replacing the removed WMIC
- Sysinternals tools such as Process Explorer, Process Monitor and Autoruns for deeper analysis
- Capturing error screenshots with the Snipping Tool instead of the discontinued Steps Recorder
Startup and System Problems
- The startup process from UEFI and Secure Boot to sign-in
- Windows Recovery Environment (Windows RE): Startup Repair, Safe Mode, uninstalling updates, Command Prompt
- Setting up and using Quick Machine Recovery for common startup failures
- Repairing system files with SFC and DISM, System Restore, “Reset this PC”
- Making sense of blue screens and crash dumps
Hardware, Drivers and Devices
- Device Manager, installing and rolling back drivers, controlling driver updates via Windows Update
- Disks, partitions and file system errors (CHKDSK), storage optimisation
- Print problems: print queue, drivers, Windows Protected Print Mode
- Power options, sleep mode and battery reports with powercfg on laptops
Networking and Shares
- Checking IP configuration, DHCP, DNS and name resolution: ipconfig, Test-NetConnection, Resolve-DnsName
- Wi-Fi profiles, 802.1X authentication, proxy and Windows Firewall
- VPN connections and Always On VPN; DirectAccess has been discontinued
- Access to shares: permissions, saved credentials, SMB signing required by default, and devices without signing support
Sign-in, Identity and Policies
- Distinguishing device states: Active Directory, Microsoft Entra joined, Microsoft Entra hybrid joined, local accounts (dsregcmd /status)
- Windows Hello for Business, passkeys and Kerberos sign-in problems
- User profiles, locked accounts, access to local administrator passwords with Windows LAPS
- Analysing Group Policy with gpresult and Resultant Set of Policy, checking Intune policies with the MDM diagnostic report
Applications
- Installation and startup problems with Win32, MSIX and Store apps, managing packages with WinGet
- Microsoft 365 Apps: activation, update channels, add-ins
- Compatibility of older applications, VBScript as an optional feature
- Identifying applications blocked by App Control for Business, AppLocker or Smart App Control
Data and Security
- BitLocker: recovery triggers, finding recovery keys in Active Directory or Microsoft Entra ID
- OneDrive sync and Known Folder Move
- Microsoft Defender Antivirus and attack surface reduction rules: events, exclusions, false positives
- Restoring data: File History, OneDrive, Windows Backup for Organizations
Updates and Handover
- Understanding Windows Update client policies, update rings in Intune and WSUS
- Analysing failed updates: error codes, Get-WindowsUpdateLog, repairing the component store
- Uninstalling updates, investigating failed feature updates with SetupDiag
- Documenting cases clearly and handing them over to 2nd-level or vendor support
