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Intermediate2 days / 10 to 14 guided hourspublished
MSP Operations and Helpdesk Engineering: Intermediate
Resolve multi-system incidents, communicate status, and escalate with evidence.
Audience
- Self-paced technical learners
- Instructor-led cohorts
- Enterprise teams preparing staff for hands-on operations
Prerequisites
- Beginner course or equivalent experience
- Comfort with command-line or admin consoles
Outcomes
- Provision an isolated msp operations and helpdesk engineering lab from template metadata.
- Use snapshots, rollback, validation checks, and teardown safely.
- Explain how Microsoft, Windows, Linux fit into an enterprise training environment.
- Produce evidence that an instructor or admin can review.
Course plan
Modules and labs
Each module maps to provisioned lab work, validation evidence, reset/rollback policy, and instructor visibility.
Required templates
Windows 11 client
definedWindows 11 Enterprise evaluation or licensed ISO
TODO: Build desktop image with browser, RSAT, Windows Admin Center tools, and lab wallpaper.
Windows Server 2022 base
definedWindows Server 2022 evaluation or licensed ISO
TODO: Build golden image from valid Microsoft evaluation or customer-licensed media.
Ubuntu Server 24.04
availableUbuntu 24.04 LTS cloud image
SIEM/logging node
definedUbuntu 24.04 LTS plus Wazuh stack
Validation checks
Windows management reachable
The student access gateway can open a Windows console session.
Linux SSH reachable
SSH handshake succeeds with the issued short-lived credential.
SIEM receiving logs
A generated test event appears in the tenant security index.