L2- L3 Service and Support

Troubleshooting individual machines in the environment falls to the front-line soldiers of the Help Desk or Call Center. In this learning path, we will use a series of use case examples, inspired by true stories, to illustrate key concepts that are common to Service and Support professionals, Field Technicians, and other hands-on L2 and L3 information technology workers.

By the end of this course, you will be able to use SysTrack tools to investigate the root cause of complex computer issues on end-user machines.

Sign in  as a SysTrack customer to start this course.

Prerequisites

L1 Help Desk Technician - Resolve certification course

  • The prerequisite course introduces concepts and use cases that are essential to understanding the topics presented in the L2 / L3 Service and Support course.

IT operational knowledge

  • This course assumes you have an intermediate level of IT knowledge and experience with critical thinking related to root cause analysis of system issues.
  • This course will teach you to use SysTrack tools to expediate your investigation, but you will need general understanding of your computing environment.

Course Objectives

  • Use Resolve to investigate system issues related to latency, application dependencies, hardware, and performance.
  • Apply your critical thinking skills to follow clues.

This course will not cover:

  • Basic L1 Help Desk functions
  • Developing IT knowledge and critical thinking skills

Course Outline

  • Introduction
    • Course Overview
    • Introduction
      • System health
      • Data architecture
    • Case Study
  • The SysTrack Mysteries
    • Prologue
    • The L2/L3 Workflow
    • Mystery of the Crashing Teams App
      • Examining application crashes by checking sensor details, system health, application faults and software changes, installations and usage
    • Investigating with the Black Box: time window and graphing
    • SysTrack tools used:
      • Resolve: Overview > Selected Sensor Details
      • Resolve: Health page
      • Resolve: Black Box page
      • Resolve: Faults page
      • Resolve: Software page
    • The Great Hardware Hustle
      • Investigating application crashes and productivity issues by reviewing sensor details, system health, application faults, and memory, CPU and hardware resources
      • Exploring the Black Box: disk activity and graphing
      • SysTrack tools used:
        • Resolve: Overview > Selected Sensor Details
        • Resolve: Faults page Resolve: Dashboard page
        • Resolve: Health page
        • Resolve: Hardware page
    • Latency at the Green Dragon Saloon
      • Investigating connection and latency issues by reviewing sensor details, network utilization, system health, application latency and dependencies
      • Exploring the Black Box: connections and latency
      • SysTrack tools used:
        • Resolve: Overview page
        • Resolve: Dashboard page
        • Resolve: Health page
        • Resolve: Black Box page
        • Resolve: Dashboard page
        • Resolve: Dependencies page
        • Prevent: Current Issues
        • Desktop Visualizer: Application Latency
    • Dex's Mystery Machine
      • High-level overview of other Resolve tools, including: Hardware, Hardware Diagram, Web Apps, Boot/Login, Event Correlation, All Inventory, Graphing, Comparative Analytics, and the different System pane options in Black Box
    • AppenDEX
    • Resource to view definitions of the data related to System, Network, and Disk presented in the System pane.
  • Conclusion

Tags: Visualizer, Resolve, Prevent, Root Cause Analysis,Performance, Health