Online contact management for Technical Support

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in our last video we discussed our sad tool and that is something which is going to be very important when you have that machine access but other than that you also will come across different type of management tools that companies use now i'm not going to go into a lot of advanced tools at this point because you need to learn um a lot of different things and then later on we are going to do a full session on remote troubleshooting tools or remote access tools and that is something that we will cover later on uh in this training but for now let's just jump into the same windows 10 machine and let's see what management tools are already a part of a windows 10 operating system that you may come across or you should know a little bit about it to have that confidence on a windows 10 machine at the power user level so we are back at our help this machine that we have created so let's say you started a work in a company and someone just handed this machine to you with active directory already uh added or now you know how to add it yourself if they ask you can you put a rsat on your machine because you have admin access now of course uh the local computer comes with its own management tools as well so you can use those type of management tools to to use it on this machine or let's say you get a call from a user and the user is asking you something or you have to do something on that machine directly whether you're using your own machine to do this practice or maybe you go to a user machine and then you can open the same thing so let's say if i type computer uh you will come come across certain uh tools like that so if you look at it computer management is the first one that i like to open because this is where some of the management tools will be available to you in this specific machine so of course uh we cannot cover every single thing in here because usually it doesn't we don't use it that much in a help desk world for example you may be given a test to create a task on on a specific user's machine because it has to do something on the computer on a daily basis so you will come across this system tools right here where you can create that task scheduler so is this something that is going to be normal no not really not not a lot of people use this for a normal basis but this is available right here event weaver is something um that you may come across in some sort of troubleshooting when you are working with users so let's say you're in front of that machine and you are having an application error where you double click on some installation for that user and something happens but it never gives you a very good message or very good error then you may want to come to the application logs in event viewer and here you may see something that is not working with like a little bit of error or x sign so when you click on it it gives you a lot more details in here and then you can troubleshoot further after that of course the rest of the things are system wise this is another logs you're going to see if a system is having an issue a lot of information will be available right here and that's going to be another research for you it will always be something that you will click on and then you will look at it okay this is what's happening and then you're going to go to google if you don't know too much about computers and most likely a lot of even experts will go to google to find things then the rest over here is it's going to show you share folders if you want to quickly find out the share for share folders in this computer you can click on it and it will show shell share folders in this one area if you don't know too much about the command line then this is a good way to do it now this is going to be the common one right here where you may come across a lot of time when you build a new computer for some one that's a brand new laptop came from companies and you have to create that first user and then maybe a company will ask you to remove this admin or change its name to something else or create a new account and disable this admin account you can see this one is disabled by default or they may say add a new account or change the password so this is a local stuff that's going on and i have done many many trainings and when i tell someone can you add a lo can you add an active directory account because people are watching our videos because people are panicking and they go to active directory training very quickly and then they don't spend too much time on windows troubleshooting or windows basics a lot of people don't even know how to add a local user in a computer they struggle when i tell them can you add a user in a computer so remember if you go to the interview and someone asks you these questions they may ask you this question first before the active directory type of skills so if you're unable to do this very basic thing then of course you're going to have a hard time getting that job because that person will say yes you did all these trainings but you're lacking a very basic skills and that is just adding a local user in active direct sorry in computer it's very important for you to know this because let's say an active directory account is not working um if let's say this is our machine and we try to log in and with our actual directory user and password that we have created over here in this active directory let's say this is not working over here like these these username and and you will come across this scenario where you will have users in active directory and when they log into their machine they get this error that you know domain is not available or trust relationship is lost then how do you fix it you know you need to know how to get into the machines locally then and that's where you need to know about these uh users and username and passwords in this area so you can go back to the local machine remove it from the domain join it and do whatever with it but you have a local admin access if you don't know this then of course you cannot do a lot of troubleshooting at this level because you just don't have access or you don't know how to do it so it's very important to come over here right click here add a new user just like active directory it's the same options but it's just a little more limited and this is only local so when you add this account over here it does not apply on these other machines it's everything is local so powerful stuff going on over here then there's this device manager where you can see all these computer uh you know different type of drivers and and things like that if you right click on it you can see you can scan driver you can go to the properties you can expand it more and this will be important because when you are working with dual monitors or different type of devices or adapters you may need to come over here and update the driver sometimes you may need to uninstall it reinstall it you may have to do some certain troubleshooting with it for you to figure out something that is going on with that specific machine usually this would be more of like that tedious type of ticket that you got for the first time and you're like huh what is going on over here and you may get into it and it works or you it may be an image that you have been given and say hey this is a good image so go ahead and just this image on all of these machines 200 machines and if let's say it has some issue going on with that image then it's going to be replicated to all of these computers so understand this area as well you know um and then come coming back to disk management uh super important because sometimes people may want to ask you to create a different disk or add a new disk or a virtual disk or format a disk so you need to understand a little bit about disks and everything as well and then there is a services section if you come to the services this may be also something that a ticket will come to you that hey can you restart this service we just implemented the solution and inside the computers there's this new service you need to restart or change the password for it or enable it or auto enable it whatever you want to do with it this is going to be a a spot for you and a lot of sysadmins cannot live without knowing about services so later on this type of skills is going to help you later on when you become cis admin because that's where we heavily rely on these two areas which is logs and the services is super important for sys admins now windows management we're not going to get into this right now because again this is another management area where you can use you can go even beyond that you can go and advance management for windows even remote way of doing it as well so the whole point of this is that this is a management area now you can see this is a local level but you can access a computer on a network by right clicking on this connect to another computer as long as you have a domain access and that computer is not uh you know it's not basically blocking this type of access maybe a firewall needs to be turned on or maybe a rule in firewall needs to be turned on so all you got to do is you're going to come over here and you have to basically search that computer so right now we don't have any computers here but you can search p labs under practice labs so you see we have this machine already added to basically a domain controller we can you can practice by adding it and disable the firewall and then when you click on connect it's going to connect to that machine but it's just going to show that these are the machines that are part of that you know active directory so if i do this basically um of course it it it needs to connect and if a firewall is turned off or turned on somehow either this may work or not but that's just to show you that you can connect to a different machines from here remotely let's say you got into a company remotely in your machine and then you have other machines having issues but you don't want to tell the user at this point so you can do that now i got this this this issue right here which is fine we're not going to get into that that's a firewall issue right there we can turn on the firewall it will start working so other thing in that you're going to need to know about about this computer is just knowing about windows 10 you will be amazed how many people are gonna call you that where is the folder where where's my documents where's this where's that where's onedrive where can i get my files um you know maybe you're doing something with a computer itself you need to find let's say a host file now if you are going to get into something like that again where do you go you go back to our website where you even if you have light membership you will start with the part one course and when you click on part one course let me go ahead and refresh that and let's say you go to this like i said you can have a light membership and you will still have access to all of our courses so this is where we we just can't go beyond this type of basics because you need you need to learn a lot about windows 10 and part one is all about that part two is about that so when you go into this course you can see uh this goes into that you know the first thing is that it's gonna go a lot of you know theories and things like that where you need that if you feel like you you're lacking that core fundamentals what is ip addresses what is network and basics like that and you want to learn it from the way we teach then again this is the best course to take because here you're going to go into tiny mining things using research removing from machine from our domain uh encryptions uh you know installations all that kind of stuff management tools uh the things that we just discussed a little bit exploring component services listing drivers event logs this is a huge course if you want to get into that kind of learning command prompt all the way down right here you know with all of this stuff that i'm we have covered here then i think even if you have light membership then you're going to watch the videos and you can try to replicate some of the things but if you want to do hands-on everything when you see something in this video and you want to do it hands-on then of course you need premium access because that's what we are promoting in our in our membership because we want people to follow exactly what we are doing on the labs and that's only possible when you have premium labs so if you want to get to that level of learning and you are missing that learning then i think i highly recommend you should go with that but if you feel like by watching these videos that i'm teaching in this skills development labs i think it's enough for you and you can just kind of like bypass some things and later on learn it after your job or you get a job and then you have some more time then yes you can do that later on too so the rest of the things in this uh you know is not much because most of the time it's going to be up to the ticket so a ticket could be like we want to update our systems or someone say hey i'm getting a lot of windows alerts about updates usually a company takes care of updates and everything and here you may be able to go into the com the user machines and just do it directly over here some things would be like related to defender or windows security so you may come over here and you may have to enable or disable some applications that may be causing issues uh it could be legit applications from a company and you have to allow those applications in here or firewall or you know updating the threat levels and everything in this you may have to do all of this stuff for company users if they um ask you that they need some help with this stuff because remember a user can have a limited rights i mean some user may be able to do them themselves even if they can they just won't be able to do it because they don't have that kind of access every time they they try to do something that requires evaluated access it's going to ask them for username and password and they don't have that right you have to come over here you have to put your username and password and then run that that specific task for them for example um installing a normal application like pdf reader or whatever that is a user cannot just go and download those and run it you have to do it from them so lastly i would say spend some time on control panel um and here when you come to the control panel when you click on it it's going to show you multiple uh management features over here again so one is the programs because a lot of time you have to and uninstall application for users and the best way you can learn more about it is open this page like that sorry this window and click on small icons so it's going to show more so here's the administrative tools that you have already installed in this computer with additional features so it's already there but now you have additional features in here like print management recovery drive registry editor things can get more advanced if you want to go into more advanced stuff then you may be working with the computers or sorry with uh with some kind of applications that may save windows credentials and sometimes you may be logging into that and there will be issues going on so you may want to come over here and remove some credentials or do something like add credentials so you may see that this is somewhere you may come across for troubleshooting purposes then we have these other information like for example remote app and desktop connections uh we're going to come to that later on then we have date and time sometimes people say hey i want to change my time my channel is not correct this is where you need to come and change the time zone for the users uh sometimes they may ask for the power management that my computer is going to sleep mode and i need some help you need to come over here and play around with this different type of power plants and some advanced settings sometimes when you're working on this remember you want to learn this locally first but later on you're going to learn how to control most of these settings from group policy just like active directory is being managed it's managing users and computers this group policy can can manage these tiny mining things from that domain controller as well that's why it's powerful that's why it's managed so we don't have to go to each and every computer try to add users try to do changes in internet options and and change some applications we don't do this in a very large environment we don't do this by single machines we have to go and do it from a very managed way but knowing it directly is very important because whenever you get a computer for the first time it has no management so you do need to know some of these features from here to just kind of do the basics um so now quickly go to the troubleshooting section and play around with the troubleshootings just know that there are some windows troubleshooting already available out there but in most cases i think google is your best friend you will find communities and google to find best solutions for troubleshooting and with some time you're going to find your own techniques from your co-workers your work documentations that's going to be the key for trevor shooting other than that like i said if you want to learn more about management and getting into windows and you want to be very comfortable with it then do what go back to the job skillshare part one course and finish this course do part two and continue the flow of a full program and then you should be good to go with this whole learning thank you and i'll see you in next video