1️⃣ Foundations (Must-Have Basics) Goal: Be job-ready for L1 / Helpdesk roles 🔹 Operating Systems Windows 10 / 11 (deep hands-on) Basic Linux (Ubuntu, CentOS) File system, permissions, services 🔹 Hardware & Devices PC/laptop components Printers, scanners, peripherals BIOS/UEFI, boot issues 🔹 Networking Basics IP address, DNS, DHCP LAN, WAN, Wi-Fi Ping, tracert, ipconfig 🔹 Core Skills Ticket handling & documentation Customer communication SLA, priority, escalation matrix 📌 Outcome: You can solve 60–70% common user issues independently. 2️⃣ L1 / L2 Support Skills (Real Corporate Work) Goal: Handle enterprise environments 🔹 Windows Server & Identity Active Directory (Users, Groups, GPO) Password reset, account lockout File & folder permissions 🔹 Email & Collaboration Outlook troubleshooting Mailbox issues Basic Exchange / Microsoft 365 admin tasks 🔹 Software Support MS Office issues VPN clients Antivirus / endpoint protection 🔹 Remote Support AnyDesk, Te...
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