SPE-30/ Networks and End-User Support / Les Réseaux et le Support Utilisateurs

3-Day Intensive Course for IT Support & Network Professionals

3 Intense Days
7 Hours per Day (Split into two 3.5-hour sessions)

Learning Path Visual

Your step-by-step path from core networking to high-impact user support:

Day 1: Core Networking Fundamentals & Infrastructure
Master the essential components of network communication — from IP addressing and routing to switches, firewalls, and Wi-Fi — with hands-on labs and real-world scenarios.

Day 2: Troubleshooting & Diagnostics for Helpdesk and Support Teams
Learn how to triage user issues across devices, applications, and networks. Use diagnostic tools and logs to resolve outages, latency, and configuration errors.

Day 3: End-User Support, Ticketing Systems & Remote Tools
Deliver professional, secure user support using ITSM tools, knowledge bases, and remote troubleshooting platforms. Build workflows to reduce resolution time and increase satisfaction.

Course Overview

Smooth IT operations depend on strong networks and responsive end-user support. This course equips IT staff, helpdesk professionals, and junior sysadmins with the technical and communication skills to keep systems running and users productive.

You’ll gain practical experience in network management, support diagnostics, and ticket-based workflows, preparing you for Tier 1–2 roles in IT departments, MSPs, and enterprise environments.

You’ll learn how to:

• Configure routers, switches, DHCP, DNS, and firewalls

• Understand IP addressing, VLANs, subnets, and NAT

• Use tools like ping, tracert, nslookup, and Wireshark for diagnostics

• Troubleshoot connectivity and performance issues at the user and network level

• Operate ticketing systems (e.g., Zendesk, Freshservice, GLPI) with proper escalation workflows

• Provide remote support using secure, compliant tools

• Communicate effectively with non-technical end users and stakeholders

• Build and maintain IT knowledge bases and self-service resources

This course bridges network administration, end-user communication, and service delivery workflows — helping you become a reliable IT front-liner.

What’s Inside Each Day

Day 1 — Core Networking Fundamentals & Infrastructure

• OSI model & TCP/IP basics

• IPv4/IPv6 addressing, subnetting, and private IP ranges

• Routing vs. switching (static, dynamic, VLANs)

• Network topologies and device roles

• DNS, DHCP, NAT, and gateway configuration

• Wireless networks and enterprise Wi-Fi troubleshooting

• Hands-on: Configure a basic LAN with routing, DHCP, and VLANs

Tools: Cisco Packet Tracer, Wireshark, ipconfig/ifconfig, DHCP servers
Focus: Infrastructure • IP Networking • Device Configuration

Day 2 — Troubleshooting & Diagnostics for Helpdesk and Support Teams

• Understanding typical user complaints and triage questions

• Endpoint troubleshooting: OS, drivers, application conflicts

• Network diagnostics: latency, dropped packets, DNS issues

• Log reading: Windows Event Viewer, Linux system logs

• Common protocols and port issues (e.g., RDP, SMTP, HTTPS)

• Hands-on: Simulate and resolve layered connectivity problems

Tools: Ping, Tracert, NSLookup, Wireshark, Event Viewer, Log analyzers
Focus: User Troubleshooting • Network Health • Root Cause Analysis

Day 3 — End-User Support, Ticketing Systems & Remote Tools

• Using ticketing platforms: ticket lifecycle, SLAs, prioritization

• Escalation paths and resolution documentation

• Remote access tools (TeamViewer, AnyDesk, RDP, LAPS)

• User communication: scripts, de-escalation, tech-to-plain language

• Building and updating knowledge base entries and internal wikis

• Hands-on: Simulated ticket intake, troubleshooting, and response

Tools: GLPI, Freshdesk, RDP, TeamViewer, IT Glue
Focus: ITSM • Remote Support • User Communication

Course Goals

By the end of this course, you’ll be able to:

• Confidently manage small-to-medium-sized networks

• Diagnose and resolve user-level and network-level issues

• Use industry-standard support tools and documentation systems

• Communicate clearly with users to reduce downtime and frustration

• Operate within ITSM workflows and escalation policies

• Serve as an effective Tier 1–2 technician or IT generalist in any organization

Who Should Take This Course?

• Helpdesk and support technicians looking to level up

• Junior network admins building a foundation in diagnostics and support

• IT generalists responsible for both systems and users

• Managed Service Providers (MSPs) training Tier 1–2 teams

• Tech support leads improving team efficiency and SLAs

• Students and career changers preparing for CompTIA Network+ or ITIL-style environments

Class Reference: SPE-30
Form Updated on: 06/16/2025 (Version 1)
Last Modified on: 06/16/2025

Program Note

This course is updated continuously with current networking standards, support tools, and ticketing system workflows used in modern IT environments.

Links to resources for presentations or summaries:

Computer Networks
Computer Network Fundamentals – YouTube – YouTube
What is ITSM (IT Service Management)? – Definition from WhatIs.com
What is a network management system? – Definition from WhatIs.com
What is software-defined networking (SDN)? – Definition from WhatIs.com
Software-Defined Networking (SDN) Definition – Open Networking Foundation
What is Simple Network Management Protocol (SNMP)? – Definition from WhatIs.com
How will the network manager’s role change in the SDN world?
Latest News Archives – Open Networking Foundation
Lecture OSI and TCP/IP Models – YouTube
News, Tips, and Advice for Technology Professionals – TechRepublic
What is stack? – Definition from WhatIs.com

Brief pédagogique en français

SPE-30/ Networks et End-User Support / Les Réseaux et le Support Utilisateurs est présenté ici en version synthétique française afin que les équipes pédagogiques puissent évaluer rapidement l'intérêt du module.

Le module s'inscrit dans la famille Technologie numérique. Il peut être adapté au calendrier de l'école, au niveau Tous niveaux, au volume horaire 3 jours et aux modalités d'évaluation prévues.

Objectif d'intervention

Ce module vise à donner aux étudiants le langage et les repères nécessaires pour expliquer des systèmes IT.

Livrables et activités possibles

• description de systèmes, incidents, risques ou architectures
• dialogues de support, reporting technique et documentation courte
• présentations ou dossiers alignés avec le niveau de la promotion

Adaptation école

LC peut ajuster le déroulé, la langue d'enseignement, les supports, les exercices et les critères d'évaluation selon la promotion, le diplôme, le niveau d'autonomie attendu et les contraintes de planning.

Pour une version détaillée du syllabus en français, LC confirme le programme final après cadrage du niveau, des heures, du calendrier et des livrables attendus.