Helpdesk Tier 3: Advanced Endpoint Engineering
An advanced follow-on for working technicians: deep root-cause analysis, PowerShell & Microsoft Graph automation at scale, advanced endpoint security & identity, and AIOps with agentic automation for modern endpoint operations.
32 lessons · 4 modules
Module 1
Advanced Troubleshooting & Root Cause Analysis
- 01 The Tier 3 mindset: escalation engineering and RCA
- 02 Advanced Windows internals: boot, registry, services & drivers
- 03 Performance analysis and bottleneck hunting
- 04 Crash and hang analysis: BSODs, dumps & WinDbg basics
- 05 Advanced network diagnostics with Wireshark
- 06 Log analysis at scale
- 07 Systematic RCA frameworks
- 08 Writing the RCA report and running a post-incident review
Module 2
Automation: PowerShell & Microsoft Graph at Scale
- 01 PowerShell deep dive for administrators
- 02 Microsoft Graph API and the PowerShell SDK
- 03 Automating Intune and Entra with Graph
- 04 Intune proactive remediations
- 05 Configuration as code for endpoints
- 06 Building reusable automation modules with error handling
- 07 Scheduled automation and runbooks with Azure Automation
- 08 Lab: automate a real Tier 3 workflow end to end
Module 3
Advanced Endpoint Security & Identity
- 01 Zero Trust architecture for endpoints
- 02 Advanced Conditional Access and risk-based policies
- 03 Microsoft Defender for Endpoint and advanced hunting
- 04 EDR and endpoint incident response
- 05 Hybrid identity: Entra Connect and on-prem Active Directory
- 06 Certificates and PKI for endpoints
- 07 Data protection: BitLocker, DLP and Purview
- 08 Lab: handling a security incident end to end
Module 4
AIOps, Monitoring & Agentic Automation
- 01 AIOps: what it is and where it fits in endpoint operations
- 02 Monitoring and observability for endpoints
- 03 KQL for endpoint telemetry
- 04 AI copilots for IT operations
- 05 Building an AI agent for endpoint triage
- 06 Automating remediation with AI: guardrails and approvals
- 07 Proactive and predictive support with AI
- 08 Capstone: design a Tier 3 AIOps solution + advanced certification roadmap