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Mac OS X 10.5 Help Desk Support

3 Day Course Price: £795 or


3 Day Course, 1 Day FREE delta upgrade to Apple Authorised
Mac OS X 10.5 Support Essentials plus exam: £975

Mac OS X 10.5 Helpdesk Support is a three-day, hands-on course that provides an intense and in-depth exploration of troubleshooting on Mac OS X. This course is designed to give you a tour of the breadth of functionality of Mac OS X and the best methods for effectively troubleshooting issues that arise.

Who should attend?
This class is for help desk specialists, technical coordinators, service technicians and others who support Mac OS X customers. This could include help desk personnel in businesses that use Mac OS X systems for general productivity or creative design, service technicians who support Mac OS X customers, and technical coordinators or power users who manage networks of Mac OS X systems for their organisation — such as teachers and technology specialists who manage a classroom network or computer labs.

Prerequisites
Students should have the following prerequisite knowledge prior to attending this course:

• Basic Mac OS X knowledge
• Basic troubleshooting experience

Course Overview
• Installation: Mac OS X installation process and common user issues and troubleshooting techniques regarding installation.
• Command-Line Interface: Using the Terminal application, use BSD commands to accomplish simple administration tasks. The user and group permissions model as applied in Mac OS X.Understanding POSIX permissions.
• User Accounts: Creating user accounts for multiple users on Mac OS X and troubleshooting common account problems.
• FileSystems: The Mac OS X file system, including formatting of disk drives, the fi le system layout, and how files are managed on Mac OS X.
• Application Environments: The differences among native, BSD and Java running on Mac OS X.
• Networking: Configure Mac OS X workstations to access network- based services. Use the Network Utility tool to determine if the cause of the problem is on the workstation or on the network when a system is unable to access network services.
  • Network Services: Using Mac OS X to access network services, including file, mail, and web servers, as well as basic directory services. Understanding common issues when accessing networking services. Using Mac OS X to provide network services. Sharing files using AFP, SMB, FTP, and HTTP. Securing services using the Mac OS X firewall.
• Peripherals and Printing: How peripherals are supported in Mac OS X, with an emphasis on USB, FireWire, and Bluetooth buses. Configuring and troubleshooting printing on Mac OS X.
• Time Machine: Configure and Troubleshoot Apple's new built-in backup application, Time Machine.
Troubleshooting: Troubleshooting the different stages of the Mac OS X startup sequence. Using the troubleshooting flowchart and the various resources and practices to troubleshoot workstation problems.