I am building a simulated corporate IT environment to practice a variety of Tier-2 helpdesk scenarios in a controlled, hands-on lab.

The environment includes multiple standard user accounts, administrative accounts, and network services to mimic real-world enterprise IT operations.

This setup allows me to reproduce and troubleshoot common L2 incidents such as DNS resolution failures, authentication issues, access and permissions errors, intermittent network drops, and security-related incidents.

Key Focuses:

• Tier-2 troubleshooting workflows: Systematic investigation of complex user-impacting incidents across network, system, and application layers

• Endpoint and network diagnostics: Using tools and commands such as ipconfig, ping, nslookup, and firewall checks to isolate issues

• Root cause analysis: Identifying misconfigurations, service failures, and access issues

• Preventive planning & monitoring: Implementing policies, monitoring strategies, and documentation for recurring incidents

• IT workflow simulation: Practicing real-world helpdesk escalation paths, incident prioritization, and resolution documentation