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EIEIO / AUTOMATION & EMERGING TECHNOLOGY

Apple Device Support

Course outline

2 days
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Duration

Apple Device Support

2 days

Overview

This course introduces IT professionals to the skills, tools, and knowledge they need to support and troubleshoot Apple devices inside an organization. Articles and guided exercises cover tools and services—including underlying technologies, troubleshooting, and system administration—used to support Mac, iPhone, and iPad users.

Course Objectives

Upon completion of this program, participants should be able to:

  • Set up and restore Apple devices
  • Manage network and sharing on Apple devices
  • Manage apps on Apple devices
  • Manage privacy and security on Apple devices
  • Use diagnostics on Apple devices

Certification Exam

Apple Device Support Exam (SUP-2024-ENU)

Course Pre-requisites

Basic knowledge on how to use Apple devices is recommended

System Requirements

iPhone with iOS 17 or later or iPad with iPadOS 17 or later

A Mac with macOS 14 or later

Day 1

  • 1. Preparing for the Course
  • What You'll Need (5 mins)
  • iPhone with iOS 17 or later
  • iPad with iPadOS 17 or later
  • Mac with macOS 14 or later
  • Preparing for the course (5 mins)
  • 2. Preparing for the Exam
  • Preparing for the Exam
  • Reviewing the Learning Objectives
  • Taking the Exam
  • 3. MDM, AppleID, iCloud and Continuity, and Passkeys
  • Getting to know MDM (10 minutes)
  • Defining MDM
  • Understanding how MDM manages devices
  • Determining whether a device is managed
  • Checking the payload details
  • Using your MDM knowledge
  • Getting to know Managed Apple IDs (15 minutes)
  • Using an Apple ID
  • Creating and using a Managed Apple ID
  • Creating and Using a Personal Apple ID
  • Getting to Know iCloud and Continuity (10 minutes)
  • Getting to Know iCloud
  • Getting to Know Continuity
  • Managing Passkeys (10 minutes)
  • Managing Passwords and Passkeys
  • Using Passwords and Passkeys on Managed Devices
  • 4. Setting Up and Restoring iPhone or iPad
  • Backing Up iPhone or iPad (60 mins)
  • Set Up for This Tutorial
  • Choose a Backup Method
  • Back Up to iCloud
  • Back Up to a Mac
  • Troubleshoot iCloud Backups
  • Manage Backups on a Mac
  • Back Up with Apple Configurator for Mac
  • Moving to a New iPhone or iPad (30 mins)
  • Set Up for This Tutorial
  • Prepare your Current iPhone
  • Set Up Wirelessly with Quick Start
  • Finish Setting Up Your Device
  • Decommission Your Old iPhone
  • Restoring iPhone or iPad to Factory Settings (30 mins)
  • Set Up for This Tutorial
  • Restore Using the Device
  • Restore Using a Mac
  • Restore Using Apple Configurator
  • Restoring iPhone or iPad from a Backup (45 mins)
  • Set Up for This Tutorial
  • Restore from an iCloud Backup
  • Restore from a Mac Backup
  • Restore from a Backup Using Apple Configurator
  • Troubleshoot Restore Issues
  • Reviving iPhone or iPad Using Apple Configurator (30 mins)
  • Set Up for This Tutorial
  • Enter Recovery Mode
  • Revive Your Device
  • Backing Up and Restoring Using Apple Configurator (30 mins)
  • Set Up for This Tutorial
  • Customize and Prepare a Device
  • Back Up Using Apple Configurator
  • Apply the Blueprint and Confirm Settings
  • 3. Managing Network and Sharing on iPhone or iPad
  • Troubleshooting Cellular Data (20 mins)
  • Set Up for This Tutorial
  • Troubleshoot No Service or Searching Issues
  • Check for Carrier Settings Updates
  • Troubleshoot SIM Card Issues
  • Use eSIM
  • Using Personal Hotspot (30 mins)
  • Set Up for This Tutorial
  • Turn On Personal Hotspot
  • Connect Using Wi-Fi
  • Connect a Mac Using USB
  • Configuring Wi-Fi Settings on iPhone or iPad (15 mins)
  • Set Up for This Tutorial
  • Connect to a Wi-Fi Network
  • Connect to a Captive Wi-Fi Network
  • Connect to Wi-Fi Networks Automatically
  • Connect to Wi-Fi with a Private Address
  • Forget a Wi-Fi Network
  • Troubleshoot Wi-Fi Settings
  • Sharing Files with AirDrop on iPhone or iPad (20 mins)
  • Set Up for This Tutorial
  • Prepare Devices for AirDrop
  • Share Files with AirDrop
  • Troubleshoot AirDrop
  • 4. Managing Apps on iPhone or iPad
  • Troubleshooting Apps on iPhone or iPad (15 mins)
  • Set Up for This Tutorial
  • Troubleshoot Unresponsive Apps
  • 5. Managing Privacy and Security on iPhone or iPad
  • Resolving Apple ID Password Issues (20 mins)
  • Set Up for This Tutorial
  • Create a Recovery Key
  • Add a Trusted Phone Number
  • Use a Recovery Key
  • Managing Privacy on iPhone or iPad (30 mins)
  • Set Up for This Tutorial
  • Configure Location Services and App Access
  • Set Up Privacy Report and Tracking Transparency
  • Configure Safari and Mail Privacy Protections
  • Review App Privacy Nutrition Labels
  • Configure Private Wi-Fi Address
  • Reset Location and Privacy
  • Follow Privacy Protection Best Practices
  • Using Find My on iPhone or iPad (45 mins)
  • Set Up for This Tutorial
  • Turn On Find My and Activation Lock
  • Use the Find My App
  • Erase a Device Using the Find My App
  • Use Find iPhone on iCloud.com
  • 6. Using Diagnostics on iPhone or iPad
  • Using Sysdiagnose to Troubleshoot iOS or iPadOS (20 mins)
  • Set Up for This Tutorial
  • Run Sysdiagnose and Locate the Log File

Day 2

  • 1. Setting Up and Restoring Mac
  • Troubleshooting Mac Startup Issues (20 mins)
  • Set Up for This Tutorial
  • Use macOS Recovery
  • Use Safe Mode to Isolate Issues
  • Restoring a Mac to Factory Settings (45 mins)
  • Set Up for This Tutorial
  • Use Erase Assistant to Erase a Mac
  • Use Disk Utility to Erase a Mac
  • Use Apple Configurator to Restore a Mac
  • Moving to a New Mac (30 mins)
  • Set Up for This Tutorial
  • Move Content with Migration Assistant
  • Resetting Login Passwords (30 mins)
  • Set Up for This Tutorial
  • Use an Administrator Account
  • Use an Apple ID
  • Use a Recovery Key
  • Managing Login Keychains (30 mins)
  • Set Up for This Tutorial
  • Use Passwords Settings
  • Reauthenticate to Your iCloud Account
  • Use Keychain Access to View the Login Keychain
  • Locate and Import Archived Login Keychain Items
  • 2. Managing Network and Sharing on Mac
  • Troubleshooting Network Connectivity on Mac (15 mins)
  • Set Up for This Tutorial
  • Check the Network Configuration
  • Verify DHCP settings
  • Use Networking Tools to Test Connectivity
  • Troubleshooting Wi-Fi Connectivity on Mac (10 mins)
  • Set Up for This Tutorial
  • Analyze the Wireless Environment
  • Create a Diagnostics Report
  • Sharing Files with AirDrop on Mac (20 mins)
  • Set Up for This Tutorial
  • Prepare Mac Computers for AirDrop
  • Share Files with AirDrop
  • Troubleshoot AirDrop Issues
  • 3. Managing Privacy and Security on Mac
  • Turning On FileVault (15 mins)
  • Set Up for This Tutorial
  • Choose Your FileVault Recovery Option
  • Learn About Bootstrap Tokens
  • Turn On FileVault
  • Managing Privacy on Mac (20 mins)
  • Set Up for This Tutorial
  • Allow Privacy Permissions for an App
  • Adjust Privacy Settings
  • Reset Privacy Settings on a Mac
  • Managing Mac Sharing Settings (45 mins)
  • What You'll Need
  • Turn on Screen Sharing
  • Turn on Internet Sharing
  • Configure AirPlay Receiver Settings
  • Learn About Other Sharing Services
  • Using Find My on Mac (45 mins)
  • Set Up for This Tutorial
  • Turn On Find My Mac and Activation Lock
  • Locate a Device with Find My
  • Erase a Mac with Find My
  • Use Find My on iCloud.com
  • 4. Using Diagnostics on Mac
  • Using Activity Monitor (30 mins)
  • What You'll Need
  • View Information About Mac Processes
  • View Energy Consumption Information
  • Close Unresponsive Apps and Processes
  • Run System Diagnostics in Activity Monitor
  • Using Console (30 mins)
  • Set Up for This Tutorial
  • Use Console to View Logs
  • Locate Activities, Errors and Faults
  • Review Crash Reports
  • Continuing Your Learning (5 mins)

Programme scope, delivery arrangements and suitability are confirmed during enquiry.