Knowledge Enables Success

Gain the foundational knowledge needed to administer, configure, and utilize your BeyondTrust solution for optimum performance. BeyondTrust University training is designed to maximize the value of your BeyondTrust solutions by educating your users on best practices for configuring and using our products.

The Remote Support Administration course is ideal for administrators and support managers who want to learn how to configure and extend Remote Support for your unique environment. During the course, they will learn how to efficiently administer and configure Remote Support on an ongoing basis.

Flexible Training Options

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This course is available in these formats:

  • Shared or Private Virtual - 16 hours over 4 days
  • Private On-site - 2 days (up to 10 learners)

All courses come with manuals, virtual lab environments, and access to BeyondTrust University’s education portal.

Key Learning Objectives

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  • Configure the Appliance – Learn how to configure Remote Support in the network, including: software installation, defining email alerts, and saving site backups
  • Establishing Security Policies – Set site-wide security options, define local users, create group policies, and add users and support teams through existing directory services, such as Active Directory
  • Enabling Support Options – Learn about representative and customer-initiated support options. Configure Support Buttons, Canned Scripts, Special Actions, collaboration, Jump technology, and public portals for deployment

CPE Certification Credits

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Participants who successfully complete the Remote Support Administration training are eligible to take the associated BeyondTrust Certification exam. Earn up to 16 hours of Continuing Professional Education (CPE) credits.

Upcoming Courses

May 13 - 16, 2024

1:00pm - 5:00pm (ET) each day

3 seats available
May 28 - 31, 2024

5:00am - 9:00am (ET) each day

9 seats available
June 10 - 13, 2024

1:00pm - 5:00pm (ET) each day

9 seats available
June 24 - 27, 2024

5:00am - 9:00am (ET) each day

9 seats available
July 15 - 18, 2024

1:00pm - 5:00pm (ET) each day

8 seats available
July 29, 2024 - August 1, 2024

5:00am - 9:00am (ET) each day

9 seats available

Course Syllabus

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Unit 1: Remote Support Introduction
Welcome Course Overview
Lesson 1: How Remote Support Works
Lesson 2: Representative Console Interface
Lesson 3: Administrator Interfaces
Lesson 4: What is Supported
Lesson 5: Version Options & Features
Unit 2: Configuration Options
Lesson 1: Setting Site-Wide Options
Lesson 2: Licensing Management
Unit 3: Support Options
Lesson 1: Defining Skills
Lesson 2: Defining Support Teams
Lesson 3: Defining Issues
Lesson 4: Configuring the Support Button
Lesson 5: Canned Scripts & Custom Special Actions
Unit 4: Jump Technology
Lesson 1: Understanding Jump Methods
Lesson 2: Creating Jump Groups
Lesson 3: Adding Jump Item Roles
Lesson 4: Deploying Jump Clients
Lesson 5: Deploying Jumpoints
Unit 5: Security and Roles
Lesson 1: Setting Security Options
Lesson 2: Session Policies
Lesson 3: Defining Local Users
Lesson 4: Defining Group Policies
Lesson 5: Defining Group Policies with LDAP
Unit 6: Support Portal
Lesson 1: Creating Public Sites
Lesson 2: Customer Notices
Lesson 3: Customizing the Customer Client
Lesson 4: Understanding HTML Templates
Lesson 5: Modifying Style Sheets
Appendices
Appendix A: References
Appendix B: Using Certificate Management
Appendix C: Permissions
Appendix D: Appliance Features
Appendix E: Configure Representative Console Settings
Appendix F: Glossary
Supplemental eLearning
Vault
Reporting
Integration Client
Appliance Administration
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