Kristian Nietzold

Troubleshooting and Service Desk Evidence

Incident-style write-ups based on the Microsoft Infrastructure build labs, showing triage, evidence gathering, root cause, validation and escalation judgement.

Purpose

The build labs prove what was configured. This section proves how I investigated faults, captured evidence, identified root cause, applied fixes and wrote support-style closure notes.

Publishing approach: Completed tickets are linked below. Planned ticket themes are listed as a roadmap and will be added as separate pages after the related build evidence exists.

Completed tickets

Completed

TS-001: Domain DNS Resolution Failure on Multi-NIC Client

I investigated a domain DNS failure on CL1 caused by multi-NIC DNS priority, corrected interface metrics and DNS registration behaviour, removed stale records, and validated domain resolution through DC1.

  • Area: Active Directory, DNS, domain join readiness
  • Devices: CL1 and DC1
  • Root cause: NAT adapter DNS priority overriding internal AD DNS
  • Validation: nslookup corp.nietz.co.uk resolved through DC1
Open Ticket

Ticket structure

Template

Standard ticket format

  • User impact and affected service
  • Symptoms and reproduction steps
  • Initial checks and evidence gathered
  • Root cause or likely cause
  • Fix or escalation path
  • Validation and closure note
AD / Windows

Domain and file access tickets

  • User cannot access mapped drive
  • Group Policy not applying
  • Domain join or DNS lookup failure
  • Account lockout or password reset issue
Microsoft 365

Email and collaboration tickets

  • Shared mailbox access not working
  • Send As permission not visible
  • Mail flow failure investigated with message trace
  • Teams channel or membership visibility issue
SharePoint / OneDrive

File collaboration tickets

  • User can open a link but cannot browse to the library
  • OneDrive share recipient cannot access file
  • External sharing blocked by policy
  • SharePoint permissions or membership mismatch
Entra / Intune

Modern endpoint support tickets

  • MFA prompt or sign-in failure investigation
  • User missing authentication method
  • Device not enrolled in Intune
  • Device non-compliant or app deployment failed
Escalation

What this section should prove

  • What first line can check safely
  • When to escalate to second line or infrastructure
  • How to write useful ticket notes
  • How to validate before closing a request