IT Support / Helpdesk
High-volume user tickets with fast acknowledgement and clean closure notes.
- L1 triage
- Independent resolver
- Escalation-ready analyst
- Shift lead
Cert mapping: CompTIA A+, ITIL 4 Foundation, MS-900, MD-102
Role Simulation Coverage
Role practice
Job-role realism coverage
DiamOps defines role-specific tools, decisions, senior tips, and scenario families so the core loop reflects IT Support, NOC, SOC, Cloud, DevOps, SysAdmin, and app support.
Defensive scope: SOC practice stays on monitoring, triage, and containment — no offensive tooling storylines.
SOC / Security Operations
High-risk alerts require fast evidence gathering without panic-driven action.
- Alert triage
- Timeline builder
- Containment coordinator
- Incident lead
Cert mapping: Security+ SY0-701, CySA+ CS0-003, SC-200, BTL1
NOC / Monitoring
Service-impacting alerts are prioritised by blast radius and customer impact.
- Alert confirmer
- Blast-radius analyst
- Service coordinator
- Outage lead
Cert mapping: Network+ N10-009, CCNA 200-301, Splunk Core User, ITIL 4 Foundation
Cloud Operations
Cloud incidents balance availability, security, cost, and change risk.
- Resource checker
- Change-aware operator
- Recovery coordinator
- Cloud operations lead
Cert mapping: AWS Cloud Practitioner, AWS SysOps SOA-C02, Azure AZ-104, Terraform Associate
MSP Operations
Competing clients and uneven SLA risk require disciplined queue ordering.
- Client triage
- Priority balancer
- Escalation coordinator
- Client operations lead
Cert mapping: CompTIA A+, Network+, Security+, ITIL 4 Foundation, MS-900
DevOps Operations
Deployment pipelines, service health, rollback decisions, and change timelines.
Cert mapping: Docker Certified Associate, CKA, CKAD, AWS DevOps Professional, AZ-400
SysAdmin Operations
Linux services, storage pressure, permissions, backup state, and operational recovery.
Cert mapping: Linux+ XK0-005, LPIC-1, RHCSA, Server+, AZ-800/AZ-801
Incident Response / DFIR
Security timelines, containment decisions, evidence preservation, and post-incident notes.
Cert mapping: GCIH, GCFE, GCFA, CHFI, EnCE
Detection Engineering
Alert quality, signal tuning, false-positive analysis, and monitoring coverage.
Cert mapping: GDAT, GCED, Splunk ES Admin, SC-200, Elastic Certified Analyst
Platform Engineering
Shared infrastructure, deployment safety, cloud resources, and reliability practices.
Cert mapping: CKA, CKS, AWS SA Pro, GCP Cloud DevOps, Vault Associate
Infrastructure Operations
Networks, servers, cloud resources, monitoring, and cross-team incident coordination.
Cert mapping: Network+, CCNA, Linux+, AWS SysOps, Azure Administrator
IT Support / Helpdesk
User-facing tickets, identity issues, devices, VPN, access, communication, escalation.
Tools simulated
- Ticket queue
- User comms notes
- Knowledge base
- Identity/account checks
- Remote support style checklist
Good performance looks like
- Can explain issue to a user
- Checks obvious causes before escalation
- Verifies the user workflow works again
Senior tip: Start with scope: one user or many users? Then check identity, device, network, and recent changes in that order.
NOC / Monitoring
Alert triage, service dashboards, SLA pressure, correlation, outage handoff.
Tools simulated
- Monitoring alert
- Service status panel
- Ping/DNS checks
- Incident timeline
- Escalation notes
Good performance looks like
- Checks blast radius
- Separates symptom from root cause
- Escalates with evidence, not guesses
Senior tip: Confirm whether this is one host, one site, one service, or everything. Severity depends on scope.
SOC Tier 1
Alert triage, log review, suspicious activity checks, containment/escalation decisions.
Tools simulated
- Security alert
- Auth logs
- IP/user context
- Timeline view
- Escalation decision
Good performance looks like
- Does not panic on one log line
- Builds a timeline
- Escalates high-risk evidence clearly
Senior tip: SOC work is evidence and timeline. Identify user, source, time, action, and whether behaviour is normal.
Cloud Support
AWS-style incidents, IAM, security groups, EC2 health, cost/availability impact.
Tools simulated
- Cloud resource summary
- IAM/config clue
- Security group clue
- Health check
- Rollback/escalation note
Good performance looks like
- Checks permissions and network path
- Avoids risky production changes
- Documents blast radius
Senior tip: Cloud fixes can create new outages. Check IAM, network rules, instance health, and recent changes before editing anything.
Junior DevOps Support
Deployment failures, logs, build checks, service restart/rollback thinking.
Tools simulated
- Deploy log
- Service status
- Rollback checklist
- Build output
- Change timeline
Good performance looks like
- Links failure to recent change
- Checks logs before restart
- Knows when to rollback
Senior tip: Most DevOps incidents start with: what changed, when did it change, and what evidence proves that change caused the issue?
Junior SysAdmin
Server health, services, logs, permissions, disk/memory/process checks.
Tools simulated
- Linux command hints
- Service log
- Disk/memory clue
- Permission clue
- Verification command
Good performance looks like
- Checks service status
- Uses logs
- Verifies system recovery
Senior tip: For server tickets, check service status, logs, resources, and recent config changes before restarting anything.
Full Stack Support
Bug reproduction, frontend/backend/log separation, user impact, safe handoff to devs.
Tools simulated
- Browser console clue
- Backend log clue
- Reproduction checklist
- Bug handoff note
- Impact summary
Good performance looks like
- Can reproduce issue
- Separates frontend/backend/data
- Writes useful developer handoff
Senior tip: A good junior support engineer does not just say 'bug'. They explain how to reproduce it and where evidence points.