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ISP Help Desk

ISP Help Desk. Working at a Small-to-Medium Business or ISP – Chapter 2. Objectives. Describe the various roles of help desk and installation technicians. Describe the seven layers of the OSI model and how the OSI model is used in troubleshooting network issues.

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ISP Help Desk

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  1. ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2

  2. Objectives • Describe the various roles of help desk and installation technicians. • Describe the seven layers of the OSI model and how the OSI model is used in troubleshooting network issues. • Identify common tools and diagnostic procedures of help desk technicians. • Describe onsite procedures to resolve issues.

  3. ISP Help Desk Organization • Level 1: provide immediate support • Handled by junior-level help desk technicians • Opens the ‘trouble ticket’ • Level 2: handle escalated calls • Usually by more experienced telephone support personnel • Will try using ‘REMOTE LOGIN’ • Level 3: on-site visits • Calls that cannot be resolved over the phone

  4. Roles of ISP Technicians • Managed Service Providers • Support for SLAs

  5. Roles of ISP Technicians • Level 3 onsite support

  6. Interacting with Customers • Incident Management • Interpersonal Skills

  7. Using the OSI Model • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics.

  8. OSI Model Protocols and Technologies • Layer 7 (Application) • Initiates the network communication process • Layer 6 (Presentation) • Encrypts and compresses data for transmission • Layer 5 (Session) • These 3 upper layers create the data • Establish and monitor email session and destination

  9. OSI Model Protocols and Technologies LAYER 4 • packages the data into segments to transport across the network • Adds TCP and UDP port numbers • Delivers data reliably across the network using TCP • Enables uninterrupted streaming of data using UDP • Uses firewall filtering to allow or block traffic Firewalls often use the TCP and UDP port numbers to filter traffic. Therefore, problems that occur at Layer 4 can be caused by improperly configured firewall filter lists

  10. OSI Model Protocols and Technologies LAYER 3 • Adds IP information • Routes between networks • Encapsulates data into packets for transmission • Uses the Destination Address to direct packets across the network

  11. OSI Model Protocols and Technologies LAYER 2 • Transmits data to the next directly connected device in the path • Adds the hardware address (MAC Address) • Encapsulates data in a frame LAYER 1 • Converts data to bits • Generates signals and timing

  12. OSI Model Protocols and Technologies ENCAPSULATION ORDER FROM LAYER 1 TO LAYER 4 • LAYERS 5-7--DATA • LAYER 4--SEGMENTS • LAYER 3—PACKETS • LAYER 2—FRAMES • LAYER 1—BITS

  13. Basic problem-solving procedure • Define the problem • Isolate the cause of the problem • Solve the problem • Identify and prioritize alternative solutions • Select one alternative as the solution • Implement the solution • Evaluate the solution

  14. Troubleshooting the OSI Model • Using layers to define, isolate and resolve problems • The OSI Model as a framework for troubleshooting network problems

  15. Common Layer 1 problems • Device power off • Device power unplugged • Loose network cable connection • Incorrect cable type • Faulty network cable

  16. Common Layer 3 problems • IP address not within the assigned network • Incorrect subnet mask • Incorrect default gateway • Can’t ping the default gateway • Other settings such as DHCP or DNS • Some Utilities to assist troubleshooting process • ipconfig—shows IP settings on the computer • ping—tests basic network connectivity • traceroute—determines if the routing path between the source and destination is available

  17. Help Desk Troubleshooting Scenarios • Email issues • Host configuration issues • Customer connectivity Issues

  18. Creating and Using Help Desk Records • Information gathering and recording • Transferring information to a trouble ticket • Escalating when necessary • Documenting the resolution

  19. Customer Site Procedures • Provide proper identification to the customer • Review work order with the customer to verify that the information is correct • Communicate current status of identified problems or issues, as well as the actions the technician expects to take at the customer site that day • Obtain permission from the customer to begin work

  20. Customer Site Procedures • Use of ladders • Working in dangerous locations • Working around electricity • Awkward spaces • Heavy equipment

  21. Summary • Help Desk technicians provide solutions to customer network problems. • Help desk operation relies on good customer communications skills, organization, and a layered approach to problem solving. • The OSI Model is the basis for effective troubleshooting. • Documentation is crucial in effective troubleshooting.

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