Download ISP Help Desk - Metcalfe County Schools

ISP Help Desk
Working at a Small-to-Medium Business or ISP –
Chapter 2
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Key Vocabulary
 Insert the following terms on
a piece of paper and look up
the definition for each and
then write a sentence for
each one. Print & Submit.
 Bottom Up
Troubleshooting
 Escalate
 Top Down
Troubleshooting
 Service Level
Agreement
 Divide and Conquer
Troubleshooting
 Incident Management
 DHCP
 OSI Model
 Encoding
 TCP
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 Link-Local-Address
 11 Terms, 20
minutes 50 points
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The ISP Help Desk
 Top priority of all ISPs = solving customer problems
 Poor service means lost customers . . .
 Lost customers = loss of money
 Two primary goals of the help desk – 1) network
optimization 2) customer retention
 In order to help a customer a help desk technician must
define the problem
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Levels of ISP Customer Support
 Level 1
– junior-level help desk technicians
– offers immediate support for the customer
• first point of customer contact
– responsibilities
• basic connectivity issues
• document hardware, software, system problems
• help with user issues
• help customers complete basic online forms
– many issues can be solved here
• if unable to solve here then . . .
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Levels of ISP Customer Support

Level 2
– offers more experienced customer support
– fewer agents due to high skill level required
– helps solve more difficult problems that cannot be fixed by
Level 1 support
– use diagnostic tools (remote desktop) to fix problems
– helps to identify if an on-site technician needs to come to job
site
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Summary of Level 1 and 2 ISP Support
 talk to the customers on the telephone
 use various web tools
 use remote desktop sharing applications
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Levels of ISP Customer Support
 Level 3
– solves problems not solved by Levels 1 & 2
– surveys network conditions
– installs and configures new equipment (only level to do this)
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Activity
 Complete the activity on page 2.1.2.3
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Dealing with the Customer
 Help desk technicians are often the first point of contact
for frustrated customers
 Important to follow Incident Management Procedures
– 1)open trouble ticket
– 2)follow different problem solving strategies
• bottom up-starts with the physical components of the
network and works its way up the layers of the OSI model.
• top down -This approach starts with the assumption that
the problem is with the application and not the network
infrastructure.
• divide and conquer-technician makes an educated guess
targeting the problem layer
– must be followed every time a call comes in to ISP
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Bottom Up Question
 A customer calls the help desk about setting up a new
PC and cable modem and being unable to access the
Internet. What three questions would the technician ask
if the bottom-up troubleshooting approach is used?
Is the NIC link light blinking?
Is the network cable properly attached to the modem?
Is the Category 5 cable properly connected to the network slot
on the PC?
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Dealing with the Customer
 Excellent interpersonal skills needed
– greet customer pleasantly
– open a trouble ticket
• helps deal with any future problems
•After trying unsuccessfully to fix a problem, the help desk
technician sends the trouble ticket to the onsite support staff.
This is called escalating a trouble ticket
• documents how the problem was solved
– LISTEN to the customer
– maintain a professional demeanor throughout the
conversation
– log the call
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Activity
 Complete the activity on 2.1.3.4
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Role Play
 In groups of 3 write a script that highlights a
conversation from a customer with a computer or
network issue (you decide the issue and how complex
you want it to be) and both level 1 and level 2 ISP
technicians. Include suggestions, processes, test and
other measures that might be recommended by the
technician to fix the problem. After the script has been
designed it should be presented to the class. Overall
time frame should be 4-6 minutes.
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OSI Model & How its used in Troubleshooting
Use of the OSI model helps break communication into
smaller parts
 Upper layers – initiating the network communication
process application, encrypting and compressing data
for transmission
–application
–presentation
– session
 Lower layers – data transport
– transport
– network
– data link
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– physical
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Encapsulation
 Encapsulation is the process of getting data ready for
transmission
 From layer 4 down
Segments, packet, frame bits
 From layer 1 up
Bits, frame, packet, segments
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Layer 4 - Transport Layer
 delivers data reliably across the network using TCP
 Used to ensure end to end transport
 Breaks messages into smaller segments
 Header attached with the correct UDP/TCP port
numbers
 Firewall problems could exist here
– incorrect port number
– port may not be open
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Layer 3 - Network Layer
 Adds network IP address
 Takes information from transport layer and puts it in a
packet
– packet holds source and destination IP address
 Routers used destination IP to direct packets to the
correct network
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Layer 2 - Data Link Layer
 Packet (from network layer) encapsulated into a frame
 Frame includes MAC (physical address of next directly
connected network device)
 Used by switches and NICs to deliver information to
the next device
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Layer 1 - Physical Layer
 Frame (from data link layer) converted into 1 and 0’s
– bits
 All cabling issues are here!! No cable, loose cable,
broken connector, cut cable
 The physical layer converts data into bits and is in
charge of signal generation
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Troubleshooting Procedures
 Layer 3 Problems
– check logical (IP address)
– possible problems
• Is the IP within the assigned network?
• Is the correct subnet mask being used?
• Is the correct default gateway set?
• check DNS and/or DHCP settings
 Utilities used to check Layer 3 issues
– ipconfig – shows IP settings
– ping
– traceroute
 Which address is used by the router to direct a packet
between networks? Destination IP Address
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Activity
 Complete the activity on 2.2.2.4
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Layer 3 question
 A customer calls the ISP help desk after setting up a
new PC with a cable modem but being unable to
access the Internet. After the help desk technician has
verified Layer 1 and Layer 2, what are three questions
the help desk technician should ask the customer?
Can you ping the default gateway
What is your IP address
What is your subnet mask
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Layer 3 Question
 While troubleshooting a connectivity issue on a host, a
network administrator issues the ping 127.0.0.1
command. The pings are unsuccessful. What is most
likely the problem?
 The TCP/IP stack is not loaded properly.
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Troubleshooting Procedures
 Layer 4 Problems
– Possible firewall issue – this could block transmission
– check to see if the TCP or UDP port is open
 Layers 5-7 Problems
– check application configuration
– check for correct user settings
• Email, etc
– Use utilities to help solve the issues
• packet sniffer
• telnet
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Situation
 The DHCP server in a lab environment is down when
multiple DHCP clients in the lab are booted for the first
time. How will DHCP clients be affected by the absence
of a DHCP server during boot?
All clients with link-local addresses will communicate with each
other in a peer-to-peer manner
A link-local address will be automatically assigned to the hosts
by the operating system.
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Activity
 Complete the activity on 2.2.3.5
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On-site Procedures
 Show proper Identification
 Review work order with customer
– ensures all information is correct
 Communicate what you plan to do
 Get permission to begin work
 After solving problem, . .
– leave documentation with customer
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Summary
 Help Desk user support exists at three levels.
 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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Packet Tracer
 Complete the packet tracer activity on 2.3.1.4
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