CCNA Discovery 2, Chapter 2.

Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
1. List and DESCRIBE the three levels of customer support:
Level 1 In this level immediate support handled b !unior"level help des#
technicians. $his is the initial support level responsible for basic customer
issues. It is snonmous %ith first"line support& level 1 support& front"end
support& support line 1& and various other headin's denotin' basic level
technical support functions.
Level ( " )andles calls that are escalated to more e*perienced telephone
support. $his is a more in"depth technical support level than $ier I containin'
e*perienced and more #no%led'eable personnel on a particular product or
service. It is snonmous %ith level ( support& support line (& administrative
level support& and various other headin's denotin' advanced technical
troubleshootin' and analsis methods.
Level + " Is for calls that cannot be resolved b phone support and re,uire a
visit b an on"site technician. $his is the hi'hest level of support in a three"
tiered technical support model responsible for handlin' the most difficult or
advanced problems. It is snonmous %ith level + support& bac#"end
support& support line +& hi'h"end support& and various other headin's
denotin' e*pert level troubleshootin' and analsis methods.
(. List the support responsibilities of the Level 1 Support $echnician:
Dia'nose basic net%or# connectivit issues.
Dia'nose and document the smptoms of hard%are& soft%are and sstem
problems.
Resolve and customer complete online order forms to attain various
sstems& services& hard%are& soft%are& reports and entitlements.
Escalate unresolved issues to the ne*t level.
3. List the support responsibilities of the Level ( Support $echnician:

CCNA Discovery 2, Chapter 2. Help Desk

Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
Dia'nose and solve more and difficult net%or# problems.
-se dia'nostic tools and remote des#top sharin' tools to identif and fi*
problems.
Identif %hen an onsite technician must be dispatched to perform repairs.
!. List the duties and responsibilities of the .Level +/ on"site installation and support
technician:
Dia'nose and resolve problems that have been escalated b the Level 1 and
( technicians.
Surve net%or# conditions for analsis b a senior net%or# technician.
Install and confi'ure ne% e,uipment& includin' customer premise and
e,uipment up'rades %hen necessar
0. Describe the purpose and use of a SL1:
1n SL1 .Service Level 1'reement/ resembles an insurance polic& because
it provides covera'e or service if there is a computer or net%or# problem.
". List the s#ills that are consistentl used in successful help des# communication:
Listen to the Customer.
2reparation
Courteous 'reetin'
3pen a trouble tic#et
1dapt to customer temperament
Dia'nose a simple problem correctl
Lo' the call
#
CCNA Discovery 2, Chapter 2. Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
4. Be'innin' %ith the bottom laer .Laer 1/ of the 3SI 5odel& 6ive the name of each of the
seven laers and describe the functions of that laer:
2hsical laer Convert data to bites for transmission
6enerate si'nals and timin'
Data lin# laer $ransmit data to the ne*t directl connected device in the
path
1dd the hard%are address
Encapsulate data in a frame
7et%or# laer Route pac#ets bet%een net%or#s.
1ssi'n I2 address.
Encapsulate data in pac#ets for transmission.
$ransport laer 2ac#a'e data for transport across the net%or#.
1dd $C2 and -D2 port numbers.
Specif reliable deliver of data usin' $C2.
Enable uninterrupted streamin' of data usin' -D2.
Session laer " Establishes and monitors email session %ith the destination.
2resentation laer 8ormat and encode the data for transmission.
Encrpt and compress the data.
1pplication laer " $he application& such as an email application& initiates the
communication process.
$. 9hich laers of the 3SI 5odel are considered to be the :upper; laers< List each upper
laer and then list the Common 2rotocols and $echnolo'ies associated %ith that laer:
3
CCNA Discovery 2, Chapter 2. Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor

Layer Name Common Protocols and Technologies
1pplication
D7S& 78S& D)C2& S752& 8$2& $E$2& S5$2& 232+&
I512& )$$2& $elnet
2resentation SSL& Shell and Redirection 5I5E
Session
7etBI3S& 1pplication pro'ram& Interfaces& Remote
procedures calls
=. 7o% list the :lo%er; laers of the 3SI 5odel and the Common 2rotocols and $echnolo'ies
associated %ith that laer:
Layer Name Common Protocols and Technologies
$ransport $C2& -D2
7et%or# I2v>. I2v?& I2 71$
Data Lin# Ethernet famil& 9L17& 9i"8i& 1$5& 222
2hsical
Electrical si'nalin'& Li'ht %ave 2atterns& Radio %ave
2atterns
1@. Define :encodin';
2rocess of puttin' a se,uence of characters& such as letter& numbers& punctuation
and certain smbols& into a specialiAed format for efficient transmission or stora'e.
11. 5atch each problem description %ith the appropriate laer of the 3SI 5odel:
a. Router confi'uration errors. B.c/BB-pper Laers
%. Incorrect 7IC drivers& interface
cards themselves& or hard%are
problems %ith s%itches.
B.e/BB$ransport Laer
!
CCNA Discovery 2, Chapter 2. Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
c. Errors in the confi'uration of the
user soft%are pro'rams.
&a' B7et%or# Laer
d. Loose or incorrect cables&
malfunctionin' interface cards& or
electrical interference.
B.b/BBData Lin# Laer
e. Improperl confi'ured fire%all
filter lists.
.d/""2hsical Laer
1(. List some of the common Laer 1 2roblems a technician mi'ht encounter:
Loose or incorrect cables problems
5alfunctionin' interface cards& or electrical interference.
1+. List some issues that mi'ht cause a Laer ( 2roblem:
Incorrect 7IC drivers problems
Interface cards& and hard%are problems %ith s%itches
1>. List and DESCRIBE three common command line tools a technician mi'ht use to
troubleshoot a Laer + problem:
ipconfi' " Sho%s I2 settin's on the computer
pin' " $ests basic net%or# connectivit
traceroute " Determines if the routin' path bet%een the source and
destination is available
10. If ou suspect a Laer > problem& such as a problem %ith a fire%all& %hat %ould it be
important to chec#<
ItCs bloc#in' traffic to that port and 1pplication $C2 or -D2 port is open and no filter
lists.
1?. Describe the :top"do%n; approach to net%or# troubleshootin':
(
CCNA Discovery 2, Chapter 2. Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
$op"Do%n " $he top"do%n approach starts %ith the user application and %or#s its
%a do%n the laers of the 3SI model. $his approach starts %ith the
assumption that the problem is %ith the application and not the
net%or# infrastructure.
14. Describe the :divide"and"con,uer; approach:
Divide"and"Con,uer " $he divide"and"con,uer approach is 'enerall used b more
e*perienced net%or# technicians. $he technician ma#es an
educated 'uess tar'etin' the problem laer and then based
on the observed results& moves up or do%n the 3SI laers.
1D. 9hat is a common cause of man email problems<
1 common cause of man email problems is usin' the %ron' 232& I512& or
S5$2 server names.
1=. Describe a scenario %here ou mi'ht suspect a problem %ith D7S. )o% %ould ou
troubleshoot the D7S problem<
Chec# for net%or# connectivit
Eerifin' the D7S server I2 addresses are correct and in order
2in' the I2 address of the host& trin' to 'et to .if it is #no%n/
8ind out %hat D7S server is bein' used %ith nsloo#up
Chec# the D7S suffi*
5a#e sure that the D7S settin's are confi'ured to pull the D7S I2 from the D)C2 server
Release and rene% the D)C2 Server I2 address .and D7S information/
Chec# the D7S Server and restart services or reboot if necessar
Reboot the D7S router
Contact our IS2
#). List some reasons %h a customer mi'ht have no net%or# connectivit:
Delin,uent paments for services
)ard%are failures
2hsical laer failures
"
CCNA Discovery 2, Chapter 2. Help Desk
Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
Incorrect application settin's
5issin' application plu'"ins
5issin' applications
(1. 9h is it important to create and use )elp Des# Records<
$he information is transferred to a trouble tic#et& or incident report. $his document
can be a piece of paper in a paper filin' sstem or an electronic trac#in' sstem desi'ned
to follo% the troubleshootin' process from be'innin' to end. Each person %ho %or#s on
the problem is e*pected to record %hat %as done on the trouble tic#et. 9hen an on"site
call is re,uired& the trouble tic#et information can be converted to a %or# order that the on"
site technician can ta#e to the customer site.

##. List the four steps an on"site technician should perform before be'innin' an
troubleshootin' or repair at the customer site:
Step 1. 2rovide proper identification to the customer.
Step (. Revie% the trouble tic#et or %or# order %ith the customer to verif
that the information is correct.
Step +. Communicate the current status of an identified problems and the
actions the technician e*pects to ta#e at the customer site that da.
Step >. 3btain permission from the customer to be'in the %or#.
*