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
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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:
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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
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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
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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#.
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