CCNA Discovery 2, chapter II

2.1.1 ISP Help Desk Organization

Connection to the local network, as well as the Internet, is critical to most business operations.
Solving network problems is a top priority for businesses.

Since ISPs provide the Internet connection for businesses, they also provide support for problems
that occur with that connectivity. This support usually includes assistance with customer equipment
problems. ISP support is typically provided through the ISP help desk.

ISP help desk technicians have the knowledge and experience to fix problems and get users
connected. ISP help desk technicians provide solutions to customers' problems with the goal of
network optimization and customer retention. Whether the problem is connecting to the Internet or
getting email, the ISP help desk is usually the first place a user or business turns to for help.

A good help desk team ensures that problems are resolved quickly and to the customer's satisfaction.
Providing Internet services is a highly competitive business, and poor services can cause the ISP to
lose customers to competing ISPs.

At an ISP, there are usually three levels of customer support:

Level 1 is for immediate support handled by junior-level help desk technicians.
Level 2 handles calls that are escalated to more experienced telephone support.
Level 3 is for calls that cannot be resolved by phone support and require a visit by an on-site
technician.

In addition to ISPs, many other types of medium to large businesses employ help desk or customer
support teams. The titles assigned to the technicians may vary from those described here, although
the three-level hierarchy is the most common structure. Depending on the size of the organization,
the help desk can consist of one person that performs all three levels of support, or it can be a
comprehensive call center with elaborate call routing facilities and escalation rules. Some ISPs and
businesses contract out their help desk functions to a third-party call center company, which
provides the services of Level 1 and Level 2 technicians.
2.1.2 Roles of ISP Technicians
When a user initially contacts the help desk to resolve an issue, the call or message is usually
directed to a Level 1 support technician. Level 1 support is usually an entry-level position that
provides junior technicians with valuable experience. The duties and responsibilities of the Level 1
technician include the following:
Diagnose basic network connectivity issues
Diagnose and document the symptoms of hardware, software, and system problems
Resolve and document any basic user issues
Help customers complete online order forms to attain various systems, services, hardware, software,
reports, and entitlements
Escalate any issues that cannot be resolved to the next level

Many customer issues are resolved by the Level 1 support technician. Level 2 support typically has
fewer agents available, but they are at a higher skill level. The duties and responsibilities of the
Level 2 technician are similar to that of the Level 1 technician. These agents are expected to solve
problems that are more challenging and require more problem-solving capabilities than the normal
end-user issues.

Some smaller ISPs and businesses may combine Level 1 and Level 2 support, requiring that all
technicians have the higher technical capabilities.
Many larger service providers have expanded their businesses to include managed services or on-site
support of a customer network. When an ISP is providing managed services, it often requires
technicians to visit customer sites for the purpose of installation and support. This represents Level 3
support. The duties and responsibilities of the on-site installation and support technician include the
following:
Diagnose and resolve problems that have been escalated by Level 1 and Level 2 technicians
Survey network conditions for analysis by a senior network technician for more complex problems
Install and configure new equipment, including customer premise equipment upgrades, when
necessary.
Level 3 support is usually in accordance with a Service Level Agreement (SLA). A SLA resembles
an insurance policy because it provides coverage, or service, in the case of a computer or network
problem.
2.1.3 Interacting with the Customers
Help desk technicians may be required to provide phone support, email support, web-based support,
online chat support, and possibly onsite support. They are often the first point of contact for
frustrated and anxious customers. Until a problem is solved, help desk technicians may continue to
get calls and correspondence asking for status updates and time estimates to resolve an issue.

The help desk technician must be able to keep focused in an environment with frequent interruptions
and perform multiple tasks efficiently and accurately. It can be difficult to consistently maintain a
positive attitude and provide a high level of service. The help desk technician has to have excellent
interpersonal skills and effective communication skills, both oral and written. The technician must
also be able to work independently as well as part of a team.
It is also important for the help desk technician to be able to handle customer issues with speed,
efficiency, and professionalism.

Basic incident management procedures should be followed every time a help desk technician
receives a call and begins troubleshooting issues. Incident management includes techniques such as
opening a trouble ticket and following a problem-solving strategy. Problem-solving techniques
include using troubleshooting flowcharts, addressing questions in a template format, and maintaining
proper ticket escalation procedures.

In addition to technical ability, help desk technicians need other skills to be successful.

Customer service and interpersonal skills are important when handling difficult clients and incidents.
Help desk technicians must be able to greet customers pleasantly and maintain a professional and
courteous demeanor throughout the call until the customer request is resolved or escalated. They
must also know how to relieve customer stress and respond to abusive customers. Some of the skills
that are consistently used in successful help desk communication include:
Preparation
Courteous greeting
Opening a trouble ticket
Listening to the customer
Adapting to the customer's temperament
Correctly diagnosing a simple problem
Logging the call

Opening trouble tickets and logging information on the tickets are critical to help desk operation.
When there are many calls relating to a single problem or symptom, it is helpful to have information
on how the problem was resolved in the past. It is also important to relay to the customer what is
being done to solve the problem. Good information on open trouble tickets helps communicate
accurate status, both to the customer and other ISP personnel.
2.2.1 Using the OSI Model
When a network connectivity problem is reported to the help desk, there are many methods available
to diagnose the problem. One common method is to troubleshoot the problem using a layered
approach. Using a layered approach requires that the network technician be familiar with the various
functions that occur as messages are created, delivered, and interpreted by the network devices and
hosts on the network.

The process of moving data across a network is highly structured. It is best visualized using the
seven layers of the Open Systems Interconnection (OSI) model, commonly referred to as the OSI
model. The OSI model breaks network communications down into multiple processes. Each process
is a small part of the larger task.

For example, in a vehicle manufacturing plant, one person does not assemble the entire vehicle. The
vehicle moves from station to station, or levels, where specialized teams add various components.
Each station adds their assigned components, and then passes the vehicle to the next station. The
complex task of assembling a vehicle is made easier by breaking it into more manageable and logical
tasks. When a problem occurs in the manufacturing process, it is possible to isolate the problem to
the specific task where the defect was introduced, and then fix it.
In a similar manner, the OSI model can be used as a reference when troubleshooting to identify and
resolve network problems.

The seven layers of the OSI model can be divided into two parts: upper layers and lower layers.

The upper layer is sometimes used to refer to any layer above the transport layer of the OSI model.
The upper layers of the OSI model deal with application functionality and generally are implemented
only in software. The highest layer, the application layer, is closest to the end user.

The lower layers of the OSI model handle data transport functions. The physical and data link layer
are implemented in both hardware and software. The physical layer is closest to the physical network
medium, or network cabling. The physical layer actually places information on the medium.

End stations, like clients and servers, usually work with all seven layers. Networking devices are
only concerned with the lower layers. Hubs work on Layer 1, switches on Layers 1 and 2, routers on
Layers 1 to 3, and firewalls are concerned with Layers 1, 2, 3 and 4.
2.2.2 OSI Model Protocols and Technologies
When using the OSI model as a framework for troubleshooting, it is important to understand which
functions are performed at each layer, and what network information is available to the devices or
software programs performing these functions. For example, many processes must occur for email to
successfully travel from the client to the server. Let us look at how the OSI model breaks the
common task of sending and receiving email into separate and distinct steps.

Step 1: Upper layers create the data.

When a user sends an email message, the alphanumeric characters within the message are converted
to data that can travel across the network. Layers 7, 6 and 5 are responsible for ensuring that the
message is placed in a format that can be understood by the application running on the destination
host. This process is called encoding. The upper layers then send the encoded messages to the lower
layers for transport across the network. Transporting the email to the correct server relies on the
configuration information provided by the user. Problems that occur at the application layer are often
related to errors in the configuration of the user software programs.

Step 2: Layer 4 packages the data for end-to-end transport.

The data that comprises the email message is packaged for network transport at Layer 4. Layer 4
breaks the message down into smaller segments. A header is placed on each segment indicating the
TCP or UDP port number that corresponds to the correct application layer application. Functions in
the transport layer indicate the type of delivery service. Email utilizes TCP segments, therefore
packet delivery is acknowledged by the destination. Layer 4 functions are implemented in software
that runs on the source and destination hosts. However, 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.
Step 3: Layer 3 adds the network IP address information.

The email data received from the transport layer is put into a packet that contains a header with the
source and destination logical IP addresses. Routers use the destination address to direct the packets
across the network along the appropriate path. Incorrectly configured IP address information on the
source or destination systems can cause Layer 3 problems to occur. Since routers also use IP address
information, router configuration errors can also cause problems at this layer.

Step 4: Layer 2 adds the data link layer header and trailer.

Each network device in the path from the source to the destination, including the sending host,
encapsulates the packet into a frame. The frame contains the physical address of the next directly-
connected network device on the link. Each device in the chosen network path requires framing in
order for it to connect to the next device. Switches and network interface cards (NICs) use the
information in the frame to deliver the message to the correct destination device. Incorrect NIC
drivers, interface cards themselves, or hardware problems with switches can cause Layer 2 issues to
occur.

Step 5: Layer 1 converts the data to bits for transmission.

The frame is converted into a pattern of 1s and 0s (bits) for transmission on the medium. A clocking
function enables the devices to distinguish these bits as they travel across the medium. The medium
can change along the path between the source and destination. For example, the email message can
originate on an Ethernet LAN, cross a fiber campus backbone, and cross a serial WAN link until it
reaches its destination on another remote Ethernet LAN. Layer 1 problems can be caused by loose or
incorrect cables, malfunctioning interface cards, or electrical interference.
At the receiving host, the process described in steps 1 through 5 are reversed, with the message
traveling back up the layers to the appropriate application.

2.2.3 Troubleshooting Using the OSI Model

As a theoretical model, the OSI model defines the protocols, hardware, and other specifications that
operate at the seven layers.

The OSI model also provides a systematic basis for troubleshooting a network. In any
troubleshooting scenario, the basic problem-solving procedure includes the following:

1. Define the problem

2. Isolate the cause of the problem
3. Solve the problem
Identify and prioritize alternative solutions
Select one alternative as the solution
Implement the solution
Evaluate the solution

If an identified solution does not fix the problem, undo any changes and proceed to the next possible
solution. Loop through the steps until a solution works.

In addition to the basic problem solving procedures, the OSI model can be used as a guideline for
troubleshooting. In any troubleshooting situation, it is always best to start with the easy things. Using
the OSI model as a guide, the help desk technician can query the customer to help define the
problem and isolate the cause.

The help desk technician usually has a standard checklist or script to follow when troubleshooting a
problem. One troubleshooting method is the bottom-up approach, which starts at the lowest layer.

Layer 1 Troubleshooting

The technician should start with Layer 1 issues first. Remember, Layer 1 deals with the physical
connectivity of the network devices. Layer 1 problems often involve cabling and electricity, and are
the causes of many help desk calls. Some of the more common Layer 1 problems include the
following:
Device power off
Device power unplugged
Loose network cable connection
Incorrect cable type
Faulty network cable

To troubleshoot at Layer 1, check that all devices have the proper electrical supply, and that the
devices are turned on. This seems to be an obvious situation, but many times a device within the
network path from source to destination may be overlooked by the person reporting the problem. If
there are any LEDs that display the status of the connectivity, verify with the customer that they are
indicating correctly. If the technician is on-site at the customer location, the next step is to visually
inspect the network cabling and reconnect cables to ensure a proper connection. When remotely
troubleshooting a problem, advise the caller through each step and what to look for, and what to do if
an error is found. If it is determined that all Layer 1 issues have been addressed, it is time to travel
up the OSI model to Layer 2.

Layer 2 Troubleshooting

Network switches and host NICs perform Layer 2 functions. Layer 2 problems can be caused by
faulty equipment, incorrect device drivers, or an improperly configured switch. When remotely
troubleshooting a problem, it may be difficult to isolate a Layer 2 problem.

An on-site technician can check whether the NIC is installed and working properly. Reseating the
NIC, or replacing a suspected faulty NIC with a known good NIC, helps to isolate the problem. The
same process can be done with any network switch.

Layer 3 Troubleshooting

At Layer 3, the technician needs to investigate the logical addressing used in the network, such as
the IP address scheme. If the network is using IP addressing, the technician verifies that the device
has the proper settings, such as:
IP address within the assigned network
Correct subnet mask
Correct default gateway
Other settings as required, such as DHCP or DNS

At Layer 3, several utilities can assist with the troubleshooting process. Three of the most common
command line tools are:
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

Most network problems can usually be resolved using these Layer 1, 2, and 3 troubleshooting
techniques.
Layer 4 Troubleshooting

If Layers 1 through 3 all appear to be operating normally and the technician can successfully ping
the IP address of the remote server, it is time to check the higher layers. For example, if a network
firewall is used along the path, it is important to check that the application TCP or UDP port is
opened and no filter lists are blocking traffic to that port.

Layer 5 through 7 Troubleshooting

The technician should also check the application configuration. For example, if troubleshooting an
email issue, ensure that the application is configured with correct sending and receiving email server
information. It is also necessary to ensure that domain name resolution is occurring as expected.

For remote technicians, higher layer issues can be checked by using other network utility tools, such
as a packet sniffer, to view traffic as it crosses the network. A network application, such as Telnet,
can also be used to view configurations.

While the bottom-up approach works for many situations, a top-down approach can also be used. A
top-down approach simply reverses the order in which things are checked, starting with the
application layer.

A divide-and-conquer approach can also be used. This technique is one in which the technician may
choose to start the troubleshooting process at a middle layer, such as the network layer. The
technician then works up or down the OSI model, depending on troubleshooting results from that
layer.
2.3.1 Help Desk Trouble shooting scenarios
The number and types of calls received by the help desk can vary extensively. Some of the most
common calls include email and connectivity issues.

Email Issues
Can receive but not send
Can send but not receive
Cannot send or receive
Nobody can reply to messages

A very common cause of many email problems is using the wrong POP, IMAP or SMTP server
names. It is best to check with the email administrator to confirm the proper name of the email
server and SMTP sever. In some cases, the same server name for both POP/IMAP and SMTP are
used. Also, confirm that the username and password are correct.

When troubleshooting these issues over the phone, it is important to step the customer through the
configuration parameters carefully. Many customers are unfamiliar with both the terminology and
the values of the various configuration parameters. If possible, connecting to the customer device via
remote management software is preferred.

Another problem that can affect the function of applications is a failure of DNS to correctly resolve
server names. This can be checked with the command line ping or nslookup. A simple web browser
check for DNS operation can prevent needless troubleshooting steps.

Customer Connectivity Issues

Connectivity problems are more common with new customers trying to connect for the first time;
however, sometimes existing customers encounter connectivity issues. First-time customers usually
have a problem with the hardware as well as software settings. Existing customers notice
connectivity problems when they cannot open a web page or connect to instant messaging or email.

There can be many reasons why a customer has no connectivity including the following:
Billing account issues
Hardware failure
Physical layer failure
Application settings
Application plug-in missing
Missing applications

In many cases, the problem is a faulty cable, or even a cable plugged into an incorrect port. Other
problems may require researching similar issues on FAQs or a knowledge base.

2.3.2 Creating and using Help Desk Records

When a Level 1 help desk technician receives a call, there is a certain process followed in gathering
information, as well as a system to store and retrieve relevant information. This is extremely
important in case a call has to be escalated to Layer 2, or even need an on-site visit.

The information gathering and recording process starts as soon as the technician answers the phone.
When the customer identifies who they are, the technician accesses the relevant customer
information. Typically, a database application is used to manage the customer information.

The information is transferred to a trouble ticket, or incident report. This document can be a piece of
paper in a paper filing system or an electronic tracking system designed to follow the
troubleshooting process from beginning to end. Each person who works on the customer's problem is
expected to record what was done in the trouble ticket. When an on-site call is required, the trouble
ticket information can be converted to a work order that the on-site technician can take to the
customer site.

When a problem is resolved, the solution is documented in the customer work order or trouble ticket,
and in a knowledge-base document for future reference.

Occasionally, the help desk technician may receive a call that cannot be resolved quickly. In this
case, the technician is responsible for passing the call to someone who is more qualified to resolve
the issue. This is the process of call escalation in which the call is passed to a Level 2 technician.

Level 1 and Level 2 help desk technicians attempt to solve customer problems using the telephone,
web tools, and possibly even remote desktop sharing applications.
f the help desk technicians are not able to remotely fix the problem, it is often necessary to dispatch a
mobile on-site technician to the customer premise location. It is the job of the on-site technician to
visit the customer premise to physically work on the problem equipment. The help desk technician
can make an appointment with the customer for the on-site technician to perform the repairs, or it
may be the responsibility of the on-site technician to arrange the appointment.

To properly troubleshoot the problem, the on-site technician reviews the trouble ticket to see what
was previously done. This review gives the technician some background information, as well as a
logical starting point. It also helps the technician decide which tools and supplies to bring, rather
than having to leave the customer site to obtain supplies.

On-site technicians typically work on the network at the customer location, although there are
instances where the technician is unable to make the needed repairs and must bring the damaged
equipment back to the ISP site for repair.
2.3.3 Customer Site Procedures
There are four steps an on-site technician should perform before beginning any troubleshooting or
repair at the customer site:

1. Provide proper identification to the customer.

2. Review the trouble ticket or work order with the customer to verify that the information is correct.

3. Communicate the current status of any identified problems or issues, as well as the actions the
technician expects to take at the customer site that day.

4. Obtain permission from the customer to begin the work.

The technician must verify all items on the trouble ticket. Once the technician is familiar with all
issues, the work can begin. The technician checks all device and network settings, and runs any
necessary utilities. When necessary, the technician may have to swap out suspected faulty hardware
with known good hardware to determine if a hardware problem exists. Once the technician
determines the cause of the problem, he or she can attempt the repair and observe the results.

When finished, the technician communicates the nature of the identified problem to the customer,
what solution was applied, and any follow-up procedures. Before the problem can be considered
fully resolved, the technician must obtain the customer's acceptance. The technician can then close
the trouble ticket and document the solution.

A copy of the documentation is left with the customer. The document includes the original help desk
call problem and the actions taken to solve the problem. The technician records the final solution and
the customer acceptance is indicated on the trouble ticket. For future reference, the technician should
also record the problem and the solution in the help desk documentation and FAQs.

In some cases, an on-site technician can uncover network problems that require upgrades or
reconfiguration of the network devices. When this occurs, it may be outside of the scope of the
original trouble ticket. These issues are usually communicated to both the customer and the ISP
network personnel for further action.