CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
Name:
CISCO Networking Academy
Bill Link, Instructor
1. List and DESCRIBE the three levels of customer support:
2. List the support responsibilities of the Level 1 Support Technician:
3.
List the support responsibilities of the Level 2 Support Technician:
4.
List the duties and responsibilities of the (Level 3) on-site installation and
support technician:
1
CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
Bill Link, Instructor
5. Describe the purpose and use of a SLA:
6.
List the skills that are consistently used in successful help desk communication:
7. Beginning with the bottom layer (Layer 1) of the OSI Model, Give the name of
each of the seven layers and describe the functions of that layer:
2
CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
8.
CISCO Networking Academy
Bill Link, Instructor
Which layers of the OSI Model are considered to be the “upper” layers? List
each upper layer and then list the Common Protocols and Technologies
associated with that layer:
3
CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
Bill Link, Instructor
9. Now list the “lower” layers of the OSI Model and the Common Protocols and
Technologies associated with that layer:
10. Define “encoding”
4
CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
Bill Link, Instructor
11. Match each problem description with the appropriate layer of the OSI Model:
a. Router configuration errors.
b. Incorrect NIC drivers,
interface cards themselves, or
hardware problems with
switches.
c. Errors in the configuration of
the user software programs.
d. Loose or incorrect cables,
malfunctioning interface cards,
or electrical interference.
e. Improperly configured firewall
filter lists.
___Upper Layers
___Transport Layer
___Network Layer
___Data Link Layer
___Physical Layer
12. List some of the common Layer 1 Problems a technician might encounter:
13. List some issues that might cause a Layer 2 Problem:
14. List and DESCRIBE three common command line tools a technician might use
to troubleshoot a Layer 3 problem:
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CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
Bill Link, Instructor
15. If you suspect a Layer 4 problem, such as a problem with a firewall, what would
it be important to check?
16. Describe the “top-down” approach to network troubleshooting:
17. Describe the “divide-and-conquer” approach:
18. What is a common cause of many email problems?
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CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
Bill Link, Instructor
19. Describe a scenario where you might suspect a problem with DNS. How would
you troubleshoot the DNS problem?
20. List some reasons why a customer might have no network connectivity:
21. Why is it important to create and use Help Desk Records?
22. List the four steps an on-site technician should perform before beginning any
troubleshooting or repair at the customer site:
7
CCNA Discovery 2, Chapter 2. “Help Desk”
Cape Girardeau Career Center
CISCO Networking Academy
8
Bill Link, Instructor