Name
Period
CCNA 2
Chapter 2 Study Guide
Section
Question/Topic
1
2.1.1 ISP Help
Desk
Organization
2
2.1.2 Roles of
ISP Technicians
ISP help desk technicians provide solutions to
customer problems with the goal of _____ _____ and
_____ _____.
A business is experiencing connectivity issues
requiring the installation and configuration of new
equipment. This function requires Level ___ or higher
support.
3
2.1.2 Roles of
ISP Technicians
2.1.3 Interacting
with Customers
2.1.3 Interacting
with Customers
4
5
6
7
2.2.1 Using the
OSI Model
2.2.2.3 OSI
Model Protocols
and
Technologies
2.2.2.2 OSI
Model Protocols
and
Technologies
2.2.2 OSI Model
Protocols and
Technologies
8
2.2.2 OSI Model
Protocols and
Technologies
9
2.2.2 OSI Model
Protocols and
Technologies
2.2.2 OSI Model
Protocols and
Technologies
10
11
2.2.3
Troubleshooting
the OSI Model
12
2.2.3
Troubleshooting
the OSI Model
After trying unsuccessfully to fix a problem, the help
desk technician sends the trouble ticket to the onsite
support staff. This process is referred to as _____.
Incident management includes __________ and
following a __________.
Two functions of the physical layer of the OSI model:
1.
2.
One of the functions of the ______ layer of the OSI
model is to deliver data reliably across the network
using TCP.
The functions of initiating the network communication
process and encrypting and compressing data for
transmission are provided by the _____ layers (5-7)
of the OSI model.
Scenario: A firewall filtering traffic addressed to TCP
port 25 on an email server. This scenario represents
a problem at Layer ____ of the OSI model.
The _______ address is used by the router to direct a
packet between networks.
This is the correct encapsulation order when data is
passed from Layer 1 up to Layer 4 of the OSI model:
1.
2.
3.
4.
A customer calls to report a problem accessing an ecommerce web site. The technician first asks the
customer if he can access other web sites. The help
desk technician begins troubleshooting using a
_____ approach.
These three command line utilities are most
commonly used to troubleshoot issues at Layer 3:
1.
Answer
13
2.2.3
Troubleshooting
the OSI Model
14
2.2.3
Troubleshooting
the OSI Model
15
2.2.3
Troubleshooting
the OSI Model
16
2.2.3
Troubleshooting
the OSI Model
17
2.3.1 Help Desk
Troubleshooting
Scenarios
18
2.3.1 Help Desk
Troubleshooting
Scenarios
19
2.3.1 Help Desk
Troubleshooting
Scenarios
2.
3.
A loose network cable can cause a user to lose
Internet connectivity. This is considered a Layer __
problem.
A customer calls the help desk about setting up a
new PC and cable modem and being unable to
access the Internet. Bottom-up troubleshooting
questions might include:
1.
2.
3.
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?
The first step that is used by a help desk technician in
a systematic approach to helping a customer solve a
problem: _____.
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 DHCP server in a lab environment is down when
multiple DHCP clients in the lab are booted for the
first time. Which two statements describe how the
DHCP clients will be affected by the absence of a
DHCP server during boot?
Refer to the exhibit. Host D is unable to communicate
with any other hosts. On this network is a DHCP
server that is responsible for assigning addresses to
hosts. Based on the output of the ipconfig command
on host D, what is the most likely cause of the
problem?
20
2.3.2 Creating
and Using Help
Desk Records
In what three ways do Level 1 and Level 2 help desk
technicians attempt to identify a customer's
problems?