Rangkuman CCNA 2 - Chapter 2

2.1.1 ISP help desk organization

          network troubleshooting is a very important thing for the individual and corporate business. for problems that occur on the Internet network connectivity, ISP has a problem-solving assistance programs using customer equipment.

ISP Help Desk team to ensure that problems can be resolved quickly and to the satisfaction of the customer

2.1.2 ISP technician role

          when users start contacting DESK write in order to get help, then call or message is usually directed at the first technician. usually it is directed by junior-level technicians.

2.1.3 interaction with customers

          interaction with the customer is usually done by phone, e-mail, visit. Customers usually frequent telephone until the problem is solved, if the problem by phone is not completed, then the team visits the customer's ISP.

2.2.1 the use of OSI

          when using OSI as a framework for solving the problem, then you should have a basic first systematic

2.2.2 OSI Model Protocols and Technologies .
          OSI protocol model has several layers including:
1: The top layer is made ​​of data.
2: Layer 1 converts the data for transmission.
3: Layer 2 data link layer adds the title.
4: Layer 3 IP network to add to the information.
5: Layer 4 transport smoothed data for end-to-end.

2.2.3  Troubleshooting OSI Model      for solving problems of the OSI model has a systematic basis for troubleshooting a network.
* drawing problem
* insulation for the problem
* identification of a settlement with the alternative route
* evaluation

 

2.3.1 Help Desk Troubleshooting Scenarios

       the types of calls that are received by the help desk to varying extensively. Some of the most common calls to email, host configuration, and connectedness.

2.3.2 Creating and Using Help Desk Records
        at Level 1 desk technician receives a call, there is a process to follow to gather information. There are also specific systems to store and obtain related information. That it is an important part for our technicians to find the correct information such as the call should be extended to Layer 2 or the need for a visit to the venue.

2.3.3 How the OSI layer

          When data is transferred over the network, before the data must pass through the seven layers of the terminal, starting from the application layer to the physical layer, and then on the receiving side, the data is passed to the physical layer applications. At the time of data through one layer of the sender, it will add a "header" while on the receiver "header" in accordance with the layer removed. From each layer has its own task to smooth the data to be transmitted.

so my summary

thank you