Knowing where to find help when needed is an important part of being able to solve networking issues.

Sources of Help (20.6.1)

If, during the troubleshooting process, you are unable to determine the problem and its resolution, you might need to obtain assistance from outside sources. Some of the most common sources for help include these:

• Documentation—Good documentation can save you a great deal of time and effort in finding the most likely cause of the problem. It can also provide the technical information required to isolate, verify, and correct the issue. The documentation provided with many networking devices, however, often does not provide sufficient information to troubleshoot anything except the most basic issues.
• Online FAQs (Frequently Asked Questions)—Most manufacturers provide a series of FAQs about their product or technology on their website. Usually based on previous requests for help, FAQs are a good source of current information and should be consulted whenever possible.
• Internet searches—With the increased availability of support forums, you can now obtain assistance with troubleshooting from people around the world in real time.
• Colleagues—Colleagues are often a wealth of information; there is no substitute for troubleshooting experience.

When to Call for Help (20.6.2)

Sometimes you cannot solve networking issues by yourself. In this case, you might need to contact the vendor or ISP support desk for assistance, as shown in Figure 20-12. The customer support line or support desk is the first stop for end-user assistance. The support desk is a group of individuals with the knowledge and tools required to help diagnose and correct common problems. It provides assistance to determine whether a problem exists, the nature of the problem, and the solution.

   

Figure 20-12 A Customer Support Call

Many companies and ISPs establish support desks to assist users with networking problems. Most large IT companies run support desks for their individual products or technologies. For example, Cisco Systems offers support desk assistance for problems integrating Cisco equipment into a network or problems that may occur after installation.

There are many ways to contact a support desk, including email, live chat, and phone. Although email is good for nonurgent problems, phone or live chat is better for network emergencies. This access is especially important in organizations such as banks where small amounts of downtime can cost large amounts of money.

If necessary, the support desk can take control of a local host through remote-access software. This capability allows support desk technicians to run diagnostic programs and interact with the host and network without having to physically travel to a job site. Remote access greatly reduces the wait time for problem resolution and allows the support desk to assist more users.

Support Desk Interaction (20.6.3)

When you‛re an end user, it is important to give the support desk as much information as possible, as shown in Figure 20-13. The support desk will require information on any service or support plans that are in place along with specific details of the affected equipment. This information can include make, model, and serial number, along with the version of firmware or operating system running on the device. They may also require the IP and MAC address of the malfunctioning device. The support desk will require information specific to the problem:

   

Figure 20-13 Providing Information to Customer Support

• What symptoms were encountered?
• Who encountered the problem?
• When did the problem manifest?
• What steps have been taken to identify the problem?
• What were the results of steps taken?

If this is a follow-up call, you should be prepared to provide the date and time of the previous call, the ticket number, and name of the technician. Be located at the affected equipment, and be prepared to provide the support desk staff with access to the equipment if requested.

Issue Resolution (20.6.4)

A support desk is generally organized in a series of levels of experience and knowledge. If first-level support desk staff are unable to solve the problem, they may escalate the problem to a higher level. Higher-level staff are generally more knowledgeable and have access to resources and tools that the first-level support desk staff do not.

Record all information regarding the interaction with the support desk, such as

• Time/date of call
• Name/ID of technician
• Problem reported
• Course of action taken
• Resolution/escalation
• Next steps (follow-up)

When you work together with the support desk, most problems can be resolved quickly and easily. When the problems are resolved, be sure to update all documentation accordingly for future reference.