Troubleshooting for idiots?????

~ Does anyone know a site where there is instructions for basic network ~ troubleshooting for HelpDesk people, who claim that they can't set up a ~ workstation to be a DHCP client unless someone trains them how to do it?

So - assuming here that you're interested in Windows - I just walked thru this myself, adding seemingly relevant search terms into my Google search panel as I went - and generated the following Google search URL:

I have written similar instructions for DHCP, but I included pictures of what the Start button looked like and where it was located.

I have written similar instructions for DHCP, but I included pictures of what the Start button looked like and where it was located.

Jus the default themes. I had to draw the line somewhere. Besides, I figured that if they couldn't find the start button without the picture, we're in trouble anyways. |-)

I don't think they want to do it. I'm trying to put together instructions that are basic enough that they can't say they can't follow them, but not simple enough that they think I'm making fun of them.

On the other hand, my previous supervisor wanted them simple enough that we could pull a bum off the street and do 1st level network support.

In article , wrote: :Does anyone know a site where there is instructions for basic network :troubleshooting for HelpDesk people, who claim that they can't set up a :workstation to be a DHCP client unless someone trains them how to do it?

.... second time around, I read that as "helpless people' instead of 'HelpDesk people' ;-)

Anyhow, you may wish to specify the OS and versions involved.

I could give you instructions for the SGI Indigo^2 workstation ("IRIX" operating system) that I'm using right now, but somehow I suspect that isn't what you are looking for.

You may also wish to indicate any particular challenges involved. For example, is there a "dhcp helper" involved because the DCHP server is on the other side of a router? Is 802.1x EAP or LEAP security involved? Is DHCP Option 61 (switch port number based DHCP) required? Is there a VPN in the middle, and if so is it transparent or stateful and adjustments to its rulesets might be required?

In article , wrote: :I have written similar instructions for DHCP, but I included pictures :of what the Start button looked like and where it was located.

For both Classic and XP interfaces? With different standard Themes? With the possibility that the menu bar had been dragged to a different location?

Inquiring idiots want to know!

I'd be happy with a line of logic which runs like this: "This laptop can't connect. I don't know if it is the laptop or the network drop. There is another network drop beside it, that I know is working. I'll try to plug it in to that one." or "If I can get to other network resources fine, but the e-mail is slow, it might not be a cabling issue" or even get rid of "Whenever I send a print job, it goes to the wrong printer. could you come check the switch or the cabling or something?" These are the tech support people, not the clients. The clients are just "Nothing works" They don't have web tools. Too expensive.

I'm just looking for a way to avoid full out designing classes and corriculum (sp?) to bring them up to the level of not sending every slight connectivity slowness problem straight to network engineering without even trying a few pings. These are all grads of various computer colleges, which makes it a little morte frutrating when I get asked how to do a traceroute.

That is the problem with 1st level support, they aren't going to be able to handle network issues at that depth. The average customer will typically have less knowledge than the support person.

For those customers that really do have problems and customer support can't seem to help them with the basic knowledge and cheat sheets they are given (and PCs), they should be passed on to 2nd level support or a more knowledgable support team that is able to provide better care.

Ideally, the customer support people should be able to state the minimum setting requirements without ever caring what operating system/enviroment the customer has. Unfortunately, many support centers decide to help out by creating the instructions for each supported environment and little instruction/edcation for the support person. This is generally a recipie for bad support.

I know the goal in support is to be cheap and effective, but it does help to have knowledgable people. Some of the newer web-based tools might help some support groups provide better support by making it easier to get the customer machine connected to the support person. Still the basic knowledge is most important for the customer that has a non-standard environment. Then the support tends to focus on actions like checking settings and actions like rebooting various components or temporarily rewiring a network.

DHCP in particular is generally very easy to configure on the client end.

Good luck,

David

Can I have a list of these schools so I can advise my kids to avoid them? :o)

Seriously, I 'm a tech at a level 2 help desk with many very bright people who are experts in EDI. They seldom have a need to do a traceroute or connect to a new printer. They forget how. We help each other out. A simple "is anyone else having problems with ...? " or a "what is the name of the printer in the corner?" goes a long way to fixing 90% of things.

Most good help desk people are willing to learn to fix it themselves if given the chance (the rest remain LV1 and see their jobs shipped to India). Most colleges have extensive self help web pages (Goggle: college internet troubleshooting). Find one that fits your needs and clone it.

Here are a couple I found quickly:

I am not dissing helpdesk people. I just get a little frustrated when any call that gets labeled as having to a network component gets forwarded without any 1st level. Basically, the clain is if i don't train them they are a faulty answering service.