Networking Essentials

Unit 2 Chapter 2 Review Sheet

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2.1.1

What are the 2 primary goals of an IT ISP help desk? Network optimization and customer retention.

2.1.2

In regards to the Help Desk, what is escalation and when would it occur? Escalation is when the problem cannot be solved by level 1 help desk it's. it would occur when level 1 techs couldn't help you solve your. Problem.

2.1.3

What are some critical common steps in incident management? Troubleshooting flow charts, addressing questions in a template format and maintaining proper ticket escalation procedures.

What are the responsibilities of the 3 levels of help desk support? Level 1: LEVEL 1

2.2.1

LEVEL 2

LEVEL 3

Networking Essentials

Unit 2 Chapter 2 Review Sheet

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What is the function of the following OSI layers? Application: dns nfs dhcp snmp FTP tftp smtp pop3 imap http telnet Presentation: ssl, shells and redirectors. Mime Session: net bios application program interfaces, remote procedure calls. Transport: tcp and udp Network: ipv4 ipv6 ip nat Data link: Ethernet family, WLAN,wifi,ATM,ppp Physical: electrical signaling, light wave patterns, radio wave patterns. APPLICATION

PRESENTATION

2.2.2

SESSION

TRANSPORT

NETWORK

DATA LINK

Networking Essentials PHYSICAL

Unit 2 Chapter 2 Review Sheet

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What are the 5 units of encapsulation in order from the upper layers to the bottom layer and at what layer do they occur? What naming or addressing is added at each layer? 5-7 data 4 segment adds port number 3 packet adds ip addresses 2 local delivery adds Mac or physical addresses. 1 bits Layer Unit of encapsulation Added naming/addressing 2.2.2

What is the first step to troubleshooting a problem? Making sure that the devices is powered on. 2.2.3 What are the 3 methods of troubleshooting using the OSI Model? What would be typical questions used for troubleshooting using the model? Method 1: bottom up Method 2: top down Method 3: divide and conquer. Can you browse the website? Do you have the firewall configured on your pc? Can you ping your default gateway? Is the link light lit on your network interface card? Is your network cable plugged in and secure?

2.2.3

Networking Essentials Method 1:

Unit 2 Chapter 2 Review Sheet

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Method 2:

Method 3:

What are 3 common troubleshooting commands used at layer 3? What do they do? Ip config: shows ip settings on the computer. Ping: tests basic network connectivity Tracery: detainees if the routing path between the source and destination is available. 1.

2.2.3

2.

3.

2.2.3

What questions could you ask to diagnose a layer 1 problem? Device power turned off? Device power unplugged?

Networking Essentials

Unit 2 Chapter 2 Review Sheet

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2.2.3

What questions could you ask to diagnose a layer 3 problem? Ip addresses within the assigned network? Correct subnet mask?

2.2.3

When routing packets, what address is used to determine how a packet will be routed? Destination

2.3.1

What happens to hosts if they boot up and the DHCP server is not working? They can communicate locally.

What will pinging the loopback address on a PC help you verify?test the configuration of tcp/ip on the local host. 2.3.1 What tools are used by level 1 and 2 support technicians to diagnose problems at a customer site? Telephone, web tools and possibly Remote Desktop sharing applications.

2.3.2

Networking Essentials

Unit 2 Chapter 2 Review Sheet

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