Basic Networking for Service Desk and Support Staff
Course Overview
This course provides a supporting framework for University, College and Research staff that provide first line assistance for their organisation’s network infrastructure. The data network infrastructure is now supporting more and more business critical services.
The network is no longer simply for the Internet, email and shared drives. It now connects the entire organisation: Building Management Systems (BMS), door controllers, streaming video, guest wireless networks, external partner collaboration, VoIP telephones remote access etc.
The practical focus of this course is the use of a series of activities focusing on the key areas required to support the network. From configuration to diagnostics and a look at new technology, the activities should improve the reporting of incidents and identification of problems.
Topics Covered
- A view of the campus network
- JANET Services
- Basic Physical Network
- Basic Logical Network
- Practical Support and Troubleshooting
- Networking Futures
Benefits
This course aims to provide delegates with a sound base knowledge of the technologies, terminology and information required for basic troubleshooting of the network. Therefore increasing the first line fix rate and improving the recording of incidents and identification of problems.
Who should attend?
This course is of benefit to anyone from an organisation connected to JANET who wishes to gain a better understanding of basic networking but is It is specifically aimed at Service Desk/Help Desk staff, Immediate Response Teams, Residential Networking support staff and technicians.
What will you learn?
On completion of this course, delegates will be able to:
- Describe emerging network topics that will impact the campus network.
- Identify the many different facets of the modern campus network.
- Understand the types of applications running on the network and the specific terminology applied to them.
- Apply knowledge of network monitoring to identify anomalies and faults.
- Describe the JANET network and the components that form it.
- Understand how the JANET network is used and the different types of user it has.
- Identify different JANET services, which will be useful to your organisation.
- Describe what Ethernet technology is.
- Identify different types of Ethernet equipment and describe their purpose.
- Apply knowledge of different cables to select the most appropriate for a specific job.
- Understand the various elements of TCP/IP and how it is used on campus networks.
- Identify core network networks, which are essential to a smooth running network.
- Describe basic Internet applications and their operation.
- Apply knowledge to go through the steps required to get the right information to report an incident.
- Describe how to resolve common network problems.
- Identify the methods for getting further help and assistance.
- Understand the nature of Cloud Computing.
- Describe what IPv6 is.
- Identify new technologies and the impact they will have on the network.
Timetable/On the Day
The course will run between 1000 and 1630. Registration will take place between 0930 and 1000. The timetable during the day will be adjusted to allow discussion of areas of particular interest to the audience.
All delegates will receive a full colour workbook specifically written for this course.
A buffet lunch and refreshments will be provided.
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