14.4.1.6 Lab – Remote Technician – Fix a Network Problem Instruction

Lab – Remote Technician – Fix a Network Problem

Introduction

In this lab, you will gather data from the customer and then instruct the customer to fix a computer that does not connect to the network. Document the customer’s problem in the work order below.

Work Order

Student Technician Sheet
Company Name:      JH Paint Supply
Contact:                        Jill Henderson
Company Address: 114 W. Main Street
Company Phone:     1-888-555-2143

Generating a New Ticket

Category: __________ Closure Code: ____N/A____   Status: Open
Type:      ____N/A____         Escalated: ____Yes____    Pending: ____N/A____
Item:      ____N/A____                                           Pending Until Date: ____N/A____
Business Impacting? (Yes / No) _____Yes_____
Summary __________________________________________
Case ID#: _____50_____                           Connection Type: _____Wireless_____
Priority: _____2_____                                       Environment: _____N/A_____
User Platform: ______________________________________

Problem Description:

Problem Solution:

Student Customer Sheet

Use the contact information and problem description below to report the following information to a level-two technician:

Contact Information

Company Name:     JH Paint Supply
Contact:                    Jill Henderson
Company Address: 114 W. Main Street
Company Phone:    1-888-555-2143

Problem Description

Well, the problem does not always seem to be there. Typically, not all computers on the network are used all the time, so everything seems to be fine. On some busy days, every computer is being used, and there is always one computer that cannot connect. I cannot figure out what the problem is because it is not usually on the same computer. When a computer cannot make connectivity, I check to make sure all cables and connections are fine.

Note: After you have given the level-two tech the problem description, use the Additional Information to answer any follow-up questions the technician may ask.

Additional Information

  • Windows 10
  • The computer has no new hardware.
  • The computer has not been moved recently.
  • An extra computer was added to the network recently.
  • The computer looks the same as it did yesterday.

Download PDF file:


Related Articles

Leave a Reply

avatar