| A | B |
|---|
| EMI | What is electromagnetic Interference? |
| NIC | What is a Network Interface Card? |
| OSI | What is Open Systems Interconnect? |
| PDU | What is Protocol Data Unit? |
| WAN | What is Wide Area Network? |
| Address used by a switch for sending frames to the correct port. | What is a MAC or physical address? |
| Address used by routers for path selection. | What is an IP Address? |
| This layer converts the frame into bits to signal with the media. | What is the physical layer? |
| Concerns reliable data delivery across a network. | What is the Transport Layer? |
| Upper layers of the OSI. | What are 7 - Application, 6- Presentation, & 5 - Session? |
| Physical layer standard for FastEthernet cabling? | What is TIA/EIA 568? |
| Encapsulation PDUs from the Transport to the Physical Layers. | What are Segment, Packet, Frame and Bit? |
| Transport layer protocol that ensures delivery. | What is TCP? |
| Application layer protocols concerned with e-mail. | What are POP, IMAP, and SMTP? |
| Two major goals for ISP help desk. | What are network optimization and customer retention by solving problems quickly? |
| Solves escalated issues, surveys network conditions, installs and configures new equipment. | What is Level 3 support? |
| Uses diagnostic tools, including remote desktop tools, determine if on-site technician should be dispatched. | What is Level 2 Support? |
| Diagnose & Correct basic connectivity, phone support, documentation, assists with web forms and basic support problems. | What is Level 1 support? |
| Level of support required when servicing a SLA. | What is Level 3? |
| Process for a problem at the help desk that can’t be solved. | What is escalation of issues through Level 1, Level 2, and then Level 3 or on-site assistance? |
| Fist step in the troubleshooting process. | What is gather information and define the problem? |
| Layer three settings to check when troubleshooting. | What are IP Address, Subnet Mask, Gateway, DNS Server, and DHCP Setting? |
| The three most important command line utilities. | What are PING, NSLOOKUP, and IPCONFIG? |
| Packet sniffers, remote management tools, and email settings. | What are layers 5-7 troubleshooting techniques? |
| A layer four problem that will affect application network connections. | What is an incorrectly configured firewall? |
| Used for checking end-to-end connectivity. | What is PING? |
| Utility used for checking DNS operation. | What is NSLOOKUP? |
| Two layer one items to look for when troubleshooting. | What are power status, loose or disconnected cables, cable type, faulty cables, LEDs? |
| Two layer two items to look for when troubleshooting. | What are device drivers, faulty NIC or Switch, switch configuration? |
| Troubleshooting from layers 1 to 7, 7 to 1, or starting in the middle layers. | What are the Bottom Up, Top Down, and the Divide and Conquer methods of troubleshooting? |
