Ejercicio Cisco: Responsabilidades de los técnicos

1. Escribir las responsabilidades de los técnicos de ISP.

• Level 1: Is for intermediate support handled by junior- level help desk technicians.

- Diagnose basic network connectivity issues.
- Diagnose and document the symptoms of hardware, software, and system problems.
- Resolve and document any basic user issues.
- Helps costumers complete online order forms to attain various systems, services, hardware, software, reports and entitlements.
- Escalate unresolved issues to the next level.

• Level 2: handles calls that are escalated to more experienced telephone support.

- Diagnose and solve more difficult network problems.
- Use diagnostic tools and remote desktop sharing tools to identify and fix problems.
- Identify when an onsite technician must be dispatched to perform repairs.

• Level 3: is for calls that cannot be resolved by phone support and require a visit by an on-site technician.

- Diagnose and resolve problems that have been escalated by the level 1 and level 2 technicians.
- Survey network conditions for analysis by a senior network technician.
- Install and configure new equipment, including customer premise equipment upgrades, when necessary.

2. Separa los protocolos o tecnologías según la capa del modelo OSI al que pertenece.

1. Application: HTTP, FTP, Telnet, SMTP,
2. Presentation: Conmutación de Red, Tramas
3. Session: Software de Cliente,
4. Transport: TCP, UDP, Packets,
5. Network: Dirección IP, Enrutamiento
6. Data Link: Ethernet,
7. Physical: Cables de Par trenzado, Tarjetas de Red, Ondas de Radio, Host, Repetidores, Señales Eléctricas,