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Diagnosing Corporate Network Problems

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  • Diagnosing Corporate Network Problems

    My job is working in advanced server support for a UK government department ... actually I'm outsourced (work for another company contracted to provide a specific service to the department) but that seems to be the way these days.

    As sees to be typical there are several levels of support usually contacted before me and my colleagues but one thing seems to be true; because users always perceive problems from the POV of their own PC and its ability to access varied network resources we (server and/or desktop support) are always the first point of contact. As such, in the event that we begin to suspect that the problem lies outside of our domain (not a Windows domain although those are involved), it becomes our responsibility to *prove* that it's another aspect of the network or service because if we suggest that to other teams the usual response is "there's nothing wrong with <XXXX> ... " and so on. IMO that's not the way it should be but it invariably seems to be (is even understandable form a customer perspective) and it also tends to mean we get the flack (irritable and sometimes even angry customers).

    The trouble is, of course, that whilst I know a lot about servers, and a fair bit about networks in general, I am by no means a LAN/WAN expert, what I know about Cisco switches could be written on a pinhead and I have no specific method for establishing that an issue lies outside our domain. I think I need such a method so I've decided to create a document (an aide memoire or checklist) for my own use in the first instance but for the team perhaps later on so, if required, I can firmly establish where the fault lies, if it is a server issue, a router, a switch or whatever.

    What steps should I take? What things should I check? What are the implications of various bits of information if known? Does anyone have any really good resources that they can point me to so I can create the document I want to? Any help on this would be most definitely appreciated.

    Kyu
    J C Rocks (An Aspiring Author's Journey)
    The Abyssal Void War: Stars, Hide Your Fires

  • #2
    Re: Diagnosing Corporate Network Problems

    Hmm.. Sounds like the start of a knowledge base really. Apart from a very high level document you may find that each problem is different enough from the next to require it's own information and troubleshooting.
    Loss of connectivity to a resource could by anything from cable unplugged to a deny on access rights.
    If you want a doc just for checking things you are responsible for specifically then it may be good to give a list then something could be taken from that.
    Have I misunderstood your question?
    cheers
    Andy

    Please read this before you post:


    Quis custodiet ipsos custodes?

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    • #3
      Re: Diagnosing Corporate Network Problems

      Originally posted by AndyJG247 View Post
      If you want a doc just for checking things you are responsible for specifically then it may be good to give a list then something could be taken from that.
      Have I misunderstood your question?
      I agree it does and yes you understood the question properly ... I just hoped that someone else had asked the question sometime so I could use that knowledge myself.

      I will do some research then post back

      Kyu
      J C Rocks (An Aspiring Author's Journey)
      The Abyssal Void War: Stars, Hide Your Fires

      Comment


      • #4
        Re: Diagnosing Corporate Network Problems

        TBH you will always get customers who blame you for things that you don't even have responsibility for. Its the nature of your job.

        Its like when you curtiously fix someone's computer for them and then 2 days later, you get a phone call with that same guy ranting and raving how you made his computer worse, then when you check it out, The daft bugger has done something stupid!!

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        • #5
          Re: Diagnosing Corporate Network Problems

          I think we can all agree on that!
          You fixed my computer last week and now my car won't start.....

          I think the online knowledge bases (like this one) are usually a good start. Some companies create their own but I must admit I tend to either remember the answer or google rather than use them.
          cheers
          Andy

          Please read this before you post:


          Quis custodiet ipsos custodes?

          Comment


          • #6
            Re: Diagnosing Corporate Network Problems

            I was in the same position a few years ago when I worked help desk for a studio in LA. It was a campus like enviornment with 1000's of users.

            My solution was to get a new job, because the various levels of support above us that we sometimes needed to escalate issues to, were all dipshits.

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            • #7
              Re: Diagnosing Corporate Network Problems

              Originally posted by Meekrobe View Post
              My solution was to get a new job, because the various levels of support above us that we sometimes needed to escalate issues to, were all dipshits.
              Exactly what should be done when you can't stand your job! Either that, or you could sit on your rectum and just moan about it 9-5, 5days a week, which will get you NOWHERE!!

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