Wireless is pretty much treated like most other services. We don't have any specific teams or structure for wireless support.
Users (staff/students/visitors) can all get help by ringing our service desk (who will go through some steps and if no go send the job to our onsite team or refer them to a walk-in). Anyone can just head to one of our walk-in locations for assistance (these get hammered at the start of year/semester). We use Cloudpath ES and recommend that as a first step for users (though frustratingly that isn't always followed by support staff. Often we'll be contacted by the support staff for assistance on challenging devices and occasionally have the job assigned to us. We do have a team contact phone number for on-demand support people to us for anything network/voice related so again there's no special setup. Most of the support staff are just experienced at wifi setups(e.g. knowing the guides and following instructions) and are capable at updating drivers etc, some are naturally more tech savy and can troubleshoot a bit more but that goes in general for IT issues. There's no specific training etc. A number of years back the support teams would put more effort into ensuring the same peope deal with wifi since it can be tricky. But it mostly pretty smooth these days with OS's getting their stuff pretty descent. That for most part covers client issues. Anything else like coverage or performance (once client issue investigated or tested in other locations) comes straight to our network team. We have a few tools accessible to us like Ekahau Site Survey, Chanalyzer, Eye PA and Aircheck G2. Though there's really only me who knows it pretty well for getting on-site and test, and another guy who's learning. Communication is for which ever team/support person owns the job. -- Jason Cook Technology Services The University of Adelaide, AUSTRALIA 5005 Ph : +61 8 8313 4800 -----Original Message----- From: The EDUCAUSE Wireless Issues Constituent Group Listserv [mailto:[email protected]] On Behalf Of Norman Elton Sent: Tuesday, 28 February 2017 9:43 AM To: [email protected] Subject: [WIRELESS-LAN] Helpdesk Troubleshooting of Wireless Issues I'm curious if people can share their delineation of duties between the support organization (help desk) and the network administration (engineering, etc) teams, especially as it surrounds the triaging and troubleshooting of wireless connectivity issues. What is expected from the support organization before an issue is escalated? Who communicates with the end user? What tools, resources, and training are made available to techs? Are all support techs qualified, or just a "wifi strike team"? Lessons learned? Thanks! Norman Elton William & Mary ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/discuss. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/discuss.
