Our WiFi complaints fall into a couple categories:
1. I can't connect this device.
- For this, the helpdesk will take the user through the steps to connect
the device, at a walk-in location, over the phone, or via email/helpdesk
software. For stubborn devices, the support folks will create a ticket and
kick it over to one of our 3 Network Analysts (which includes me). Our
network analyst position is basically admin/engineer/all network support
escalations. We have access to all the tools provided by our vendors to do
deep troubleshooting as to why a connection is failing. In a few
instances, if we are burning too much time on a problem that is clearly a
client issue, we will send it back to desktop support. This was the case
with a Dell XPS that needed a BIOS update to connect to our .1x network.
2. There is no coverage in this spot.
- One of the network analysts will go to the spot and survey the
signal. For any trip to a residential building, we go in 2's to protect
ourselves from false allegations of misconduct. We don't have full
spectrum analysis tools, but we can at least check for signal level, and
rogues, look around for microwaves or other obvious sources of
interference.
We don't have any specially trained helpdesk techs. Before they escalate a
ticket to us, they are generally pretty good about gathering basic info -
username, location, ideally the MAC address of the client device so we can
look it up in AirWave and our NAC system.
Same as Jason's earlier post, communication is handled by whoever is
actively working the ticket.
--
Jonathan Miller
Network Analyst
Franklin and Marshall College
Jonathan Miller
Network Analyst
Franklin and Marshall College
On Mon, Feb 27, 2017 at 6:13 PM, Norman Elton <[email protected]> wrote:
> 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
>
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