Very similar here at ULethbridge. Except we do have some spectrum analysis tools ☺
Cheers, Jeff From: The EDUCAUSE Wireless Issues Constituent Group Listserv [mailto:[email protected]] On Behalf Of Jonathan Miller Sent: Tuesday, February 28, 2017 7:53 AM To: [email protected] Subject: Re: [WIRELESS-LAN] Helpdesk Troubleshooting of Wireless Issues 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]<mailto:[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 ********** 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. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/discuss.
