Problem
You been working as a lab technician for the Baker College IT Department. This department has 8 classrooms, including a dedicated Cisco classroom. All of the computers in each classroom are connected to a switch located in the back of the classroom. Those switches are connected to a switch in the server room, which is connected to the cable modem as the connection point to the Internet. (The IT department has its own Internet connection separate from the college network.)
You have a new technician working with you. While working, several students inform the technician that they are unable to connect to the Internet. You should walk the new technician through the steps to troubleshoot this issue. This technician has very little experience in troubleshooting so you will need to avoid using technical jargon and explain it in such a way that the technician can follow the steps you provide. You have also been asked to document these steps in a detailed manual for future reference.
Provide detailed information to the technician so that this information could be resolved. For example, information may include but not be limited to:
1) Questions the technician should ask the users to begin the troubleshooting process.
2) List the steps you would take to troubleshoot/diagnose the issue.
3) What devices would you check first?
4) Theories based on your assumptions.
5) Which parts of the OSI model are components of the troubleshooting method?