Unit 12 IT Technical Support - Andrew Blundell · Unit 12 IT Technical Support Tools ... Collision light (activity) ... PowerPoint Presentation Author: [email protected]

Unit 12 IT Technical SupportTools

Level 3 Unit 12 IT Technical SupportLecturer: Andrew Blundell

Technicians Tool KitA variety of tools can be used to install, check and monitor IT systems.


Hardware/Hand Tools

• Screwdrivers

• Pliers

• ESD equipment

• Torch

• Torx drives

• Hex drives


Ethernet Cable Testing

• This type of equipment can be used to ensure all wires are working (identify shorts, opens, etc)

• Warns of hazardous voltages

• Tests Telephone, Coax and or Ethernet


Tone Generator/Locator• Two part tool

• The Generator Sends an

• electrical signal down the line.

• The tone locator emits a tone

• when

• A signal is detected.

• Can identify a break in the cable

• When the tone stops.


Loopback PlugsLoopback plugs can be used to check the status of network ports


Visual IndicatorsNICLED Green (Link)

• Indicated NIC and Switch are making a logical connection.

• Sometimes need a driver before the link light is activated.

◦ Collision light (activity)

• Will blink on occasion due to the network being busy

• If stays on too many collisions on the network


Krone ToolUsed for hardwiring Ethernet cabling into a typical 110 Patch panel and face plates.


Software Tools

• Anti virus

• Test utilities – Spybot (Adware, Malware),

• Hiren’s boot CD.

• Msconfig, services, Admin tools

• Backup Tools

• Imaging


Example Tools


Program Type of Tool Notes

BIOS Post Diagnostic Tool Built into PC

Runs automatically whenever you power up. Checks all the hardware and will report any serious hardware faults.

SYSEDIT.EXE Windows Tools An editor that can be used to view and edit system files, for example .INI files.

Direct X Windows Tools Can be used to check hardware faults.

CHKDSK Windows Tools Checks disks for Faults, verifying files, checking indexes and recovering lost files.

Disk Clean-up Windows Utility Searches for files you might want to delete, and then deletes unwanted files to recover space.

Disk Defragmenter Windows Utility Rearranges data on a disk for more efficient input/output

Windows Device Manager

Windows Tools Shows device drivers and resource settings for individual devices.

Protocol Analyser

• Wireshark – Can be used to monitor all traffic (application, packet and frame headers) at each layer of the OSI model

• Useful for problem isolation


Windows Event Viewer

• Applications

• Security

• System log

Logs errors categorised as warning, Error and information


Group Policy

• Local policies and auditing

• Audit Success and failures.

• Gpedit.msc local users and groups

• GPmc.msc for the Domain users and groups


Utilities at the Command Line• Tracert/ Traceroute

• Ping

• ARP

• Netstat

• Ipconfig /ifconfig

• Nslookup


How to Approach ProblemsPractice makes perfect….. No one knows it all

Step 1 Identify the problem

Step 2 Establish a theory of probable causes

Step 3 Determine an exact cause

Step 4 Implement a solution

Step 5 Verify solution and full system functionality

Step 6 Document findings


Apply a Troubleshooting Model• Check the simple things first. (is it plugged in?, switched

on?)

• Is this a hardware or software issue?

• Is it a workstation or server issue?

• Which segment (s) of the network are affected?

• Are there any cabling issues?

Check the obvious!


Documents

Unit 12 IT Technical Support - Andrew Blundell · Unit 12 IT Technical Support Tools ... Collision light (activity) ... PowerPoint Presentation Author: [email protected]