Daily Activities
Once a new printer/MFP is brought online and has an IP, the next step should be to?
Share the information to the Systems Operations team to complete the configuration
In the event of a circuit outage at a branch, once power has been verified with the location, what is the next step?
Open a ticket with Verizon for the circuit?
A user contacts you and states their computer has no connectivity, what is the absolute first step you should take?
Have them restart the computer.
A new branch office is being configured. The network has been established. A tech calls and states the security system cannot reach the internet, what would you check first?
Ensure the security system isn't being blocked by ISE.
The security team gets an after hours notification that a phishing email with a high risk link has been emails to all the of the executive team. They want you to block that URL, where should you perform that action?
In Zscaler ZIA for all users.
If you notice outstanding issues that you can't resolve in Solarwinds, who specifically should you reach out to?
Abby
What is the name of the hypervisor that manages the physical Palo Alto firewalls?
The Panorama
If a Remote Coder needs to have a website whitelisted, where should that adjustment be made?
Windows Defender in Azure
You receive a ticket which requests a firewall rule for the following:
Allow
Source IP: 187.50.10.30 to Dest IP: 10.51.200.37
How should you proceed?
Advise ticket requester we don't allow public traffic access directly to the Core network.
What action on a firewall rule should absolutely receive a peer review before being committed to the firewall?
Any rule that is being put in to block or deny or drop traffic.
In the case that a end user opens a ticket and is unresponsive. How many times are you expected to reach out to a user before closing a ticket?
Three (officially you should call the user on the last attempt)
When resolving a ticket for an office outage, what information should you ensure is in the ticket?
The RFO (or specify one is not available) and time services were restored.
A user states, from their endpoint, they cannot access an external SFTP server to access billing information. What service do you need to make an adjustment on?
Zscaler needs port 22 access.
What is the biggest bottleneck for network access at the branch level?
The legacy switches, they still only have FastEthernet on the ports.
You are working with a member of the Systems team to check access through the Palo Alto firewall. A rule exists for the source and destination IP, and proper ports. You see in the logs that the traffic is still being dropped. What would be the most logical reason the firewall is blocking that traffic?
The packet inspection (IDS/IPS) is dropping the traffic.
A user is trying to connect their personal cell phone to the guest network. They inform you that they connect to it and it keeps dropping. What is the first thing you should confirm before troubleshooting further?
That they have created and account, and have confirmed that account through their email.
What are the Tierpoint official location names of our datacenters with them?
BWI & RTP (Research Triangle Park)
A user is traveling to North Korea and needs remote access to the Amergis network to maintain connections with their customers. What actions do you need to take?
Inform the user that it's not possible to grant access. Notify myself and Ashley that the request had been made.
North Korea has a trade embargo and serious security concerns allowing access back to our internal network. This would be the same process for such areas like Russia, Ukraine, China, Iran, etc.
As per company best practices, if we have an event on a piece of technology that causes an MI, in addition to making an MI notification, what should we be doing by default at the same time?
Opening a P1/P2 ticket with the vendor
If you need to restore the ISE configuration from a backup, what is the most important piece of information you will need?
The password for the backup.
An end-user has traveled to Poland and all exceptions have been put into place. When they return, what specific actions do you need to perform?
Remove the country access from the Palo Alto, remove them from the AD group, and resolve the ticket.
As best practice, how often should we be updating KBAs inside of ServiceNow?
Yearly
What three elements should you at least attempt to gather for any firewall rule request?
Source and Destination IPs, and destination Port
In ACI you see the fault,
Port is down, reason being sfpAbsent(connected), used by EPG on node 102 of fabric MaximStaffingBA with hostname BAS-93180-1K37-1
What is one of the two issues that could be occurring, name one?
The SFP has failed OR the port was in use at one point and is no longer in use but still has configuration on it.
How do the APICs in Baltimore talk to the APICs in North Carolina?
They don't directly