Tech Troubleshooting
When running tools, which piece of equipment should we run tools on first?
Router
What are the two best pieces of information to ask for to pull up accounts for inbound calls?
Address or case number. A serial number or MAC address could work as well
I would click this button in salesforce to read the case notes of the ticket that came in through my alvaria to determine if another agent has made a working case and is working it
Daily Double
What button would I click if I wanted to read all the notes on an entire account across all cases in chronological order?
Activity Summary by case
Activity Summary by account
*Note* Activity summary by account becomes just "activity summary" when not clicked on a case but on a main page of a customer account
This is the case status we use when unable to contact a customer and we are needing their approval or action at site
Pending - Customer Input
We would escalate to this team for multi site issues
Control Desk
What are the "big 4" tools on the router?
Ping x 50
ipsec tunnel
Gateway Detect
Arp Table
We want to confirm the sites business name and address at the beginning of a call and we would also want to grab these two pieces of information from the customer
Their name/department and confirm call back number
If I wanted to determine if my brand new PAM alert was a linked PAM I would want to click this button/page on the main page of a customer account to look at other cases that may be being worked
open cases
This case status is when the site has been repaired/recovered and we are attempting to reach customer for case closure
Pending - Customer confirmation
If an enterprise customer has questions regarding billing where would we transfer them to?
Enterprise Billing
We can run this tool on modems if they are our modem.
Daily Double
This is the name of our cradlepoint tool we can use for extended ping tests, speed tests and remotely rebooting the cradlepoint
Ping/Current status
NetCloud Manager
After confirming the address/business and the callback number and customer name we would also want to create/open these in the first 5 minutes of a call
create a case or working case if given an existing open ticket. We will also want to open the customer KB within the first 5 minutes of a call
After creating my working case and opening the customer KB what is the next logical step when working a ticket
Run tools/diagnose site
This is the case status we want to put a VSAT site in when inclement weather is impacting a site.
Daily Double:
What visibility is it that sites get intermittent and what visibility is it that sites experience hard down scenarios?
Pending - Weather
7-6 miles vis and 3 miles vis
A POS vendor calls and we confirmed with our tools that the site is up and reachable and port connections are good on the switch, what team would we call for a level 2 check for policy package on router and POS template on switch?
ESCNE
These are the two primary tools we run on switches
Ping/current status
Interface status
Before ending a call we want to re-phrase the call which is known as a call ____?
Recap
If a site is closed for the day and we want to initiate contact with them, what should we push the case for?
1 hour after opening the next day
We never want to offer this case status to a customer
Pending-Monitoring
A NAP agent was not able to allow us access to an account after providing them all available Hughes passwords, who would we escalate to?
Their supervisor
An interface status tool ran on a router provides?
a 3 ping test with uptime
ARP table without mapped IP/MAC address
IPsec Tunnel results
What is the branding for our department that should be used at the beginning and end of every call
Hughes Enterprise Support
This tribal knowledge term is when we disposition a ticket knowing no calls are in queue to finish the work/notes on a ticket while on a new one that comes in the alvaria system
Ticket surfing - its used to help us manage ticket handle times
This is the case status we want to use for our parent cases when making Hughes Truck Rolls
Pending - HNS truck roll in progress
A NAP agent is not able to locate an account with NAP key, MAC address, previous NAP ticket etc. What team would we escalate a case to?
Post Install Provisioning