Lesson 2: Overview of Corporate Environments


There are several types of environments in which you might be employed. Understanding these environments and your place in them is crucial to your success. This section provides a brief overview of the corporate environment, including common network setups, tier structure, job titles, and job requirements.

After this lesson, you will be able to

  • Explain the types of networks that you might encounter.

  • Define the tier structure and explain the responsibilities of each tier.

  • Identify common support job titles and the responsibilities of those jobs.

Estimated lesson time: 25 minutes

Types of Networks

From a user’s perspective, there are three basic types of logical networks: workgroups, domains, and multiple domains. In each of these environments, users can share common resources such as files, folders, and printers; and there are security measures available that keep users’ personal data, network resources, and company data secure and protected from outside forces.

Exam Tip

Different types of networks involve different capabilities, security measures, and policies. Identifying the scope of a problem (and therefore correctly providing an answer) hinges on correctly identifying the type of network involved. Deciding on the scope should be your first step on the exam and in the real world.

Workgroups

Workgroups, which are logical groupings of networked computers that share resources, are often referred to as peer-to-peer networks. Of the three network types, the workgroup is the easiest to set up and maintain, but it is the least secure. Each computer maintains its own local security database, which contains the valid user accounts for logging onto and using that computer. The user accounts secure data on the computer and protect the computer from unwanted access. Because no single computer provides centralized security of user accounts for all the computers on the network, the network is considered decentralized. Figure 1-1 shows an example of a workgroup.

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Figure 1-1: A workgroup is often referred to as a peer-to-peer network.

Note

Workgroups are typically configured for home networks, small home offices, and small businesses in which the computers are in close proximity to one another and can be connected using a hub, switch, or router. Because they are not the most secure option for a network, they are not often used in larger corporations.

Domains

Domains are logical groupings of networked computers that share a common database of users and centrally managed security on a single server (or group of servers) called a domain controller. A single domain must have one or more domain controllers, and these computers provide Microsoft Active Directory directory services such as providing access to resources, security, and a single point of administration. Domains are logical groupings, so they are independent of the actual physical structure of the network. Domains can span a building, city, state, country, or even the globe; or they can be configured for a small office. The computers can be connected by dial-up, Ethernet, Integrated Services Digital Network (ISDN) lines, satellite, or even wireless connections. Figure 1-2 shows an example of a domain with two domain controllers.

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Figure 1-2: Domains share a common database and are centrally managed.

Note

Domains are typically configured for networks in larger companies and corporations because they are the most secure option for a network, offer centralized security and management, and are extensible. Smaller companies generally opt against domains because they have more overhead, are more expensive, and require more attention than workgroups do.

Note

Workgroups, domains, and multiple domains describe the logical grouping of computers. Do not confuse this logical grouping with the physical layout of the network. A small network of three computers connected by a single hub can be logically grouped into a domain, just as a larger network consisting of thousands of computers across multiple subnets can also be grouped into a domain. The reason for the distinction between logical and physical structures is one of abstraction. The physical layout has to do with where computers are located and how they are connected to the network. The logical layout has to do with the function of the computer, how it is used, and how it is managed. By separating the two, the administration of computers does not have to be affected by the network infrastructure.

Multiple Domains

Networks can also be arranged into multiple domains, which are still managed as a single, cohesive, yet decentralized unit. Multiple administrators manage the network, and the domains represent specific parts of a larger organization. Multiple domains are generally created when the network (and corporation) spans multiple countries or when two established companies merge. In a multiple domain configuration, there must be at least one domain controller in each domain.

See Also

To learn more about domains and Active Directory, visit http://www.microsoft.com/technet and search using the keywords “Active Directory.”

Tier Structure

Corporations define technical support roles in tiers; generally, there are four tiers, as detailed in Table 1-2. Each of these four tiers can also have its own tier structure. The tier position that we are concerned with is tier 1, which is italicized in the table. The employees in the corporate tier 1 group are also categorized in three additional internal tiers. The internal tier 1 employees usually provide front-line support; and internal tiers 2, 3, and 4 accept escalations. These roles are defined with more detail in the section “Telephone Call Centers,” later in this chapter. Your position in the corporation will be in the tier 1, help desk position.

Table 1-2: An Overview of the Corporate Tier Structure

Tier

Description

Tier 4, architect

Strategic: Analyzes and designs enterprises. Makes budget and purchasing decisions.

Tier 3, engineer

Tactical: Analyzes and designs within a single technology and implements the technology. Handles complex troubleshooting, including escalations from administrators.

Tier 2, administrator

Operational: Provides day-to-day server and software troubleshooting. Performs operating system management and support.

Tier 1, help desk

Support: Supports day-to-day client operating systems, applications, and hardware troubleshooting. Follows prescriptive guidelines and provides end user phone support.

Corporate tier structures allow for growth by clearly defining technical support roles and requirements for moving up the tier ladder. The Microsoft Certified Desktop Support Technician (MCDST) certification prepares candidates for jobs in the tier 1 environment and provides a good foundation for moving up in the corporation.

Job Titles and Requirements

As a tier 1 entry-level technical support employee, your job is to provide direct end user support. At a high level, you should be prepared to perform the following tasks:

  • Perform general troubleshooting of the operating system and installed applications

  • Provide customer service, including listening to the customer, defining and solving the problem, and educating the user on how to avoid the problem in the future

  • Install, configure, and upgrade software, including applications and operating systems

  • Monitor and maintain systems

  • Document calls, and close them or escalate them as required by company policy and time limits set by SLAs

    Note

    An SLA defines the parameters of service provided by a company to a user. SLAs typically cover the services to be delivered, fees and expenses, customer responsibilities, documentation requirements, and support policies.

More specifically, you will be consulted to troubleshoot and provide information about a variety of aspects of the Windows XP operating system. You will be called on to resolve installation and connectivity issues; configure and troubleshoot users’ desktop environments; troubleshoot multiple boot or multiuser computers; and install, configure, and troubleshoot hardware. You will be expected to resolve or escalate 80 percent of the incident requests you receive from end users, employ proper procedures to document the incident, and operate within the environment’s SLAs. SLAs might require that a call be resolved in a particular amount of time or within a specified budget.

There are various job titles and job roles for DSTs; common tier 1 entry-level job titles are listed here. When creating a resum , looking for employment, or interviewing, make sure that you are familiar with these titles. Each of these job titles is a tier 1 entry- level job, and all are quite similar.

  • Call center support representative

  • Customer service representative

  • Help desk specialist (or technician)

  • Product support specialist

  • PC support specialist

    Tip

    To supplement your DST training, join a relevant newsgroup. With a newsgroup, you can exchange ideas, ask for help, and get answers to common questions quickly. For more information, visit http://www.microsoft.com/windowsxp/expertzone/newsgroups/default.asp.

Practice: Identify Tasks in a Corporate Environment

In this practice, you will explore some of the tasks that are associated with the various tiers. If you are unable to answer a question, review the lesson materials and try the question again. You can find answers to the questions in the “Questions and Answers” section at the end of this chapter.

Scenario

You are a technical support administrator at Proseware, Inc., which supports end users of video games. Proseware also runs online servers for its multiplayer games. You have been asked to divide support into three categories: help desk, administrator, and engineer. You have been told that the help desk will handle client-side questions concerning configuration issues within the game. Administrators will handle configuration problems that the help desk fails to solve, and will handle all operating system and hardware issues. The engineer group will handle any technical problems that occur on the server.

Group the following list of tasks according to which support tier you think would handle them. (Tiers are tier 1—Help Desk, tier 2—Administrator, and tier 3—Engineer.)

  • Adjust display settings.

  • Troubleshoot video driver problems.

  • Troubleshoot registration problems that occur on the server.

  • Adjust audio settings.

  • Troubleshoot joystick problems.

  • Configure the game to play on a home network.

  • Troubleshoot networking issues preventing a customer’s computer from connecting to the server.

  • Register the product online.

  • Deal with server crashes resulting from too many requests for service.

Lesson Review

The following questions are intended to reinforce key information presented in this lesson. If you are unable to answer a question, review the lesson materials and try the question again. You can find answers to the questions in the “Questions and Answers” section at the end of this chapter.

  1. Briefly, what types of businesses, corporations, or companies would choose to configure a workgroup? A domain? A multiple domain? Why?

  2. Which of the following is not a job function of a tier 1 corporate desktop support technician? (Choose all that apply.)

    1. Perform general troubleshooting of the operating system.

    2. Perform general troubleshooting of operating system components, such as Internet Explorer.

    3. Troubleshoot network problems that do not directly affect the end user.

    4. Install, configure, and upgrade software, including applications and operating systems.

    5. Set group or local security policies for end users, including which security settings a user should have, and determine what he or she can or cannot access on the network.

  3. For each of the following descriptions, decide whether each refers to a workgroup, a domain, or multiple domain network configurations. If the description applies to more than one network configuration, list all that apply.

    1. This network configuration is a logical grouping of computers created for the purpose of sharing resources such as files and printers.

    2. This network configuration does not use Active Directory services.

    3. This network configuration can include multiple domain controllers.

    4. This network configuration provides a single point of administration for security.

    5. This network configuration is easy to design and implement, and is best configured for users in close proximity to one another.

Lesson Summary

  • DSTs must be prepared to work in various environments, including workgroups, domains, and multiple domains.

  • A DST’s place in the corporate, ISP, or company hierarchy is generally the tier 1 position, which is considered an entry-level position.

  • The MCDST certification opens a doorway into tier 1 jobs, identifies the employee as qualified to hold the desired job, and identifies the business owner as qualified to determine and resolve home end user problems.




MCDST Self-Paced Training Exam 70-271(c) Supporting Users and Troubleshooting a Micro[... ]ystem
MCDST Self-Paced Training Exam 70-271(c) Supporting Users and Troubleshooting a Micro[... ]ystem
ISBN: N/A
EAN: N/A
Year: 2006
Pages: 195

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