Lesson 3: Overview of Noncorporate Environments


Not all DSTs acquire or hold jobs in a large corporate environment; many obtain employment through telephone call centers, repair shops, private businesses, and ISPs.

After this lesson, you will be able to

  • Identify common types of noncorporate support jobs.

  • Describe the job activities found in noncorporate support jobs.

Estimated lesson time: 10 minutes

Telephone Call Centers

Telephone call centers accept calls from end users and resolve problems over the telephone. These calls can be hardware- or software-related, depending on the company and its clients. A DST’s place in these environments is defined by using a tier system similar to that in a corporate environment. Table 1-3 shows a general tier structure for a telephone call center. An entry-level DST falls in either of the first two tiers (italicized in the table), depending on experience.

Table 1-3: Overview of the Telephone Call Center Tier Structure

Experience

Scope of Responsibilities

Tier 4: 4+ years of experience

Receives calls that are escalated from tier 3 personnel and tries to resolve them. This involves complex troubleshooting; employees in this tier are hardware and software engineers and architects.

Tier 3: 1 to 2 years of experience

Receives calls that are escalated from tier 2 personnel and tries to resolve them. This involves a combination of experience, directed training in specific hardware and software, and application of previous knowledge. These employees might have other certifications.

Tier 2: 6 months to 1 year of experience

Receives calls that are escalated from tier 1 personnel and tries to resolve them. Like tier 1 employees, the tier 2 employee works by using a set of predetermined questions and solutions. Supports operating system, application, and hardware troubleshooting.

Tier 1: Less than 6 months of experience

Answers the phone and works using a script. The tier 1 employee instructs the user to reboot the computer, disconnect and reconnect, stop and restart an application, and perform other common troubleshooting tasks. Determines the appropriate time to escalate calls to tier 2 personnel.

Repair Shops and Private Businesses

DSTs also find their niche as members of small repair shops, large repair shop chains, computer sales chains, computer manufacturers, or hardware testing labs. They can also start their own computer-repair business.

If you intend to work as a DST in any of these settings, you should also be either A+ or Network+ certified. Unlike a DST, an employee at a repair shop or one who owns his or her own business has much more hands-on computer work than those who answer phones. These DSTs replace hardware, add memory, repair printers, and perform similar tasks in addition to the tasks required of a DST.

Internet Service Providers

ISPs are companies that provide Internet access to subscribers for a monthly fee. Subscribers can be individuals or entire corporations. Some ISPs do more than offer Internet access, however: They design Web pages, consult with businesses, provide feedback concerning Web page traffic, and send out virus warnings. Some also set up, secure, and maintain e-commerce websites for clients.

If you choose to work for an ISP, you will most likely answer the phones and perform general help desk duties, as previously defined. The most common tasks required of an ISP DST include the following:

  • Set up new accounts using Microsoft Outlook or Outlook Express, Netscape Mail, Apple OSX Mail, Eudora, and other e-mail clients

  • Configure settings to filter spam by creating rules and blocking senders

  • Troubleshoot Internet and e-mail access

  • Troubleshoot servers and physical connections

  • Resolve problems with various connection types, including dial-up modems, digital subscriber line (DSL), cable, and wireless connections

  • Resolve and escalate calls when necessary

ISP DSTs must be familiar with Internet technologies, Domain Name System (DNS) name resolution, connection types, available modems, and other common ISP tools. ISPs, like other DSTs’ employers, generally work using a tier system, and moving up the tier is dependant on experience, education, and training.

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. You have just gotten a job at an ISP and have been assigned a tier 1 position. Which of the following can you expect in your first week at work? (Choose all that apply.)

    1. To walk users through re-creating their e-mail accounts or reconfiguring their Internet security settings

    2. To configure local security policies

    3. To answer phones and instruct users to reboot their computer, close and restart applications, and disconnect from and reconnect to the ISP

    4. To read from a script of questions and make decisions based on users’ answers

    5. To help users reinstall their e-mail clients

  2. Taking into account what you have learned about workgroups and domains, network topologies, corporate and noncorporate tier structures, call center environments, hands-on repair shops, and ISPs, describe which environment you would most like to work in. Cite five reasons for your decision.

Lesson Summary

  • Noncorporate environments in which a DST might work include telephone call centers, repair shops, private businesses, and ISPs.

  • Each of the noncorporate environments require different skills, but in each instance, you must be friendly, helpful, capable, and competent.

  • If you work for a telephone call center or an ISP, you will likely work in a tier structure much like the structures found in corporate environments.




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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