Cisco Certified Support Technician CCST Networking 100-150 Official Cert Guide

Chapter 22

Troubleshooting

This chapter covers the following exam topics:

• 5. Diagnosing Problems

  • 5.1. Demonstrate effective troubleshooting methodologies and help desk best practices, including ticketing, documentation, and information gathering.

    Policies and procedures, accurate and complete documentation, prioritization

  • 5.2. Perform a packet capture with Wireshark and save it to a file.

    Purpose of using a packet analyzer, saving and opening a .pcap file

Network engineers spend a lot of time troubleshooting—possibly more time than anything else. Networks do not fail constantly, but rather

• Some aspects of any large-scale or complex system will always be less than optimal.

• Understanding a failure’s root cause can be complex and take time. ...