What goes in a support toolkit? What does a technician really need when performing desktop troubleshooting for users?
To provide support, you need a toolkit. For computer and network troubleshooting, you need certain tools.
Helpdesk and LAN Administrators
- Software
- Bootable Disks with the Operating System Installation files
- Bootable Recovery Disks
- Bootable Floppy
- Windows Rescue Disks for NT, 2000 and XP
- Disks with copies of the drivers for all installed hardware
- Network Operating Sytems disks (Novell client software etc.)
- Bootable disk or CD-ROM with Anti-VIrus, Anti-Spyware and latest definitions - This is usually generated from an enterprise-class antivirus server application.
- Tools
- Regular and Phillups screwdrivers
- Pliers (needle-nose)
- Assorted Hex Keys
- Cabling kit
(for Ethernet)
- Cat5/5e/6 cable
- RJ-45 and RJ-11 connectors
- Crimper tool
- Wire-stripping tool
- Punchdown tool (Wire punch)
- Testing Gear
- Cable testing
- Tone Generator
- Sensor pen (works with tone generator)
- Ethernet
- Cable tester (CAT 5/5e/6)
- Time-domain reflectometer
- Voice/PBX
- Line Test handset
- Cable testing
WAN/TELECOM Administrators & Repairmen
- Software
- PCMCIA flash card with latest IOS/Firmware/OS
- Tools
- Assorted screwdrivers
- Wire Punch
- Wire Wrap punch
- Hardware
- Breakout Box
- T-BERT
- Line Test handset
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