Module 1: Foundations of IT Support
Learning Outcomes
Having completed this module, you will be able to:
- Explain the importance of IT support in businesses
- Identify some typical roles and responsibilities associated with
IT support
- List the components and functions of IT infrastructures
- Compare different types of operating systems
- Discuss basic network troubleshooting techniques
Definition and Overview of IT
Support
What
is Information Technology (IT) Support?
IT Support refers to services provided to individuals
or organisations to aid them in using technology effectively, from helping with
technical issues to offering guidance and ensuring the smooth running of
computer systems, software, and networks. IT support professionals such as help
desk technicians or specialists play an essential part in maintaining business
efficiency and productivity.
IT support aims to address user complaints and
technical problems quickly and efficiently, such as troubleshooting hardware
and software issues, installing upgrades or providing system configuration
assistance, configuring systems; offering user training or documentation and
more. Providing this essential support allows users to overcome technical
obstacles more efficiently while meeting their goals more swiftly.
Importance of IT Support in
Businesses
Businesses increasingly rely on digital tools and processes,
leading them to struggle to maintain their IT infrastructure effectively while
effectively addressing technical issues - this is when IT support steps in.
Offering guidance, troubleshooting expertise, problem-solving abilities,
glitch-repair assistance as well as network connectivity security assistance,
they ensure businesses operate efficiently within the digital landscape - here
are several reasons not to underestimate its role:
1. Minimising
Downtime:
IT support services help
businesses reduce downtime caused by technical issues. If systems malfunction
or encounter difficulties, major disruptions could arise and have significant
ramifications on productivity loss as well as financial repercussions - yet IT
support professionals strive to quickly address such problems, thus limiting
downtime while assuring business continuity.
2. Enhancing Efficiency:
Hiring professional IT support
ensures that technology resources are operating at their maximum capability,
helping businesses streamline processes, enhance workflow and boost
productivity. By anticipating technical problems before they occur and offering
assistance when they do arise, IT support allows employees to work more
efficiently while staying focused on core tasks.
3. Protecting
Sensitive Business:
IT support professionals play an
instrumental role in safeguarding sensitive business data from being stolen by
cyber-attacks, through measures like firewalls, antivirus software and data
encryption. In addition, backup and recovery solutions help minimise data loss
risks to ensure business continuity during unexpected circumstances.
4. User
Satisfaction:
IT support plays an integral part
in providing users with positive experiences. When employees encounter
technical obstacles, prompt and effective support helps build employee trust in
an organisation's IT infrastructure - leading to enhanced worker morale as well
as higher productivity rates and superior customer care services.
Different Types of IT Support
Types of Information
Technology (IT) Support
IT support services have become
an indispensable asset of modern businesses, helping ensure smooth technology
system operation while supporting employees efficiently and assisting when
necessary. Businesses rely on digital tools and processes, leading them to
struggle to maintain their IT infrastructure properly while effectively
addressing technical issues; IT support comes into play here with expert
guidance, troubleshooting expertise, problem-solving abilities, glitch repair
assistance as well as network connectivity security ensuring businesses operate
effectively within the digital landscape. Here are several reasons why its role
should not be understated :
Help Desk Support
Help desk technicians offer this form of support by
responding to user inquiries and solving technical issues via various channels
such as phone, email and chat. They also serve as first line assistance while
troubleshooting issues before escalating them as necessary to specialised teams
if required.
On-Site Support
This kind of support involves physically visiting a user's
location to address technical problems that cannot be managed remotely, such as
hardware repairs, software installations, network troubleshooting or system
upgrades.
Remote Support
IT professionals using remote support enable IT specialists
to diagnose and resolve user issues remotely using various remote access tools.
Thus, it saves both time and resources in the process. Technicians are also
capable of diagnosing system maintenance needs remotely as well as giving
guidance.
Application Support
Application support provides
assistance and advice regarding software-related matters for users, such as
installing programs and troubleshooting errors. It may also involve providing
guidance regarding usage or customization needs for existing apps.
IT Support Roles and Responsibilities
IT support professionals play an essential role in ensuring
the proper operation of technology systems within an organisation, regardless
of its size and complexity. Their responsibilities may differ according to each
business; here are some typical roles and responsibilities associated with IT
support:
Roles & Responsibilities of IT Support
1.
Troubleshooting
and Issue Resolution
IT support professionals have the
responsibility of diagnosing and resolving technical issues reported by users,
using their knowledge and expertise to pinpoint their sources and offer
effective solutions.
2.
System
Upgrades and Maintenance.
IT support professionals offer
expert maintenance of computer systems, software applications and networks so
they run efficiently and reliably. They perform regular maintenance tasks,
install updates or patches as necessary and upgrade systems in order to enhance
both performance and security.
3. User
Training and Documentation
IT support professionals offer
training on technology tools and systems for users, creating user manuals or
tutorials to aid self-help and increase proficiency among them.
4. Incident
Management and Escalation
IT support professionals use
their experience and know how to address incidents and service requests
quickly, tracking them to completion within agreed-upon timelines, elevating
complex matters to higher-level support teams when necessary and notifying
users when updates have been provided.
5. Proactive
Monitoring and Prevention
IT support professionals actively
monitor systems and networks proactively in order to detect any potential
disruptions before they become serious issues, taking preventive steps like
backing up systems, applying security patches and optimising performance optimization
in order to minimise technical problems as much as possible.
Overview of IT Infrastructure
IT infrastructure refers to a collection of hardware, software,
networks and services used to meet an organisation's information technology
requirements. It encompasses physical and virtual components essential for its
proper operation and successful goal fulfilment. A well-conceived IT
infrastructure enables businesses to operate more effectively while meeting
goals more easily.
Hardware
When discussing IT systems,
hardware refers to all physical devices used within them such as computers,
servers, routers, switches, storage devices, printers and peripheral devices
that form their core. Hardware components serve as the cornerstones of an IT
infrastructure by providing processing power, capacity storage capacity
connectivity.
Software
Software refers to programs and applications installed on
computer systems to perform specific functions. It includes operating systems,
productivity software, database management systems, customer relationship
management (CRM) software and various specialised apps that help users complete
tasks, process data efficiently and access information efficiently.
Networks
Networks provide communication channels between devices and
systems in an organisation, facilitating data transfers, resource sharing,
collaboration and data access. This includes routers, switches, cables,
wireless access points and protocols which facilitate transmission as well as
provide connectivity among the various devices connected by these pathways.
Servers and Data Centers
Servers are powerful computers designed to store and process
data, host applications, and provide services directly to client devices. Data
centres provide secure environments in which multiple servers, storage systems,
networking equipment as well as maintenance personnel can coexist for managing
and maintaining IT infrastructure components.
Cloud Services and Virtualization
Cloud computing resources such as storage space, processing
power and software applications are provided through an internet service via
cloud services. Cloud infrastructure eliminates the need for on-premise
hardware while offering businesses flexible IT resources scalable enough to
grow with them. Virtualization technology creates virtual servers or storage
units which optimise resource use while improving scalability.
Hardware and Software Components
Hardware and software components form essential parts of an IT
infrastructure, making their understanding vital to successful IT support
professionals. Let's examine each element more closely here:
Hardware Components of IT Support:
Computers:
At the core of IT infrastructures lies computers. From desktops
and laptops, to servers and servers. Computers process data, run software
applications and serve as interfaces that allow users to interact with their
system.
Servers:
Servers are special computers designed to serve applications
over a network and connect other devices or apps with them. Servers come in
various forms - file servers, website servers, database servers or application
servers are among some examples - with more processing power, storage capacity
and reliability than regular computers.
Network Equipment:
Network equipment typically comprises routers, switches, hubs
and network cables. Routers connect different networks together while also
facilitating data transmission; switches enable multiple devices to join one
network at once for efficient exchange; hubs connect several devices at low
speed but provide connectivity; while network cables such as Ethernet provide
wired links between devices.
Peripherals:
Peripherals refers to input/output devices connected with
computers such as keyboards, mice, monitors, printers, scanners and speakers
which allow users to interact and complete various tasks on the system.
Examples may include keyboards, mice, monitors, printers , scanners , speakers
etc.
Hardware Components of IT Support
Storage Devices: Storage
devices serve to both store and retrieve information, with hard disc drives
(HDDs), solid state drives (SSDs), Network Attached Storage devices and hybrid
cloud solutions like Amazon S3 being examples of such media devices; HDDs
typically offer larger storage capacities while SSDs allow faster data access speeds
- the latter two devices also enable multiple users to share stored files
through Ethernet network connections, making networked Attached Storages or
"NASs" units ideal solutions that enable multiple users to share
stored files across networks attached Storages/NASs; all solutions offer large
capacities while SSDs offer significantly faster access speeds; these solutions
all provide large capacities while networked Attached Storages/NASs provide
multiple users access through Ethernet network connections allowing multiple
users sharing stored files located across various networks attached storages or
Network Attached.
NAS units enable multiple users
to access stored files stored across networks; attached storage/NAS units
provide large capacities but with significantly faster access speeds! All are
Network Attached NAS units which allow multiple users access via Ethernet
network connections on separate NAS units on various NAS units allowing
multiple users access over Ethernet network connection.
NAS units offer large capacities
while offering significantly faster data access speed through Ethernet network
connections for sharing files stored across network-attached storage (NAS)
units while all are perfect examples NAS units providing large capacities while
offering significantly faster data speeds NAS units offering similar storage
access via Ethernet network links while all are perfect examples network
attached storage (NAS).
Software Components of IT
Support
Operating Systems (OSs):
Operating systems (OS) provide a
user-friendly experience by overseeing computer resources and offering user
access. Common operating systems include Windows, macOS, Linux and UNIX, which
control hardware access as well as file and folder management while permitting
software applications to run without issue.
Applications or Software Programs:
Applications (sometimes known as
software programs ) perform specific tasks or provide services for users, and
could range from productivity software such as word processors and spreadsheets
through design programs to customer relationship management (CRM) programs,
enterprise resource planning (ERP) systems or industry-specific software
packages.
Utilities:
Utilities are software programs
designed to assist with system maintenance, security and performance
optimization. Such utilities might include antivirus software, disk cleanup
tools, backup solutions or system monitoring utilities.
Middleware:
Middleware acts as an
intermediary between software applications and operating systems, facilitating
communications among programs as they share resources or exchange data with one
another.
Firmware:
Firmware is embedded software
found within physical devices that provides low-level control and instruction
necessary for their proper function, such as BIOS in computers or firmware in
routers or printers.
Hardware and software components work collaboratively to enable
IT systems. Their proper installation, configuration and maintenance are vital
to achieving optimal performance and reliability of this technology.
Network Infrastructure
Network infrastructure plays an integral part in connecting
devices, transferring data transfers, and supporting communication within
organisations. Properly-designed network infrastructure ensures efficient data
sharing, collaboration and resource access - so let's examine its key
components:
Network Devices
Network devices are
hardware components which facilitate communication and data transfers between
computers in a network. Some key network devices include:
● Routers: Routers
are devices used to connect different networks together. They direct network
traffic based on IP addresses, making routing decisions to ensure data reaches
its final destination in an effective and efficient manner.
● Switches: Switches
connect multiple devices within a network and enable communication among them;
using their unique MAC addresses they use data packets directed towards
specific destination devices to direct them towards an accurate destination
device.
● Firewalls: Firewalls
monitor and manage network traffic according to predefined security rules,
protecting networks against unintended access and helping stop potential
attacks from outside sources.
● Wireless
Access Points (WAPs): WAPs facilitate wireless networking within
networks and give users access to devices without using wired connections.
● Ethernet
Cables: Ethernet cables enable reliable and high-speed data
transmission among network devices in a network environment.
Network Protocols
Network
protocols establish rules and standards for communicating across networks.
Common protocols include TCP/IP (Transmission Control Protocol/Internet
Protocol), Ethernet, Wi-Fi (Wireless Fidelity), DNS (Domain Name System). All
of these ensure secure data transmission across devices and networks.
Network Security
Network security measures
provide protection for network infrastructure against unapproved access, data
breaches and other security threats. They involve employing firewalls,
encryption technologies, intrusion detection systems (IDSs), virtual private
networks (VPNs) etc. in order to guarantee data confidentiality integrity
availability.
Network Management
Network management
encompasses monitoring, configuring, and maintaining network infrastructure to
ensure its optimal operation. Tasks associated with it may include performance
optimization, troubleshooting and capacity planning.
Servers and Data Centers
Servers and data centres are essential components of IT
infrastructure, providing storage capacity, processing power and hosting
services required for managing data or applications. Let's find out their roles
and functions:
Servers
Servers are powerful computers designed to offer services or
perform specific functions for other devices or applications. Servers play an
indispensable role in modern computing by providing clients with access to
centralised resources and services. These powerful machines perform various
tasks for businesses and organisations alike. Dedicated physical servers or
virtualized server environments power our digital world and must not be taken
for granted as essential foundations of modern technological infrastructures!
Servers
serve various purposes, including;
File Servers
File servers
store and manage files and folders that enable users to access and share data
in a network environment.
Web Servers
Web servers host
websites and web applications which serve pages directly to user devices on
demand.
Database servers
Database servers
store, retrieve, and manipulate database content while offering users or
applications the ability to store, retrieve, or manipulate it.
Application Servers (APN)
Application
Servers host applications on client devices that offer services or capabilities
they would normally find elsewhere on a network.
Mail Servers
Mail servers
serve to manage email communication by managing accounts, transmitting,
receiving and storing mail messages.
Servers typically possess more processing power, storage
capacity and reliability than regular desktop computers; they're usually kept
within data centres for easy accessibility.
Data Centers
Data centres are dedicated facilities designed to
house servers, storage systems, networking equipment and other vital
infrastructure components in a controlled environment with temperature
regulation, backup power supplies and physical security features such as
cameras. Data centres offer several key advantages that make them worthwhile
investments:
- Data centres allow for centralised
management of IT resources, making it simpler to monitor and control
server operations, storage needs and networking connectivity.
- Data centres are designed to accommodate
growth and scale as necessary, offering flexibility when adding or
subtracting servers or storage systems based on an organisation's changing
requirements. Redundant measures, such as backup power supplies, multiple
network connections and data replication services, help guarantee high
availability with reduced downtime.
- Data centres use physical security
measures like access control systems, surveillance cameras and fire
suppression systems to safeguard their servers and data against unapproved
access and potential hazards.
- Data centres offer efficient data backup
and disaster recovery processes. Their backup systems, offsite storage
space and recovery strategies ensure business continuity even in cases of
system malfunction or natural disasters.
- Data centres offer high-speed and
dependable connectivity services to facilitate smooth communications among
servers, networks, client devices and client devices.
Data centres may be owned and run
by organisations themselves or outsourced to third-party service providers
offering colocation or cloud infrastructure solutions.
Overview of Operating Systems
An operating system (OS) is a computer software program that
organises computer hardware and software resources and offers services for
programs and users, acting as an intermediary between users accessing resources
efficiently and safely through programs like this one. Here we discuss its key
functions and components:
Resource Allocation
Operating systems control computer resources such as CPU
(Central Processing Unit), memory, storage devices and input/output devices to
allocate them fairly and efficiently across processes or programs.
Process Management
Operating systems oversee the execution of programs or processes
by managing scheduling, synchronisation, and communication among them - this
allows multiple processes to run concurrently on one computer system without
interruptions from other processes or users.
Memory Management
Operating systems allocate and oversee computer memory resources
efficiently and protect them to ensure effective utilisation and prevent
unauthorised access to memory resources. They handle allocation, deallocation
and protection to maximise usage while protecting from unwarranted tampering
with memory resources.
File System Services
Operating systems offer file system services that enable both
users and programs to store, retrieve, organise, and back up their data onto
various storage devices. They handle file access permissions, organisational
structure and backup capabilities so as to maintain data integrity and ensure
its protection.
Device Administration
Operating systems manage input/output devices such as keyboards,
mice, printers and network interfaces with device drivers that facilitate
communication between these devices and software programs.
User Interface
Operating systems provide users with an interface for connecting
with computer systems. This may consist of command lines (CLI), graphic user
interfaces (GUI) or both and include tools and applications for managing users,
file administration and configuring systems.
Security
Operating systems provide various protection measures designed
to keep computers free from unapproved access, malware and viruses as well as
possible threats, including authentication mechanisms for users as well as
access control policies and firewall security measures.
Common operating systems include Windows, macOS and Linux, each
offering unique features, user interface and compatibility with software
applications.
Understanding Windows Operating
System
Microsoft Windows stands as an icon of innovation and
adaptability in operating systems, from its debut with Windows 10 all the way
up to recent iterations like Windows 11--adjusting itself continuously to meet
users' ever-evolving needs through features such as its Start Menu, Taskbar and
expansive library of applications/utilities available through its Store service.
Windows provides seamless integration among devices, cloud
services and productivity tools, empowering users to complete their tasks more
efficiently while unlocking creativity. Microsoft Windows is one of the world's
most widely-used operating systems; providing user-friendly support and
providing access to an array of software apps - so come explore its strength
and versatility alongside us and uncover its amazing capacities together!
Understanding Windows Operating System
1. Interface:
Windows' user-friendly graphical user interface (GUI) lets users
interact with the system using icons, windows, menus and pointers to interact
with it. Its Start Menu provides quick access to programs, files and settings.
2. File Management:
Windows includes an intuitive
File Explorer to help users browse and organise files efficiently, offering
features such as copy/move/delete and search to keep files accessible and
manageable.
3. Compatibility:
Windows offers an expansive
ecosystem of software apps and is compatible with an array of commercial and
open-source solutions, making it the go-to choice for both personal and
professional purposes alike.
4. Device Support:
Windows can accommodate various
physical devices, including printers, scanners, cameras and input/output
devices. Device drivers provide communication between these physical objects
and applications running on them.
5. Security:
Microsoft's Windows platform comes equipped with various
security features like the Windows Defender antivirus program, firewall
protection and user account control; providing regular updates against threats
and vulnerabilities.
6. Network Connectivity:
Windows offers network connectivity
capabilities that enable users to join either wired or wireless networks,
including features like discovery, sharing and remote desktop access.
7. System Configuration and Administration:
Windows provides tools and utilities
that make system configuration and administration simpler for users, with
options such as customising displays, sounds, power options and user accounts.
Understanding MacOS
As Apple's beloved Mac computers run macOS operating systems,
macOS represents an elegant balance of aesthetics and performance. From its
stylish appearance to its user-friendly interface, every aspect is carefully
designed to deliver users an enjoyable computing experience.
Through robust security measures and seamless integration
between Apple devices with features such as Handoff and Continuity, macOS forms
an ecosystem which improves both productivity and connectivity - perfect for
unleashing creative expression! Let's embark on a fascinating exploration as we
delve into the intricate components and remarkable features of MacOS.
1. User Interface
MacOS provides an appealing and
user-friendly user experience, from its Dock offering quick access to
frequently used applications to its Finder allowing for user navigation of
files and folders.
2. Integration within Apple Ecosystem
MacOS is tightly integrated with
other Apple devices and services, enabling seamless synchronisation of data,
applications, settings across Mac, iPhone, iPad and iCloud devices.
3. Security
MacOS provides comprehensive security features designed to
defend against malware, viruses and other threats, such as Gatekeeper,
which verifies downloaded applications as legitimate, as well as
FileVault, which encrypts hard drive content for added protection.
4. Built-In Applications
MacOS has an array of
preinstalled apps such as Safari web browser, Mail, Calendar and Photos apps as
well as productivity software like Pages, Numbers and Keynote, which offer
seamless integration and compatibility across Apple devices.
5. Multitasking and
Productivity
MacOS provides features designed to assist multitasking and
productivity, including Mission Control for viewing open applications or spaces
and Mission Continuity to enable you to work seamlessly across apps or devices.
6. Accessibility
MacOS offers many accessibility
features designed to accommodate those with special needs, including VoiceOver
(screen reader), Zoom magnification and Dictation speech-to-text transcription.
7. Foundation of MacOS
MacOS' Unix-based foundation
offers a secure and stable platform, supporting an abundance of developer tools
and frameworks, making it a popular choice for software development projects.
Introduction to Linux Operating
System
Linux offers users a versatile operating environment. No matter
your background in computing, programming or simply curious to experience
something different - Linux stands as an innovative beacon that's always
adapting and flexible in today's digital landscape.
Linux has quickly gained widespread acclaim among individuals
and enterprises alike for its combination of stability, security, and
versatility. Its modular nature enables users to tailor their experience by
choosing from among dozens of distributions; each providing their own set of
tools. You'll discover an expansive ecosystem of open-source software which
empowers creativity while pushing limits of what is possible. Let's explore
some key characteristics and features of Linux:
1. Open Source
Linux is open-source software,
meaning its source code can be freely viewed, modified and distributed to
facilitate community collaboration and development efforts. This enables users
to view, modify and alter its code without restriction thereby encouraging a
grassroots approach towards innovation and creation.
2. Stability and Reliability
Linux has earned a stellar
reputation for its stability and dependability, making it widely utilised on
servers and critical systems that rely heavily on uptime and performance for
success. Furthermore, many distributions receive regular security patches to
maintain system health and integrity.
3. Security
Linux places great emphasis on
security, offering built-in features for access control, permissions management
and encryption. Due to being open-source software, vulnerabilities in Linux can
often be quickly identified and addressed quickly by its community of users.
4. Customizability
Linux distributions offer
unparalleled customization. Users have their choice between several desktop
environments, such as GNOME, KDE or XFCE to personalise the user interface;
additionally, there are various package managers to simplify installation and
management of software packages.
5. Versatility
Linux offers both command-line
interface (CLI) and graphical user interfaces (GUI), giving users access to
interact with the system using commands - making the CLI especially suitable
for automating administrative and automation tasks.
6. Software and Package Management
Linux distributions offer
extensive software repositories where users can locate an assortment of apps.
Package managers such as APT (for Debian-based distributions) or Yum (used on
Red Hat-based systems) enable users to quickly install, uninstall or upgrade
packages more efficiently than ever.
7. Scalability and Portability
Linux's versatility stretches
across many kinds of hardware architecture ranging from embedded systems and
servers, smartphones (Android), routers and Internet of Things devices (IoT).
As a result, it has found use across numerous devices, such as smartphones
(Android), routers and IoT devices.
Comparing Different Operating
Systems
Understanding operating systems is of vital importance; from
Windows' user-friendly interface and stability of macOS to Linux' flexibility
and user-friendliness - each has unique qualities to consider, and by the end
of this course, you will gain valuable insights into them, giving you the power
to make informed choices based on your unique requirements and preferences.
Windows, MacOS and Linux are three popular operating systems used in different
environments. Let’s present a comparison between them:
Windows
Widely utilised
across personal computers, Microsoft's Windows operating system is known for
its user-friendly interface and wide array of software compatibility.
Furthermore, its hardware support provides extensive assistance. Furthermore,
an expansive ecosystem of commercial software exists around Windows.
MacOS
Apple's
exclusive operating system designed specifically for their Macintosh computers,
has become well-known for its beautiful appearance and seamless integration
with other gadgets, in addition to emphasising security and privacy features
aimed at creating an unparalleled user experience across their product lineup.
Linux
Linux stands out
among embedded systems, servers and scientific computing environments as an
open-source operating system that offers maximum flexibility and stability.
Linux stands out due to its ease of customization as well as stability and
security properties; hence its wide use across embedded systems, servers and
scientific computing environments. Furthermore, there are various Linux
distributions each offering specific sets of features as well as software
repositories with support communities providing server administrators an array
of choices when selecting their Linux distribution for servers or embedded
systems or scientific computing software environments.
Each operating system boasts
distinct advantages that suit individual user preferences and needs, so
selecting an OS often depends on factors like compatibility with software
applications, hardware support needs, user interface preferences or specific
use cases.
Network Concepts and Terminology
Networking refers to the practice of interconnecting computers
and devices for data communication and resource sharing, and understanding key
network concepts is crucial for IT support professionals. Let's delve into
these fundamental terms:
Network
The term 'network' refers to any collection of devices connected
together via wiring such as servers, computers, printers and switches which
allow communication among themselves as well as sharing of resources among
themselves.
Nodes
Connected devices that facilitate data exchange among various
devices like routers, computers, servers and switches are referred to as nodes
in networks. Other nodes may include computers, routers, servers and switches
which are capable of transmitting or receiving information as nodes as well.
LAN and WAN
Local Area Networks (LAN) refers to any network which covers one
space without connecting it, like an office, home or building; Wide Area
Networks (WANs), on the other hand, cover larger geographic regions by
connecting multiple LANs together through private or dedicated connections.
Network Topology
Network or Topology refers to the physical or logical structure
of networks such as busses, stars, meshes or hybrid topologies, with each
offering different costs, scaling capabilities and failure tolerance profiles.
Bandwidth
Bandwidth is defined as the largest capacity for data
transmission within any period in any network, generally measured as
bits/second but can also take the form of Kbps megabits/second and gigabits
(Gbps).
Protocols
Protocols provide guidelines and standards that facilitate
communication among devices within networks, including TCP/IP HTTP FTP DNS,
since these ensure consistent data transference between platforms or networks.
IP (Internet Protocol)
IP addresses are numerical identifiers assigned to all devices
on a network for communicating using the IP Protocol, typically consisting of
32 bits for IPv4 devices or 128-bit addresses presented as decimals with dots as
their decimal format.
IP Addressing and Subnetting
IP addressing and subnetting are core concepts in
networking. Let's delve further into them here:
· IP
(Internet Protocol) addresses are
unique identifiers assigned to every device connected to a network and consist
of two parts, network portion and host portion. IPv4 addresses utilise 32 bits
written out using the dotted-decimal system, while IPv6 contains 128 bits using
Hexadecimal notation instead (for instance, 192.168.0.1 expressed as Hexadecimal
notation instead).
· IPv4 addresses can be divided
into five classes from A through E. Of these categories, A through C serve for
general network addressing purposes, while only multicast addresses should use
class D addresses; class E addresses should only ever be utilised
experimentally.
· Subnetting refers to the practice of partitioning networks
into smaller subnetworks called subnets to better utilise IP addresses and
manage network administration. Subnetting works by borrowing bits from host
addresses in an IP address in order to form subnets.
·
Subnet masks are 32-bit values
designed to distinguish network and host portions of an IP address by applying
one followed by zero bits systematically across it - each bit representing
different sections that make up its whole.
Private IP Addresses
Private
IP addresses are reserved exclusively for use within private networks and
cannot be routed over public internet connections. Three major ranges have been
allocated:
·
Class A - 10.0.0.0 to 10.255.255.255
·
Class B - 172.16.0.0 to 172.31.255.255
·
Class C
- 192.168.0.0 to 192.168.255.255
Networking Protocols
Networking
Protocols serve as the rules and conventions governing how data transmits
across networks. By understanding and mastering Networking Protocols, you gain
the power to establish secure connections that maximise efficiency while
troubleshooting network issues efficiently - from TCP/IP and Ethernet protocols
through DNS, DHCP, and SNMP protocols; this course will give a thorough
introduction to their principles, functions and implementation across an array
of networks. Networking protocols are rules and standards used to communicate
between devices on a network. Let's explore some key networking protocols:
TCP/IP (Transmission Control Protocol/Internet Protocol):
TCP/IP is one of
the foundational protocols on the internet, providing reliable
connection-oriented transmission without errors and disruption. TCP guarantees
error-free delivery while IP handles packet addressing and routing.
HTTP (Hypertext Transfer Protocol):
An internet-wide
protocol designed for transmitting hypertext-like web pages over networks. It
enables interaction between browsers and servers and users so they can interact
directly with websites through these browsers and servers.
FTP (File Transfer Protocol):
FTP is an
internet protocol for file transfer across devices connected to a network using
standard commands for uploading, downloading, and managing remote servers.
DNS (Domain Name System):
DNS is a protocol
designed to map human-friendly domain names like www.example.com directly into
IP addresses that websites require, making website navigation simpler by
eliminating individual IP address memory challenges and remembering processes
for each individual website.
DHCP (Dynamic Host Configuration Protocol):
DHCP is a network protocol designed for automatically assigning
IP addresses and configuring parameters between devices on a network. By making
IP management simpler by automating configuration steps, DHCP makes network administration
simpler for administrators.
SNMP (Simple Network Management Protocol):
SNMP is an open network monitoring and administration protocol
used for network administration, providing administrators with tools for
controlling devices, tracking performance data and receiving alerts about
network events.
Network Troubleshooting Techniques
Network troubleshooting refers to identifying and fixing network
problems to ensure optimal performance and connectivity. Below are a few
troubleshooting techniques commonly employed when troubleshooting is necessary:
Technique 1 - Conduct
an initial physical connection check
Before
making any other steps, inspect all physical connections, such as cables and
connectors as well as network devices (routers/switches etc). Make sure they
are firmly seated without damage and securely connected.
Technique 2 - Check
Power and Indicators:
Verify
whether all network devices have access to electricity and monitor status
indicators to make sure everything is functioning as intended and there are no
hardware problems with any devices on your network.
Technique 3 - Restart
Devices:
Sometimes
rebooting devices - such as routers, switches or modems - is all it takes to
fix network connectivity problems temporarily. Power cycling the affected
equipment could provide relief.
Technique 4 - Ping
and traceroute:
Use
the PING command to quickly test connectivity between devices, identify any
latency or packet loss, as well as pinpoint possible network bottlenecks.
Incorporate traceroute for further insight.
Technique 5 - Check
IP Configurations:
Prior
to initiating any network-connected device, verify its IP configuration
settings on all participating devices by double-checking that each has the
required IP address, subnet mask, default gateway address and DNS server
settings.
Technique 6 -
Firewall and security settings:
To
assess whether any firewalls or security software may be contributing to
connectivity problems, temporarily disabling them and seeing if that resolves
them before making adjustments accordingly. If so, adjust them as appropriate
before trying again with them enabled again.
Technique 7 - Update
firmware and drivers:
Outdated
firmware or drivers could lead to network issues, so check manufacturer
websites regularly for updates and upgrades as necessary.
Technique 8 - Use
network diagnostic tools:
Tools
like Wireshark or Netcat provide useful diagnostic insights into network
communications by helping analyse network traffic and detect anomalies or
errors that arise on it. They give an in-depth view into network
activities.
Technique 9 - Examine
event logs:
Monitor
network devices or computers' event logs for any error messages or warnings
that might provide clues as to the root of their network problem. They could
offer invaluable insight.
Utilising these troubleshooting techniques, IT support
professionals are able to efficiently diagnose and address network issues for
optimal network performance and connectivity.
Lesson Summary
The
key points from this module are:
IT Support refers to services provided to individuals or organisations to
aid them in using technology effectively, from helping with technical issues to
offering guidance and ensuring the smooth running of computer systems,
software, and networks.
Below are some types of IT Support:
- Help Desk Support: They offer this form of support by responding to user
inquiries and solving technical issues via various channels such as phone,
email and chat.
- On-Site Support: This kind of support involves physically visiting a user's
location to address technical problems that cannot be managed remotely
- Remote Support: This enables IT specialists to diagnose and resolve
user issues remotely using various remote access tools.
- Application Support: They provide assistance and advice regarding
software-related matters for users, such as installing programs and
troubleshooting errors.
IT infrastructure is a collection of hardware, software, networks and
services used to meet an organisation's information technology requirements. It
encompasses physical and virtual components essential for proper operation and
successful goal fulfilment.
Lesson Summary
Below are some primary components of IT Infrastructure
- Hardware: This refers to all physical devices used within them, such
as computers, servers, routers, switches, storage devices, printers and
peripheral devices that form their core.
- Software: This refers to programs and applications installed on computer
systems to perform specific functions. It includes operating systems,
productivity software, Middleware, utilities, etc.
- Networks: This provides communication channels between devices and
systems in an organisation, facilitating data transfers, resource sharing,
collaboration and data access. This includes routers, switches, cables,
wireless access points and protocols.
- Cloud Services and Virtualization: Cloud computing resources such as storage space,
processing power and software applications are provided through an
internet service via cloud services.
An operating system (OS) is a computer software program that organises computer
hardware and software resources and offers services for programs and users.
Microsoft Windows is one of the world's most widely-used operating systems,
providing user-friendly support and providing access to an array of software
apps.
Mac computers run macOS
operating systems, and macOS represents an elegant balance of aesthetics
and performance. Every aspect is carefully designed to deliver users an
enjoyable computing experience, from its stylish appearance to its
user-friendly interface.
Lesson Summary
Linux operating system is open-source software, meaning its source code
can be freely viewed, modified and distributed to facilitate community
collaboration and development efforts.
Networking refers
to the practice of interconnecting computers and devices for data communication
and resource sharing, and understanding key network concepts is crucial for IT
support professionals.
- Network: This refers to any collection of devices connected via wiring,
such as servers, computers, printers and switches which allow
communication among themselves and sharing resources.
- Nodes: This refers to connected devices that facilitate data exchange
among various devices like routers, computers, servers and switches.
- Bandwidth: This is defined as the largest capacity for data transmission
within any period in any network.
- Protocols: This provides guidelines and standards that facilitate
communication among devices within networks, including TCP/IP HTTP FTP
DNS, since these ensure consistent data transference between platforms or
networks.
- IP (Internet Protocol) addresses: These are unique identifiers assigned to every device
connected to a network and consist of two parts, network portion and host
portion.
Subnetting refers to the practice of partitioning networks into
smaller subnetworks called subnets to utilise IP addresses better and manage
network administration.
Networking Protocols are the rules and conventions governing how data transmits
across networks.
