Week 2

Task 2

Diagnosing Issues and Providing Support

Marking

Indicative Content

Assess the support tickets.

Apply and understating of testing and root cause analysis to identify potential causes and suggest a range of possible solutions.

Assess the simulated issues.

Carry out testing to identify the cause of the issues in the network and/or associated devices.

Perform any remedial actions required, justifying any decision made when fixing the defect.

Test Log

Marking

Indicative Content

Communicating the process E1 E4 M4 M8 D1 D2 D4

Identify potential causes for the issue raised by the support ticket.

Describe potential solutions that could be implemented.

The Simulation

Marking

Indicative Content

The solution M4 M5 M7 D2 D4 D6

Provide annotated evidence of testing, including:

identifying tests to be carried out

describing the purpose of the identified test

identifying test data or tool to be used (e.g. ping, tracer, specific IP addresses)

describing the expected results

describing the actual results of the tests performed

comparing the actual results of testing with the expected results

describing any further actions that are required

refining the network/system as required

performing actions to fix the identified issue to ensure the simulated solutions work as expected.

Last Updated
2026-03-25 21:01:05