Help Desk Technician Job Roles & Responsibilities

Help Desk Operations - Technical support technicians require little formal training. Explore the options for graduation, roles, and certification to see if this is the right career for you.To be successful as a technical support technician, you must be familiar with computer systems and have excellent customer service skills. This knowledge, especially technological aspects, can be obtained through a diploma, certificate, or study program at a technical school or university. Employment growth is expected to be faster than average over the next decade, and obtaining a higher degree in computer science can improve career prospects. 

Basic Information

Technical support technicians are trained to resolve IT problems through email and telephone instructions to customers. They may have specialized training or have an associate or bachelor's degree in a specialty related to IT. In addition to a thorough understanding of computer systems, technical support technicians must have satisfactory customer service skills.

Help Desk Technician Career Options –

Outsourced Noc And Help Desk Services Technical support technicians provide help with the technical problems computer users encounter. Technicians are familiar with customer service techniques and technical expertise and should be prepared to deal with a variety of technical issues and customer complaints. Service technicians generally work by phone or email to solve customer hardware and software problems. They are trained to diagnose the technical issues and explain to customers how to solve the problem. This process requires specialized knowledge, problem-solving skills and patience to work with potentially annoying or angry customers. Qualified support technicians can find jobs such as:

• Call Center Representatives
• Personal assistance to the end-user.
• Hardware or software support technicians
• Application Specialists 

Job Description –

The entire technical support team needs excellent problem solving, communication and interpersonal skills, as well as patience, a friendly attitude towards the client and the ability to work in a group.

Also, technicians must have a solid technical knowledge of the technology, including the various hardware, software, and supported network systems.

The employer's requirements depend on the level of the technical support position.

Level 1, an entry-level position, generally requires less than two years of professional experience and may require an associate's degree or successful completion of courses at a technical school.

Level 2 work generally requires two to four years of work experience and may require a bachelor's degree or two years and equivalent additional work experience in a support service environment.

Level 3 positions typically require four or more years of technical support experience, may require a bachelor's degree in computer science or a related field, and professional certifications, such as the HDI customer service representative or center analyst Support or designation Microsoft Certified Systems Engineer (MCSE).

Training requirements for technical support technicians

Noc Outsourcing Technical support technician training is offered through programs in technical schools, community colleges and universities. An application can be a diploma, certificate or one-year professional credit for continuing education, which can be obtained in six weeks or two semesters. Many educational programs offer support placements that allow students to practice their new skills in a work environment. Courses that prepare students to deal with the variety of problems encountered in technical support can include:

• Software and hardware configuration
• Information system
• Installing updates
• Network fundamentals
• Troubleshooting and repair
• Customer service
• Communication
• spyware
• certification

Some technical schools and colleges design their study programs to prepare students to pass the CompTIA A + computer troubleshooting certification. CompTIA credentials meet industry standards and are required by many companies, including Microsoft, Cisco, and Hewlett-Packard. Certification is obtained after technicians have passed two exams and completed 500 hours of technical experience in the field.

Best 6 Wireless Analyzer Tools in 2020

Much has changed with wireless networks in the past decade. Smart devices with built-in wireless networking capabilities are everywhere. This makes the quality and availability of Wi-Fi an essential feature at home and at work. But problem-solving is an area that is often overlooked.

It's helpful to know how to check for interference between channels or the appearance of your Wi-Fi coverage. We've put together some of the best Wireless Survey Tools analysis tools for 2019 that let you do all of that and more. Some of these tools are free, while others require a license or subscription. Let's see.

Wireshark: Packet Analysis

Wireshark is an amazing packet detection tool for general network analysis and troubleshooting. It's great when you also need to explore wireless network problems. Wireshark allows you to search all traffic on your wireless network and explore packages and headers to see what is happening. Wireshark is mainly used by professionals who know what they are looking for.

Therefore, using Wireshark requires some knowledge and networking skills, because there are many deep-level concepts that must be known to make the most of it. Select your Wifi Survey Tool interface and start listening to traffic. You can generate a capture file, which can be saved for further investigation. You can also view the captured data in real time. However, the analysis is usually performed when the capture process is completed. You can find all user documentation on your website.

 

Kismet: Package Analysis

Kismet, an open source project which is also a package tracking tool, has added functionality aimed directly at solving Wi-Fi problems. It is an ideal tool to use if you are looking for hidden networks in your organization. If you cannot find the physical device, identify it using Kismet and block it in your Network Site Survey infrastructure. It is a tool for multiple operating systems that can run Linux and Windows, but it lacks some of the graphics features that many users generally prefer.

Kismet makes heavy use of RFMON, so Linux is preferred because it is lightweight and works very quickly. Kismet also works in passive mode, which means it does not leave its own digital tracks when intercepting packets. Kismet is unique in that it can be run as a standalone application and as a multi-client tool. All installations send their captured data packets to the main server installation for further analysis.

Ekahau HeatMapper

Sometimes, it may be necessary to view the status of Wi-Fi coverage in your current commercial settings. Applications like Ekahau HeatMapper allow you to generate accurate maps with many signal details. It also allows you to generate heat maps that show how your Wi-Fi enters your building and property. Upload it to a laptop and you can start walking with the application running with Wireless Site Survey Tools.

This means that you should have a general idea of ​​where you want to walk if you plan to mark the facilities around your building, parking lot or where you need Wi-Fi. The images you generate can be placed on the site plan or on the main map of the area, showing the tick sign. It is a powerful representation, especially if you need to show your bosses why there is no Wi-Fi in the meeting room.

 

Wi-Fi Thermal Maps: Network Design

Acrylic works by defining locations such as buildings and floors, in the same way as they would be represented on a map or plan. Allows you to mark the location of Wi-Fi devices, such as access points. If your GPS coverage is poor inside the building, you can add objects manually and place the access points as they are currently.

There are also many business reporting tools that make it ideal for designing and planning future Wireless Network Site Survey. The tool also provides the ability to see what hardware is currently running in your environment and can help you find problems with your current Wi-Fi settings.

Wi-Fi Scan Tool: Troubleshooting

This tool shows you how many other Wi-Fi networks are nearby. Channel overlay can cause performance and reduce connectivity problems. It helps you find the quietest channels. You can then move your network through that channel, which offers a much better Wi-Fi experience due to the lack of interference in a less populated area of ​​the Wi-Fi spectrum.

 

Channelizer Essential: All

It is one of the most expensive applications. There are many things that this app can do for its network analysis capabilities, especially in a complex environment. It comes with its own antenna which connects to your laptop and provides a much more detailed view of the surrounding Wi-Fi networks and channels. The device is called Wi-Spy DBx, which is essentially a dual-band spectrum analyzer that operates at 5 GHz and 2.4 GHz.

The antenna is directional, which means that it can search for particularly problematic signals, even if they come from a source other than Wi-Fi. Some electronic and electrical equipment can emit false signals that interfere with frequencies Wi-Fi. Professional product, it also has valuable reporting tools. This makes it easier for customers to see what's going on on the network and why there are bad areas in the building where Wi-Fi isn't working properly.
 

 

 

 

 

 

Most Common Types of Service Level Agreement (SLA)

Define SLA If you enrolled in ITIL training, you do not need to ask what a Service Level Agreement (SLA) is. However, if you have not yet completed an ITIL online course, we will help you. A service level agreement (SLA) is a contract between an IT service provider and a customer.

Service Level Agreement Example, you are a customer of a bank, and the bank provides services. A service level agreement between you and the bank describes the services provided and the service levels at which they will be provided. For example, the bank will allow you to withdraw money from an ATM and the transaction will not take more than 10 seconds. This is an example of a service level agreement and is part of the service level management.

What is an SLA - There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing service levels through the SLA, the most appropriate SLA structure must be designed. Depending on the services that will be provided to a client or a company, an SLA structure adapted to this objective is designed. Service Agreement Sample is typically signed during the ITIL service design phase of the ITIL life cycle.

Service Level SLA –

The first type of service level agreement structure is the service-based SLA. A service-based SLA covers service for all customers. Keep in mind that the IT service provider offers a customer request service to many customers. In a service level agreement based on the service, the service level of the customer request service will be the same for all customers using that service. For example, if the finance department and the human resources department are two clients that will use this service, the same SLA Template will be valid between the IT service provider and these two departments because it is a service-based SLA.

For example, if the finance department and the human resources department are two clients that will use this service, the same SLA will be valid between the IT service provider and these two departments because it is a service-based SLA.

Customer-based SLA –

The second type of service level agreement structure is client-based SLA. A client-based SLA Agreement is a contract with a client, which covers all of the services used by that client. Consider the relationship between you and your telecom operator. It uses voice, SMS, data services, and various other services of the telecommunications operator. For all these services, you have only one contract between you and the telecommunications operator. Likewise, if the IT service provider provides multiple services to the business and customers, and if all levels of service are documented in a service level agreement for the services provided, this will be a client-based SLA.

Multilevel SLA –

The third and last type of service level agreement is the multilevel SLA. In the multilevel SLA, aspects of the SLA are defined according to the client's organization, using a type of inheritance with global definitions relevant to all secondary levels. This SLA focuses on customer organization. All services and their relationships with ancillary services are used when defining the structure of the multilevel service level agreement.

Maintaining service level contracts is part of Service Level Management. Whenever a service change or the service level objective of a service change, the service level agreement should be reviewed and reviewed. The new service level agreement should reflect changes in service objectives or service levels. Therefore, managing service level agreements are an integral part of the continuous improvement of ITIL services.

Why It Is Important To Have An SLA –

Without a service level agreement, it is difficult to know what will happen if one of the parties does not fulfill its share of the contract. For example, consider that the goal of a telecommunications provider's service level is to answer all technical support calls in 5 seconds and the calls are responded to in just 5 minutes. They can easily say that they never promised to answer calls in 5 seconds if there is no service level agreement. Having an SLA allows transparency about what the service level objectives are and what happens if the fundamental goals are not met. With a service level agreement, both parties are protected.

The main components of an SLA –

A service level agreement indicates what both parties wish to achieve with their contract, as well as a general description of each party's responsibilities, including expected results and performance measures. A service level agreement generally has a period of the duration specified in the contract. All the services included in the contract are described and may also contain details of the procedures for monitoring the performance of the services, as well as the methods for solving problems.

How to set metrics in an SLA –

Service Level Agreements include measures by which the provider measures the performance of your services. It can be challenging to choose the right steps for both parties correctly. The measurements must be under the control of the supplier. If the provider cannot verify that the metric is working to the specifications, it is unfair to hold it accountable for the parameter.

It is also useful to efficiently and accurately collect measurement data. If data can be captured automatically, this is ideal. It is better to have fewer measures with precision than many measures that no one would have time to analyze.

Finally, it is essential to specify a reference for the measures in the service level agreement. This baseline should be acceptable, but it can be adjusted during the SLA review as more data is collected on this measure.

 

 

 

What is Firewall Monitoring Why Do I Need It –

Hackers and criminals work hard every day to access your network and your database. The best way to protect yourself from these violent attacks is to have a secure firewall that is adequately monitored.

Where Do Organizations Typically Place Firewalls

In other words, a firewall is a piece of hardware or software that sits between a computer and the Internet. It allows restricted data to pass through the firewall, depending on how it is configured. Ideally, it blocks all Internet activities, unless specifically requested. This can be problematic when certain websites or trusted computers try to access your computer.

For example, if you are at home at night and need to access individual files on your work computer, the Firewall Operations will prevent you from accessing these files, unless it has been programmed or has an established rule to allow your home computer to enter your computer. Work computer data Another day, you may be in a hotel for work and need access to the office computer. Again, another rule can be established to allow your laptop or any computer to enter the desktop.

Besides, firewalls may have filters for incoming and outgoing information. Filtering is when a Managed Firewall examines the information that passes through it and determines if that information can be sent and received or if it should be excluded based on the rules or filters that have been created. Incoming filtering is expected to prevent most or all malicious information from accessing your computer. However, if there is a violation and your computer tries to send personal data or information to a remote location somewhere on the Internet, the outgoing filter should prevent this from happening.

These filters can work very well. However, hackers can also see all these openings in the firewall and get to work. Hackers will find it even more comfortable when you set the rules and completely forget your firewall. That is why it is essential to monitor your firewall constantly.

Firewall Devices monitoring analyzes all rules, filters, exceptions and more programmed in the firewall and ensures that all are accurate and up to date. Statistically speaking, most hackers start knocking on the door, so to speak, investigating their firewall a bit. A look at the firewall logs will find this verification and canAlso to strengthen or block this area. Some hacks also leave traces when they are in your system. By viewing the firewall logs, you can find the files that were placed on your computer and when and how they got there. Finally, if they hack you, Monitoring Firewall logs can be delivered to the police to help locate and prosecute hackers.

If you're a little intimidated by this or don't think you have the resources to configure and monitor a firewall, you are certainly not alone. Most company's data do not have the resources to devote themselves to full-time firewall monitoring. In this case, it is better to leave it in the hands of professionals. Managed Firewall Service Pricing configure firewall security and monitor the system, check for attacks, and keep the system up to date in a world of increasingly sophisticated hackers. These professionals will give you the peace of mind you need to run your business, keeping the bad guys at bay

.

Key Benefits of Managed Firewall Services

Managed Firewall Service

The team of expert analysts at Atlantic.Net offers a 24/7 firewall management service to protect your network from threats. The service includes record monitoring, regular device integrity checks, control of the entry and exit points of your system, and strong security response. To protect your data and improve the accuracy of our results, our security experts correlate security incidents in your network with information about global threats. This integrated approach allows us to detect and counter real threats quickly. This sophisticated automation eliminates a significant part of the overall costs of managing and monitoring firewalls, allowing you to redirect your valuable resources to other locations. Depending on the needs of your organization, our Managed Firewall Service allows the simple implementation of firewalls such as a single device or multiple devices grouped for redundancy. Our product offering is designed to work in the public cloud, private cloud, dedicated servers or location.

Business Challenges

How can I take full advantage of the Managed Firewall security systems in which I have invested?

Do I have the experience of my team to monitor and manage the Firewalls Service actively implemented to protect my network and my IT assets?

What are the best practices for managing policies and monitoring firewalls?

How can I reduce operating expenses to maintain my security infrastructure and ensure optimal management?

Firewalls play a crucial role in preventing malicious traffic that enters reliable areas of your network. A detailed information security strategy requires that you implement different types of firewalls in various segments of your system. However, managing, monitoring and applying best practices consistently in such a large and diverse set of Firewalls as a Service can be a tedious process that consumes many resources. As a result, many leading companies increasingly outsource Firewall Monitoring Services and Firewall Management Services. This helps them reduce the workload of their internal staff, get the best service from the experts in their class and reduce operating expenses over time.

You Expect from a Managed Firewall Solution

Implementing terminal and traditional firewall security are the right steps on the road to a secure network. But you can improve your network security and eliminate protection flaws by adopting a new generation Corserva Firewall Solutions (NGFW).

An essential differentiator of an NGFW solution is the advanced analysis engines that analyze communication flows when they pass through the firewall. The best solutions will offer excellent security and perimeter control at performance speeds that will keep pace with commercial and network traffic, at the periphery and the core.

Key Benefits –

• Minimize the risk of businesses affecting security breaches
• Increase coverage levels with 24/7 administration and monitoring 365 days a year by experienced security engineers
• Take advantage of the event correlation capabilities of the ArcSight SIEM tool by identifying genuine security threats and reducing false positives
• Reduce overhead security administration costs and employ expensive internal staff for other essential business functions.
• Get early warning security information from MedWatch - Secure Service Portal to proactively protect business operations from unnecessary downtime and data loss.
• Meets all compliance requirements, including storage of records

Key Features –

• Planning, design, and custom configuration of firewalls by contract.
• Site-to-site or remote VPN support using IPSec
• Custom and separate SLA terms to manage unique requirements
• Ideal support for high availability configuration.
• Manage routine changes and emergency policies within an established time frame
• Monthly vulnerability analysis and correction of the firewall operating system
• Monitoring 24 hours a day, seven days a week, of firewall security event data using ArcSight SIEM
• Provide extensive log archiving capabilities for regulatory compliance
• Access real-time alerts and routine reports through MedWatch - Secure Service Portal

Reasons to Use IT Security Services

There is no doubt that IT Security Services is essential regardless of the size of the business or industry. According to the Verizon Data Breach Investigation Report 2019, "... we do not see any business flying entirely under the radar events. The question is whether to implement good software. Many companies are developing a job without considering quality security monitoring as an alternative to implementing SIEM.

There are undoubtedly good reasons to run an internal program. Your organization may have working staff members and resources to implement a 24x7 version or special procedures, such as the security version required by a government agency. However, most organizations do not meet these criteria and can benefit from a security monitoring solution.

Here are ten reasons to consider a home security monitoring service instead of implementing internal SIEMs:

Take Advantage Of A Trained & Experienced Security Team

Why try to build a Managed It Security team from scratch when you can use an existing security operations center? There is currently a serious shortage of qualified information security professionals. Building an internal team of security professionals will take a lot of time and effort, and you may not have the skills yet. The talent for security on demand is a critical point in favor of managed services.

Minimize Your Labor Costs

The lack of trained security professionals also generates high costs. With a managed service, you can often benefit from 24-hour security monitoring for less than the cost of hiring an internal shift.

Reduce your Fixed Costs and Increase the flexibility of your budget.

Instead of a high initial fixed cost for SIEM software, staffing and professional integration services, managed services are a variable cost spread throughout the subscription. This model can provide more flexibility in budgeting IT expenses.

Improve Security By Leveraging Shared Knowledge And Threat Intelligence

Managed Network Security Service providers obtain information from a wide range of customers and industries. This perspective allows the provider to receive a broad base of security knowledge, which enables it to respond to security threats in all its customers.

Increase Efficiency Through a Proven Set of Processes

In addition to the Security Managed Services intelligence obtained by working with multiple clients, security monitoring service providers also have operational and deployment experience in a wide range of organizations. This experience can lead to well thought out processes to optimize the security monitoring service.

Get a Faster Return on Investment.

The combination of trained professionals and established processes can lead to actionable safety and compliance information in a relatively short period. Feedback on an internal SIEM project depends mostly on its level of inner knowledge and its commitment to resources.

Focus on Your Main Mission.

By transferring some of the most tedious aspects of security monitoring to third parties, your IT and security staff can devote more time to value-added activities that meet the core objectives of the organization.

Follow the Biggest Competitors

Information security is becoming a competitive advantage in many industries. Companies that you can trust with financial data and personal information can attract and retain customers and partners. Managed security supervision allows organizations with limited resources to maintain a level playing field with large companies.

Maintain the Ability to evolve and adapt to the solution.

Hard work does not end after installation. As your organization evolves and develops, your security monitoring solution must adapt. The threat landscape is also constantly changing. A subscription service generally offers more flexibility than a software product under a perpetual license, although most SIEM providers are happy to assist you if you are paying for a professional service contract.

Simplify your Life

You have better things to do than monitor thousands of event logs and worry about the security of your 24x7x365 network. When done correctly, the managed security monitoring provider becomes an extension of its equipment. With security specialists looking after your safety, you have one less thing to worry about.

The Best Firewall Management Tools –

Firewall Management Tools Parole can be a computer program or a device that monitors threats and communications of viruses, worms, and viruses. The rapid growth of cybercrime in the era of big data has made security the most critical cyber threat. Without them, communication can easily be applied to all types of telephone threats.

Each year, technology providers provide new tools to strengthen IT communication systems to protect trends from malicious activity. This software often includes advanced and complete surveillance and monitoring activities to identify current information.

Here are five of the leading protective coatings on the market.

Splunk Enterprise Security

Splunk is a data protection platform that helps find and manage internal and external resources. Use secure data to identify security threats.

This software comes with a research tool that enables professional professionals to gather all the information they need to search for threats and make a response. Customers can also provide feedback that can help them deal with these attacks as they occur.

Remote Monitoring and management of SolarWinds

This integrated remote control is provided with a set of all tools to ensure, maintain, and manage IT Firewall Operations. There is a monitoring distance for all devices. Unlike most weapons, SolarWinds is not designed for a single platform. It enables engineers to monitor all workplaces, processes and Operations Firewall. This includes Windows, OS X and various Linux systems.

SolarWinds also offers tools that allow users to perform multiple actions on a network at a time.

Monitor de red PRTG

PRTG Monitoring Network es un programa de telecomunicaciones que monitorea una amplia gama de aplicaciones 24/7. Esta solución de monitoreo global fue creada para todas las organizaciones. Aquellos que no tienen experiencia en monitoreo de redes encontrarán útil este programa, ya que es muy fácil de usar. Cuando se instala el sistema, prueba la red y utiliza algoritmos apropiados para monitorear la red.

Lo mejor de todo, PRTG es un teléfono inteligente. Puede continuar monitoreando el rendimiento del dispositivo donde sea que se encuentre. Mediante una aplicación móvil, las organizaciones pueden ver la información que necesitan en sus teléfonos o tabletas.

WhatsUp Gold

WhatsUp Gold es una de las aplicaciones de software más flexibles del mercado. Está destinado a empresas de TI y proveedores de servicios. Con esta herramienta, las organizaciones pueden personalizar su panel de control, mostrar los datos que desean y obtener información que satisfaga sus necesidades.

Esta herramienta identifica dispositivos en la red, incluidos VMware, estaciones de trabajo, bases de datos, etc. Con esta solución de seguridad, el sistema de administración de red puede verificar las líneas de conexión en una tarjeta. También pueden activar y desactivar los dispositivos conectados en el menú físico.