Last updated on Jul 25, 2024

You're facing network failures. How do you work with external IT support teams to speed up troubleshooting?

When your network goes down, it can feel like you're navigating a ship in the dark. The frustration of not knowing why or how to fix it quickly can be overwhelming. But you're not alone—working effectively with external IT support teams can illuminate the problem and get your systems back online faster. Understanding the right steps to take when communicating with these professionals is key to a swift resolution.

1 Gather Details

Before reaching out to external IT support, it's crucial to gather all relevant information about the network failure. Note any error messages, the time the problem started, and which devices or services are affected. Having a detailed account ready will help the support team understand the scope of the issue and can significantly reduce back-and-forth communication, allowing them to get to the root of the problem more quickly.

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Eric Palmatier

Head of Network & Cellular Technology at LVT
Breathe. Center yourself. Get to work. Find the details. Record the time you started. Gather your basics and write it down. Pull together all the relevant people. Run the summary by them to make sure you're not missing a basic data point. This is where you make your biggest mistakes, so be thorough. Start looking at cause and resolution, and move forward
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Lucas Pinho

Segurança da Informação | Infraestrutura | Suporte
Ter documentado/catalogado todos os testes e verificações que foram executados também é de extrema valia. Isso faz com o suporte externo evite repetir testes já realizado e concentre forças em outros resultados.

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Joshua Cortez
Always check if there is a recent change in your network (Policy, Firewall, intranet set-up etc) If none, perform speed test and check if the network performance has passed the mimum requirement Finally, Begin the isolation (perform ping , check network logs, check internal and external sites)
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Matthew Price
Deep Breath. Ask three questions. 1. Was there any updates to the network that was pushed during this time. 2. Was there any work that was being done that could affect the rest of the network that was not forseen. 3. Is there any external forces that is causing the problem. Once you eliminate anything that it could be, then you can start working from the endpoint backwards. Do your due diligence at the base of at least two PC's. Understand that even if you were superman, troubleshooting and repair takes time - and your not going to solve it by rushing. Customers will call every 15 minutes. Just email out every three hours - no need to answer every phone call.
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2 Contact Support

Once you have all the necessary details, contact the external IT support team promptly. Provide them with a clear and concise description of the issue, including any steps already taken to resolve it. Ensure that you have access to your network's configuration information, as the support team may need it to diagnose the problem. Effective communication is key, so be prepared to answer questions and follow guidance they may provide.

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3 Prioritize Issues

Help the IT support team prioritize issues by explaining the impact of the network failure on your operations. If certain services or applications are critical for your business, make sure they know. This allows them to focus on restoring the most vital functions first. Clear prioritization can streamline the troubleshooting process and ensure that the most pressing problems are addressed immediately.

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4 Collaborative Effort

Troubleshooting network issues is a collaborative effort. Be ready to assist the external IT support team by performing tasks on your end under their direction. This may include running specific tests, restarting devices, or changing configurations. Your active participation can help expedite the diagnostic process and lead to a quicker resolution.

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5 Update Regularly

Keep communication lines open with the external IT support team by providing regular updates on the status of your network. If a suggested fix doesn't work or if the problem evolves, inform them promptly. Regular updates ensure that the support team has the most current information and can adjust their troubleshooting strategy accordingly.

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6 Document Fixes

After resolving the issue, document the solution provided by the IT support team. This record can be invaluable for future reference and can help you or your staff address similar issues more efficiently. Additionally, this documentation can aid in identifying patterns that may indicate underlying problems with your network infrastructure.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing network failures. How do you work with external IT support teams to speed up troubleshooting?

1

2

3

4

5

6

7

1 Gather Details

2 Contact Support

3 Prioritize Issues

4 Collaborative Effort

5 Update Regularly

6 Document Fixes

7 Here’s what else to consider

Computer Networking

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You're facing network failures. How do you work with external IT support teams to speed up troubleshooting?

1

2

3

4

5

6

7

1 Gather Details

2 Contact Support

3 Prioritize Issues

4 Collaborative Effort

5 Update Regularly

6 Document Fixes

7 Here’s what else to consider

Computer Networking

Rate this article

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