Delivery: Online
College Credit: 3 credit hours
Estimated Length: 14 seat hours
Price: $705
This course takes the knowledge gained in the NCTI course Delivering Cable Services and applies it to troubleshooting video, data, and voice services. The student will learn the cognitive elements of troubleshooting and how to bring a logic-based approach to the troubleshooting process that includes the following steps: identifying the problem, analyzing the symptoms, isolating the problem area, diagnosing the cause, resolving the problem and verifying the resolution. Additionally, the student will gain a thorough understanding of the hardware that comprises a drop system; such as coaxial cable, fiber-optic cable, and twisted-pair cable; and what can go wrong with this hardware.
Completion Time:
The estimated completion time for this course is 14 hours. The maximum allotted time is four months from enrollment.
Benefits:
- effectively resolve technical problems with data, voice and video for the customer
- reduce the need for expensive truck rolls by providing a convenient and immediate solution for the customer
- apply more efficient approaches and effective techniques for phone troubleshooting
- earn three hours of college credit
- receive credit toward NCTI Customer Care Master Representative certification
- receive credit toward NCTI Master Dispatcher certification
- receive an industry-recognized NCTI certificate of graduation
Upon completing this course, students will be able to:
- outline activities to unlock creative thinking and problem solving
- distinguish between using intuition, deductive, and inductive reasoning for problem solving
- describe pitfalls with voice tone that prohibit clear communications
- identify ways to overcome obstacles associated with effective listening practices
- explain possible problems and impairments that affect coaxial cable and its connectors
- analyze the two types of fiber-optic cable used in cable systems
- examine the causes and results of fiber-optic equipment failures
- compare the types of drop amplifiers used to increase signals in the home
- describe the differences between a loop-through system and a home-run system
- explain over-the-air/impulse noise ingress and its effects on digital TV signals
- identify the possible sources and causes of ingress and egress
- examine the use of punch-down blocks and cross connect cables for telephone and Internet connection
Outline:
Thinking Skills for Troubleshooting
Introducing the process of troubleshooting, troubleshooting with the customer and broadband cable
Communication Skills for Troubleshooting
Identifying soft communication skills, understanding the importance of spoken and unspoken communications and learning how to listen
Troubleshooting Coaxial Cables and Connectors
Describing the drop and inside wire elements, understanding coaxial cable test equipment and explaining how to install connectors
Troubleshooting Fiber-Optic Cables and Connectors
Discussing characteristics of fiber-optic cable and examining how to troubleshoot problems and repair fiber-optic cable and components
Troubleshooting Drop Splitters, DC’s and Drop Amps
Examining splitter and directional coupler problems and discussing basic troubleshooting techniques for drop amplifiers
Troubleshooting Ingress and Egress
Understanding ingress and egress, examining ways to isolate and diagnose the cause of ingress and examining UHF signal leakage and ingress
Troubleshooting Inside Wiring, Powering Elements and Bonding
Identifying insider wiring plugs and jacks, understanding how to troubleshoot inside wiring, power cables and connectors