Delivery: Online
Estimated Length: 22 seat hours
Price: $710
This course teaches key technical skills and the knowledge required to allow network operations center personnel to quickly identify customer and network issues, isolate network difficulties and provide troubleshooting solutions. Specifically, Operations Center Technical Support I focuses on maintaining network reliability for digital video, telephony and high-speed data services. The course also provides a basic explanation of computer software and protocols, network topologies and the Open Systems Interconnection(OSI) reference model.
Completion Time:
The estimated completion time for this course is 22 hours. The maximum allotted time is four months from enrollment.
Benefits:
- use this course to help prepare for SCTE’s Broadband Premises Installer certification
- 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:
- explain how communication signals travel over various mediums in a network
- identify and characterize broadband cable services
- describe the basics of digital video services
- describe the basics of cable modems
- explain how to effectively and efficiently troubleshoot cable services
- convert decimal and binary numbers
- explain the composition and basic functionality of an integrated circuit
- examine data over cable service interface specification (DOCSIS) through version 3.1
- describe twisted and untwisted-pair cables, connectors and their applications
- explain voice services from traditional telephony to voice over Internet protocol (VoIP) services with PacketCable over a managed network
- characterize home media networks, including WiFi and multimedia over coax alliance (MoCA) technologies
- identify the functions of computer hardware and software inside and outside of a network using Windows, OS X, Linux and Unix operating systems
- describe protocols used by computers to communicate over networks
Outline:
Digital Fundamentals
Looking at digital history, decimal and binary numbering systems, examining character codes, reviewing data compression, understanding logic gates, understanding integrated circuits and exploring pulse code modulation
Introduction to DOCSIS
Introducing cable modems, examining the different versions of DOCSIS and considering DOCSIS in the network
Introducing Twisted Pair Inside Wiring
Introducing the network interface device, untwisted and twisted-pair cables, twisted-pair cable hardware and twisted-pair cable routing wiring topologies
Introducing VoIP
Reviewing the traditional telephone system, describing VoIP, examining the evolution of cable telephony and explaining PacketCable operations
Troubleshooting IP Voice
Understanding how to troubleshoot IP Voice service, examining the embedded multimedia terminal adapter and diagnosing IP Voice service problems
Troubleshooting High-Speed Data Service
Delivering high-speed data service, detailing the evolution of DOCSIS and resolving problems in the customer premises
Troubleshooting Digital Video Service
Dissecting digital video troubleshooting, troubleshooting the digital set-top box, examining potential high definition multimedia interface (HDMI) problems, troubleshooting audio issues associated with digital video and attacking advanced digital video issues
Computers and Software in Networks
Devices on networks; internal computer components: central processing unit (CPU), input/output (I/O), memory and network interface card (NIC); software; and popular operating systems
Carrier Signals, Cable Types and Network Topologies
Communications and signals, network topologies, copper cable, fiber optic cable, wireless transmission and structured cable plant overview
Computer Protocols and Services
Protocols, layers of protocols and services and communicating across a network
The OSI Reference Model (OSI/RM)
Introduction to the OSI reference model, the physical layer, the data link layer, the network layer, the transport layer, the session layer, the presentation layer and the application layer