Build The Basics Of IT Support: Part 3 

Networking Essentials: Mapping It Out

If IT support is about solving problems, then networking is where most of those problems live. In this assignment, I learned how to see the flow of my own network, test the connection, and practice responding to one of the most common support tickets: “I can’t get online.”

Drawing My Home Network

I started by sketching out my home network setup. It looks like this:

ISP → Modem/Router combo → Devices (Laptop, Phone, Smart TV, Printer)

It’s simple, but even this diagram showed me how each device depends on the chain before it. If the modem/router fails, nothing else can connect. IT troubleshooting often starts by looking at this chain and asking: Where’s the break?

Testing with Ping

Next, I used the ping command on google.com. The result came back with responses in milliseconds, which told me:

• My laptop can reach the internet.
• The connection is stable (no packet loss).

Ping is one of those underrated tools — it’s quick, simple, and immediately tells you if your device is alive on the network.

Running Tracert

Then I ran tracert (traceroute) to google.com. This command mapped every “hop” my request took across the internet. I could see:

• My laptop reaching my router.
• The router handing off to my ISP.
• Multiple stops through backbone servers before hitting Google’s servers.

What stood out to me is how much happens between “typing google.com” and “page loads.” Traceroute is like shining a light on the path, and if there’s a failure point, you’ll see where the trail ends.

Writing a Troubleshooting Response

Finally, I practiced writing a plain-English response to one of the most common support tickets:

Ticket: “I can’t access the internet on my laptop.”
Response:
“Thanks for reaching out — let’s get you back online. First, can you confirm if other devices in your home can connect to the internet? That helps us see if it’s just your laptop or the whole network. On your laptop, check the Wi-Fi icon to make sure you’re connected. If you are, let’s try a quick restart of your router by unplugging it for 30 seconds. Once it’s back on, see if the laptop reconnects. If it still doesn’t work, we’ll dig into the network settings together.”

This taught me that support isn’t about flexing technical terms — it’s about calming the person down, breaking the problem into steps, and guiding them toward a solution.

Deliverable: My Knowledge Base Entry

IT Support Knowledge Base Entry

Title: Networking: Diagram, Ping, Tracert, and Troubleshooting

Problem:
Learn how to map a home network, test connectivity, and respond to internet access issues.

Steps Taken:

• Drew my home network (ISP → Modem/Router → Devices)
• Ran ping google.com and documented the output
• Ran tracert google.com to view network hops
• Wrote a sample troubleshooting response to a “no internet” ticket

Result:

• Confirmed network flow from device → router → internet
• Verified connectivity using ping (no packet loss)
• Mapped connection path using tracert
• Practiced customer-facing troubleshooting

Plain-English Explanation:
A home network is like a chain of roads. The modem/router is the highway on-ramp, and each device is a car. Ping is like sending a test car down the road to see if it makes it safely. Tracert shows you every road and traffic light along the way. If one link breaks, the whole chain is affected.

Reflection:
Networking is where IT support lives and dies. Knowing how to visualize the network, test its health, and explain it to a non-technical user is essential. This exercise reminded me that confidence in troubleshooting comes from mastering the simple tools first.

Closing Thought

This assignment gave me a clearer lens: every time someone says “the internet’s not working,” it’s an invitation to trace the chain and find the weak link. Networking isn’t just wires and signals — it’s problem-solving in motion.