I began my journey in customer technical support in November 2023 at Sinapse Atendimentos. At that time, I was just starting my Software Engineering course at Unicesumar University and had limited experience in the networking field.
In May 2024, I was hired by Cross Conection as a Help Desk Attendant. During my time in this role, I learned a lot about LAN/WAN networks, as well as how to manage, configure, and monitor our clients' connections to ensure stability and provide proper clarifications.
In early August, our team began to take on new responsibilities, in addition to the tasks we were already performing. It was at this point that I noticed my team member, Mariana Inácio da Silva, was developing a "notepad" that gathered all the necessary information for any support case, regardless of the issue. I suggested that we delve deeper into this idea and transform the material into what would become our Manual.
Currently, we have a well-structured and educational document that combines all the knowledge we apply in our daily work and serves as a guide for the team.
On the homepage, we organized the main categories in a way that, whenever a doubt arose, the attendant could navigate progressively, from the most general information to the more specific details, according to the needs of the service. This covered everything from the types of ONU to the specific functions of the software we use.
Homepage
Certainly, many of the simpler procedures, such as Wi-Fi configuration, DNS, rebooting, and checking connected devices, were already memorized. However, we identified the need to document all the steps, so that, regardless of the situation, the attendant would never feel lost or have the impression that there was something to be done that was not properly documented.
Page about how to configure GREATEK routers (Roteadores → Greatek)
In addition to the procedures, we included explanatory notes on some pages, detailing what we are configuring and the reasons behind each configuration. We also provided a specific section dedicated to network protocols, aimed at those who wish to gain a deeper understanding of the area.
DDNS Configuration with an explanation of its function (Roteadores → Greatek → DNS Dinâmico (DDNS))
Page describing network standards and regulatory bodies (Protocolos de rede → Introdução → Padrões de rede e Órgãos Normativos)
This is a brief summary of what was developed in the project. If you are interested in exploring more details and understanding the full extent of the document, I invite you to access the following link to view the complete manual: Manual - Suporte Técnico