Training recommendations for help desk staff to assist students and visitors with Wireless issues

[ShaunCro]

Hi All,

Name is Shaun, and hail from the Southern most tip of Africa, aptly named, South Africa. 

We just deployed a full Meraki network solution to our uni's campus (I'm loving it by the way), and I want to get our first and second line help desk teams trained up to become wifi ambassadors on the campus, so that instead of passing the calls straight to me, they can start resolving issues at the first and second tier. Also I really want them to see how awesome the product is and actually take ownership of every ticket because they have the visibility and information right in front of them to resolve the issues.

I want them all to take training before I give them the rights though, the access should be a reward for making it through, not just another system to look after. 

Which courses do you think best to get them on this path? I was thinking of the below courses, but I haven't done them all myself, so am unsure which would best suit their role, and benefit them, and just as importantly, our students, staff and visitors the most in this area.

• Introducing the Meraki Platform.
  
• Introducing Cisco Meraki Cloud-First Wireless.
  
• Wireless Fundamental Implementation.
  
• Troubleshooting with Meraki

Are there any modules that deal directly with Guest wifi that we should consider? As this is essentially the main network on campus and is the network that all students sign on to and any visitor to the campus. 

Thanks in advance.

ShaunCro

[alemabrahao]

Start with learning hub.

https://community.meraki.com/t5/Learning-Hub/ct-p/learninghub

[DarrenOC]

Whilst this may be time consuming I go for creating something bespoke and tailored  to my own environment.  This way what they’re looking at is what’s live and applicable to them.

You get to showcase what you’ve installed and they get to hear from the horses mouth the why something has been deployed as it is.

[ShaunCro]

Hi Darren,

Quite a few of them were involved in the deployment of the solution, I want them to get more experience on the interface side of things and also to up skill themselves, and learn proper trouble shooting and information gathering, and it's importance. So from an interface side and technology front, I believe the meraki classes can add benefit, on the troubleshooting and information gathering side, that's more on me, and it's something I plan to focus on in the coming months. But thanks I do agree, there are aspects that can be filled on both fronts.

Thanks

ShaunCro

[PhilipDAth]

Maybe the troubleshooting courses would be worthwhile.

There is also the CMNA Wireless Module.

[KathleenJ]

Hi and welcome to the Meraki platform. My suggestion would be get in touch with your Meraki sales rep (if you PM me I can help you find out the name) and ask them to setup a walkthrough with your staff. They should be able to setup an hour meeting and get through the list of topics you have mentioned above. Best of Luck!

[ShaunCro]

Hi All,

Sorry for the radio silence after posting this, had a short break this week.

@PhilipDAth Thanks for those, I'll check them out, the CMNA is definitely one I would like to do myself.

@KathleenJ This would be awesome, we work through a local partner in SA, does that matter?