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LAITS staff assist units with the management of building wired and wireless networks. Our team supports departments with moves/adds/changes, troubleshooting, managing cabling and hardware work orders, and network lifecycle and budgeting. We assist units with provisioning and troubleshooting phones, updating caller ID, provisioning and resetting voicemail.

Table of Contents

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Networking 

• LAITS is generally the first responder to network outages for customers that we support.
• A Network Outage response is expected for routers and switches, or for wide-scale WAP outages.
• LAITS Staff do not respond to individual WAP outages: those should be escalated to ITS-Networking by a ServiceNow Incident

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Device Management

• Switch Management
• Routers
• Wireless
• VLANS / Subnets
• DHCP / Static IP configuration
• VPN Access

LAITS Staff can assist with:

• Activate and deactivate network ports (ACOs) upon request

• Troubleshoot Ethernet ports

• Troubleshoot VoIP phones

• Troubleshoot fax lines

• Troubleshoot IP Clocks

• troubleshoot printer connections

• Provide Static IP and DNS hostnames for printers

• Change the VLAN or subnet of a port/ACO upon request

• Configure DNS hostnames upon request

• By default, staff will add new ports to a standard subnet, unless other instructions are given otherwise

  • DHCP is standard

  • Static IP addresses may be requested

• Configure small firewall devices, if needed

  • must be purchased by the customer

• LAITS Staff do not:

  • Monitor or Restrict network activity; the UT ISO scans for security threats
  • Provide unauthorized access to network equipment/closets to unauthorized parties
  • Run cables under doorways or through ceiling tiles
  • Permanently 'daisy chain' network devices
    • i.e. connecting a computer to the port in the back of a phone, rather than to a dedicated port

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Maintenance 

• Staff regularly disconnect network ports that have not had activity for over 90 days
• Maintain switch port records with ITS, including cable locations and wall port names
• Upgrade network equipment software after updates are released from ITS
• Send outage notifications to specified departmental contacts

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• Allow active, unused ports in public areas

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Planning & Budgeting

• Identify network hardware eligible for replacement
• Send budget estimates upon request

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• Pay for hardware
• Support hardware past the vendor's end-of-life; this is enforced by ITS-Networking and Telecommunication

Infrastructure

Adding New Cables or Switch

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This Ports refers to the process of putting a network port where one does not currently exist. ITS standards and costs related to pulling cables, are the responsibility of the requesting unit.

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1. Key and BACS Access Requests

2. Deploy a new phone or line

3. Update Caller ID

4. Reset voicemail PIN

5. Printer set up

6. Request an Ethernet cable

Phone Configuration

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• Reset voicemail PIN
• Clear voicemail boxes
• Answer basic questions and provide minimal training about phones & voicemail
• Maintain an inventory of spare customer phone equipment 
• Provision phones for new faculty or staff
  • Customer inventory will be used, LAITS does not give provide free phones 
• Coordinate with ITS to purchase or configure (3-5 day lead time)
  • Caller ID
  • new phone numbers
  • basic phones (1 line)
  • business phones (up to 5 lines)
  • Establish shared or Individual conference bridges
  • fax lines (may take 2-3 weeks)
  • International dialing 

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