IT Support Specialist how-to
How to Troubleshoot a “No Internet” Ticket
A structured approach finds the cause quickly, from the simplest fix up.
A structured approach finds the cause quickly, from the simplest fix up. In short: ask; check; run, then complete the remaining steps below.
Step by step
Ask what changed and whether others are affected.
Check physical connections or Wi-Fi status and airplane mode.
Run ipconfig (Windows) or ifconfig/ipconfig getifaddr (macOS) to check for a valid IP address.
Ping the default gateway, then an outside IP address such as a public DNS server.
Test name resolution with nslookup or by browsing to a domain.
Restart the network adapter or renew the IP lease; check VPN and proxy settings.
Document the fix or escalate to the network team with your findings.
Safety reminders for IT support specialists
- Verify identity before resets or access changes
- Follow least-privilege principles
- Report suspected phishing and security incidents immediately
- Handle devices and data according to policy and privacy rules
Key terms
Ticket · SLA · Tier 1 / Tier 2 · Active Directory · MFA · DHCP: see the full IT support specialist glossary.