The technician has already identified the symptom: Loss of connectivity on a specific network segment. The next step in identifying the problem is to "Determine if anything haschanged".
Common troubleshooting steps and procedures:
1. Identify the problem.
Information gathering.
Identify symptoms.
Question users.
Determine if anything has changed.
2 . Establish a theory of probable cause.
Question the obvious.
3 . Test the theoryto determine cause:
When the theory is confirmed, determine the next steps to resolve the problem.
If theory is not confirmed, re-establish a new theory or escalate.
4 . Establish a plan of action to resolve the problem and identify potential effects.
5 . Implement the solution or escalate as necessary.
6 . Verify full system functionality and if applicable implement preventive measures.
7 . Document findings, actions, and outcomes.