COM chp 14 - IT Support

What is a common responsibility of a level one call center technician?

• entering a concise description of a customer problem into a ticketing system

• remotely connecting to customer devices and implementing driver and software updates

• calling back customers and asking additional questions to solve the problem

• receiving escalated work orders from a lower level technician

What is the definition of a script file?

• A simple file with a single statement that loops repeatedly.

• A file that is compiled and translated into machine language before executing.

• A simple text file used to automate processes and tasks.

A system administrator needs to perform manual updates on a remote Linux workstation using a Windows 10 PC. Which remote access tool should the administrator use to securely access and configure the Linux device across the network?

• Telnet client

• SSH client

• Windows Remote Desktop client

What are two examples of personally identifiable information (PII)? (Choose two.)

• credit card number

• first name

• street address

• language preference

What is a characteristic of the open source license of an application software?

• It requires registration instead of purchasing.

• It cannot be used for campus-wide deployment.

• It allows users to modify and share the source code.

• It does not require purchase in order to use the software.

Which statement is characteristic of most personal software licenses?

• Developers are allowed to modify and share the source code that runs the software.

• A company is allowed to use the software campus wide.

• A user is allowed to share the software with friends.

• A user is allowed to install the software on only one computer.

What two actions should a call center technician avoid when dealing with an angry customer? (Choose two.)

• spending time explaining what caused the problem

• putting the customer on hold or transferring the call

• apologizing for any inconvenience caused to the customer

A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on the hard drive. What should the technician do?

• Make a copy of all the pirated content and send it to the law enforcement authorities.

• Advise the user that downloading pirated content is illegal and that the user should refrain from doing so.

• Report the findings through the proper channels.

A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

• Ask the customer what the problem is and then introduce yourself.

• Learn the name of the customer and create a connection with the customer. ask questions that assess the knowledge level of the customer.

• Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

• Verify that the computer is working properly now.

• Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

• Put the customer on hold until a supervisor is available.