OSE Theory Revision 21 - Perform Tech Support
Quiz by Christian Mo Zelin
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- Q1
Which two statements characterize wireless network security? (Choose two.)
Users sort answers between categoriesSorting60s - Q2
A manager approaches a PC repair person with the issue that users are coming in to the company in the middle of the night to play games on their computers. What might the PC repair person do to help in this situation?
Enable power on passwords in the BIOS.
Limit the login times.
Use Device Manager to limit access to the computer.
Use Event View to document the times logged in and out of the computer.
60s - Q3
A technician has been asked by a manager to recommend a security solution for protecting a computer against worms, keyloggers, trojans, spyware, adware, rootkits or ransomware. Which security technique should the technician recommend?
IPS
ping sweep
antimalware
encryption
dual authentication
ASA
60s - Q4
What is considered ethical behavior by a technician when communicating with a customer?
A technician can send mass emails to customers.
A technician must only send solicited emails.
A technician can send forged emails to customers.
It is normal to send chain emails to customers.
60s - Q5
Which situation would require that a support desk call be given the highest priority?
A couple of computers have operating system errors.
Some computers cannot log in to the network.
Two users are requesting an application enhancement.
The company cannot operate because of a system failure.
A user is requesting a RAM memory upgrade.
60s - Q6
What two roles or tasks are associated with the level one technician? (Choose two.)
Users sort answers between categoriesSorting60s - Q7
In which situation would it be appropriate for a technician to back up personal and confidential data from a computer belonging to a customer?
if the customer permits it
if the technician feels it necessary to back it up
if the customer forgets to sign the work order
if illegal content is discovered on the customer computer
60s - Q8
What is the correct way to conduct a telephone call to troubleshoot a computer problem?
Explain each step to help the customer understand the troubleshooting process.
Maintain professional behavior at all times.
Ask personal questions to get better acquainted with the customer.
Always gather information from the customer and escalate the problem.
60s - Q9
What action should a technician avoid when dealing with a talkative customer?
giving the customer a full minute to talk
asking closed-ended questions to regain control of the conversation
stepping in and attempting to refocus the customer
asking social questions such as "How are you today?"
60s - Q10
What approach should a technician take when receiving a call from a stressed customer?
Ask the customer to hold, and then wait five minutes for the customer to calm down.
Try to establish a rapport with the customer.
Ask the customer to telephone back when the customer is feeling less stressed.
Transfer the customer to a level-two technician who will ask the customer to explain the problem again.
60s