Question 1

Consider the following scenario: You are working as an IT support specialist and receive a call from a remote user saying they cant access the company website. After verifying the user as an employee, which should be your first step:

1)Ask the user to clear the cache of the web browser.

2)Ask questions and gather information to identify the problem.

3)Tell the user they need to bring or send the computer to the corporate office for troubleshooting.

4)Tell the user it is a virus and ask to run a virus check.

Question 2

_______ is how the Isolating the problem troubleshooting method help us to solve the problem.

1)Acquiring technical knowledge

2)Shrinking the scope of the potential issue

3)Diagnosing the problem

4)Understanding the user

Question 3

When troubleshooting a problem, the main goal should always be _____

1)Asked the user to buy a new computer.

2)Reinstall the computers OS.

3)Identify the root cause.

4)Guess the problem based on the users answers.