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, how would you start trying to solve this problem?

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

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

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

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

Question 2

What does the isolating the problem troubleshooting method try to do?

1)Ask the user questions to make them feel part of the solution

2)Expand the area of the problem.

3)Shrink the scope of the potential issue.

4)Recreating the problem