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Which two actions
should a technician take
if illegal content
such as child pornography
is discovered on the hard drive
of a customer computer?

Document as much information
as possible.

Contact first responder.


What is the definition of cyber law?

Collection of international, country, and local laws that affect computer security


When performing computer forensics what can be prevented with properly and carefully documented chain of custody?

Evidence Tampering


During the process of troubleshooting, a technician gains access to customer private information. What is expected that the technician do with this information?

Keep It Confidential.


Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?

Replace all passwords in the file before emailing the file and then supply the passwords by secure means if required.


What are two sections that are usually included in a sla?

Supported equipment and software.

Time of service availability.


Which two rules pertain
to the general
daily activities of
in a call center

The technician should be sure to treat all customers equally.

The technician should contact the customer if the technician is going to be late for a follow-up appointment.


Which statement describes a best practice related to time management?

Technician should
make sure to call
the customer back
as close to
the callback time as possible.


Which two statements are correct about level one and level two technicians?

Level two technicians are usually more knowledgeable about technology than the level one technicians are.

Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.


What should a level two
technician do immediately after receiving an escalated work order from a level one technician?

Call the customer back
to ask any additional questions
and resolve the problem.


A customer calls to report a computer problem. Which two actions can the technician take
to establish a
good rapport with
the customer?

Allow the customer to speak without interruption.

Refer to the customer by name whenever possible.


What is the correct way to conduct a telephone call to troubleshoot a computer problem?

Maintain professional
behavior at all times.


A technician receives a call from a customer who is too talkative.
How should the technician handle
the call?

Allow the customer to speak
without interruption and
then try to use closed-ended questions to gather data.


What are two examples of displaying professional communication skills while talking to a customer?

Clarifying what customers says after they have finished.

The use of active listening,
with occasional interjections such as
I see or I understand.


What are three pieces of information a level one technician should gather from a customer?

Description of the problem.

Details of any recent changes to the computer.

Contact information.


Which situation would require that a support desk call be given the highest priority?

The company cannot operate
because of a system failure.


Which two data storage locations contain persistent data that can be used by computer forensics specialists?



In a computer forensics investigation, which type of data is considered volatile data and can be lost if power is removed from the computer?

Data in transit
between ram and the cpu.


What customer support procedure would likely cause an upset customer to become more upset?

Ask the customer to do obvious
or unnecessary steps.


What name is given to
a certain set of
general rules that apply
to written communication
over the Internet?



When performing
computer forensics
what is required to prove
a chain of custody?



What is a reason to escalate a problem from a level one technician to a level two technician?

When operating systems
drivers applications
need to be installed.