Question 1

What does it mean when a technician receives a "down" call?

Accepted Answer

A call where a significant part of the IT infrastructure is down, affecting the ability of the company to do business

Question 2

What is the definition of the term SLA?

Accepted Answer

A legal agreement that contains the responsibilities and liabilities of the service provider

Question 3

During computer forensics investigations, which type of data is lost when power is removed from the computer?

Accepted Answer

Data that is stored in RAM

Question 4

What are two sections that are usually included in an SLA? (Choose two.)

Accepted Answer

1. Supported equipment and software 2. Time of service availability

Question 5

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

Accepted Answer

Entering a concise description of a customer problem into a ticketing system

Question 6

What skill is essential for a level one technician to have?

Accepted Answer

The ability to translate the description of a customer problem into a few succinct sentences and enter it into the work order

Question 7

Which statement best describes a call center?

Accepted Answer

It is a place to provide computer support to customers

Question 8

What is considered ethical behavior by a technician when communicating with a customer?

Accepted Answer

A technician must only send solicited emails

Question 9

Which is true regarding the treatment of customer property?

Accepted Answer

A customer's phone list is customer property and must be kept private

Question 10

A technician has several commercial movies to a company server to be shared with colleagues. How would this behavior be classified?

Accepted Answer

Ethically wrong and illegal

Question 11

What is considered good communication practice for a technician to use when a customer is explaining a computer problem?

Accepted Answer

Ask occasional questions to clarify some points

Question 12

What two roles or tasks are associated with level two technicians? (Choose two.)

Accepted Answer

1. Gathering diagnostic information from a customer computer 2. Remotely updating drivers and software on customer computers

Question 13

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

Accepted Answer

1. Solid state drives 2. Hard disk drives

Question 14

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

Accepted Answer

Netiquette

Question 15

As a technician, which method should be used with a talkative customer on a phone call?

Accepted Answer

Politely interrupt the customer to take control of the conversation

Brainscape's Knowledge GenomeTM

Chapter 13 Quiz: The IT Professional Flashcards