Chapter 4.7 and 4.8

What main difference between a regular technical support specialist and a managed service provider technician?

Managed service provider's service are outsourced as a third party.

Which of the following is the first step in verifying that a problem has been fixed?

Rebooting the system

Which tab in Task Manager can be used to manage programs that load with Windows?

Startup

Martin's computer suddenly displayed a blue screen and then restarted. Which of the following BEST describes what happened?

System crash

Which Windows tool shows currently running programs and can be used to end a process?

Task Manager

Which of the following would be a reason a company would outsource their IT support?

To cut costs

Which of the following key combinations lets you open Task Manager?

CRTL, ALT, DELETE

Which of the following terms describes the processes of rearranging files on the hard drive so that the computer runs more efficiently?

Defragmentation

Which should a level 1 technician do when they are unable to solve an issue?

Escalate to a higher level of support

How many years of prior experience in tech support do most MSP positions require?

2

Which of the following keys is used to enter Safe Mode on a Windows computer?

F8

Which of the following is the BEST way to handle a program that is unresponsive?

Force-close the program

Which of the following would be responsible for resetting a user's password?

Level 1 support technician

Sarah turned on her computer and noticed that some important documents that were stored in her User folder are now missing. Which of the following would be the MOST LIKELY cause?

Malware infection

Which of the following is used to force-close a program on an Apple computer?

Option, Command, Escape