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| Section | Weight | Objectives |
|---|---|---|
| Hardware Issues | 17% | - Troubleshooting hardware faults, drivers and firmware updates - Ports, cables, components: identification, installation, upgrades - Device information: hardware specs, OS details, network identifiers - Safety procedures: ESD, electrical safety, fire prevention |
| Operating System and Application Issues | 17% | - Application installation, updates, patches, and compatibility - Windows, macOS, mobile OS: settings, updates, permissions, backup - Browser and collaboration tools: configuration, troubleshooting - Virtualization and cloud basics: concepts, providers, virtual machines |
| IT Support Job Tasks and Responsibilities | 17% | - Documentation: problem description, troubleshooting steps, results recording - Help desk concepts: queue management, time management, ticketing systems, SLA, KPIs - Problem-solving process: define, collect info, analyze, implement, document |
| Connectivity and Resource Access Issues | 17% | - Network configuration: IP settings, DNS, gateway, Wi-Fi - Connectivity troubleshooting: errors, latency, access denied - Shared resources: printers, folders, permissions, mapped drives - Email and client access: protocols, authentication, encryption |
| Common Threats and Preventions | 16% | - Security threats: phishing, malware, spam, social engineering - Protection: passwords, scans, updates, user awareness - Incident response: identify, investigate, escalate |
| Job Tools | 16% | - Knowledge bases, search, and documentation tools - Remote access software: use and security - System tools: Task Manager, System Information, Event Viewer, Activity Monitor |
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NEW QUESTION # 48
Following the replacement of a faulty network router, what is the best practice for documenting this change within an IT support framework?
Answer: A
Explanation:
Correct Answer. A. Update the network topology diagrams and inventory lists with the new router's model and specifications immediately Immediate documentation of hardware changes, such as updating network topology diagrams and inventory lists, ensures that the IT infrastructure records are accurate and up-to-date. This facilitates quicker troubleshooting and maintenance in the future.
Option B is incorrect because delaying documentation risks the loss of important information and can create discrepancies in inventory during audits.
Option C is incorrect because documentation should occur regardless of the performance impact to maintain accurate records of IT assets.
Option D is incorrect because while involving new team members in documentation is valuable for training, it is critical that experienced personnel oversee such important updates to ensure accuracy and consistency.
NEW QUESTION # 49
During a meeting, a user tries to project their laptop's screen onto a conference room display but only the desktop background is visible on the external screen; no icons or applications are shown.
What should be done to correct this issue?
Answer: C
Explanation:
Setting the external display to duplicate (mirror) the laptop screen ensures that all content, including icons and applications, appears on both screens, which is necessary for presentations.
Option B is incorrect. Changing the wallpaper does not affect the display of icons or applications.
Option C is incorrect. Brightness settings affect visibility but not the content displayed.
Option D is incorrect. Making the external display the primary monitor would not solve the issue of missing icons or applications on the projected screen.
NEW QUESTION # 50
A network administrator is setting up a workstation that needs to switch between a wired and wireless network depending on availability.
What should be ensured for seamless connectivity?
Answer: C
Explanation:
Correct Answer. A. The workstation has network drivers updated for both LAN and WLAN Keeping network drivers updated ensures that both the LAN and WLAN adapters function optimally and can handle switching between different network types seamlessly.
Option B is incorrect. Statically setting IP addresses can cause connectivity issues if not managed correctly, especially when switching networks.
Option C is incorrect. While using a higher category Ethernet cable can improve performance, it does not affect the ability to switch between networks.
Option D is incorrect. Being within range of WLAN affects only wireless connectivity and does not facilitate seamless switching by itself.
NEW QUESTION # 51
An administrator is configuring a Linux server and needs to verify the server's network interface settings.
Which command is most appropriate for displaying all network interfaces and their current state?
Answer: A
Explanation:
Correct Answer. B. ifconfig -a The ifconfig -a command in Unix/Linux systems lists all interfaces, active or inactive, along with their IP addresses, subnet masks, and other network-related statistics.
Option A is incorrect. ipconfig /release is a Windows command used to release the IP address, inappropriate and unavailable in Linux.
Option C is incorrect. nmap -sP is used for network scanning to discover hosts and services, not for viewing detailed interface configurations.
Option D is incorrect. arp -a displays the ARP cache which contains IP-to-MAC address mappings but does not provide detailed network interface configuration.
NEW QUESTION # 52
A system administrator needs to diagnose intermittent IPv6 connectivity issues on a corporate network.
Which command would best help them understand the routing path taken by the IPv6 traffic?
Answer: B
Explanation:
Correct Answer. A. traceroute6 2001:db8:abcd::1 Using traceroute6 to an IPv6 address is essential for diagnosing issues in the path of the network traffic, showing the route packets take and where potential failures occur.
Option B is incorrect. There is no netstat -an6 command; netstat shows active connections and protocol statistics, but it doesn't trace routes.
Option C is incorrect. Continuous ping6 is useful for testing reachability and sustained response times but does not reveal the path or hops like traceroute6.
Option D is incorrect. route print6 is not a valid command; route -6 print might display the IPv6 routing table in some systems but does not dynamically trace routes.
NEW QUESTION # 53
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