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Cisco 100-140 Exam Syllabus Topics:

TopicDetails
Topic 1
  • IT Support Job Tasks and Responsibilities: This section of the exam measures skills of an IT Support Specialist and covers foundational help desk concepts such as queue and time management, ticketing systems, service level agreements (SLA), and key performance indicators (KPIs). It includes preparing clear and comprehensive documentation summarizing customer interactions and describes the problem-solving process involving defining issues, collecting information, analyzing causes, implementing solutions, and recording results.
Topic 2
  • Common Threats and Prevention: This domain measures the knowledge of an IT Security Support Technician and covers recognizing end-user security threats including phishing, malware, and unauthorized access attempts. It emphasizes basic investigation steps, helping users run malware scans, promoting strong password practices, understanding social engineering tactics targeting help desk roles, and the importance of company policies and confidentiality guidelines to protect sensitive data.
Topic 3
  • Connectivity and Resource Access Issues: This section measures skills of a Network Support Technician and involves assisting users to establish access to network resources, understanding directory services like Active Directory and cloud access management platforms, and managing multifactor authentication. It also includes troubleshooting connectivity problems with peripherals such as printers, scanners, and teleconferencing devices, as well as verifying basic network settings and diagnosing connectivity using various network commands and tools.
Topic 4
  • Operating System and Application Issues: This part targets an Operating System Support Specialist and addresses resolving Windows and macOS issues, such as display settings, updates, permissions, power management, and data backup using cloud tools. It covers troubleshooting mobile device problems on iOS and Android operating systems and provides an understanding of virtualization and cloud concepts including major providers and virtual machines. This section also covers resolving common application issues like installation and security concerns.
Topic 5
  • Hardware Uses: This domain targets a Desktop Support Technician and focuses on following basic safety procedures related to electrical shock, ESD, and fire hazards. It involves assisting users in locating information about devices including hardware specs and network details using Windows and macOS tools. It covers identifying and understanding various ports and cables, installing and upgrading desktop components like RAM and storage, and troubleshooting common hardware issues while managing driver and firmware updates.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q47-Q52):

NEW QUESTION # 47
A smartphone user reports that their device frequently disconnects from the LTE network. What should the user check first to troubleshoot this issue?

Answer: B

Explanation:
Correct Answer. A. Ensure that mobile data is turned on in the smartphone settings Sometimes, settings can inadvertently change or be disabled. Verifying that mobile data is active is a straightforward first step that can resolve the issue of disconnecting from the LTE network.
Option B is incorrect because hardware repair is too drastic without first performing basic checks and troubleshooting steps.
Option C is incorrect because although toggling LTE can help reconnect, it's not a first step before ensuring that mobile data is enabled.
Option D is incorrect as physical obstructions typically do not affect network connectivity to the extent of causing frequent disconnections.


NEW QUESTION # 48
While at work, you receive a phone call from someone claiming to be from your company's IT department. They ask for your password to troubleshoot a system issue allegedly affecting several team members.
What is the most appropriate action to take?

Answer: D

Explanation:
Correct Answer. B. Tell the caller that you will call back through the official IT support channel This ensures that you are communicating through verified company channels and not disclosing sensitive information to potential imposters.
Option A is incorrect. Providing your password compromises security and violates basic IT security policies.
Option C is incorrect. While verifying identity might seem thorough, it still involves interacting with a potentially fraudulent caller.
Option D is incorrect. While hanging up limits interaction, it fails to address the possibility of a legitimate IT issue that needs attention.


NEW QUESTION # 49
What should a technician do first when responding to an end user's report of a suspected malware infection on their laptop?

Answer: D

Explanation:
Correct Answer. A. Run a full system antivirus scan Running a full system scan with trusted antivirus software is the first investigative action to confirm the presence of malware and to identify and potentially remove any infections.
Option B is incorrect because formatting the hard drive is an extreme measure that should only be considered if all other remediation steps fail.
Option C is incorrect because simply rebooting the device does not address the root cause of the malware infection.
Option D is incorrect as transferring files could potentially spread the malware to other devices or backup locations.


NEW QUESTION # 50
A user needs to monitor the disk usage and free space of their Linux server regularly. Which command should the IT support technician suggest for detailed disk usage statistics?

Answer: D

Explanation:
Correct Answer. C. df -h The df -h command (disk free) provides concise information about each mounted filesystem, including total space, used space, free space, and mount points, all formatted in human-readable form (e.g., GB, MB).
Option A is incorrect because top primarily monitors CPU and memory usage, not disk space.
Option B is incorrect because du -sh * shows the disk usage of files and directories in the current directory, which is useful but not as comprehensive for checking all disk space on the server.
Option D is incorrect because mount displays mounted filesystems, not their disk usage statistics.


NEW QUESTION # 51
A network technician is troubleshooting a new IPv6 deployment where end devices are only receiving link-local addresses.
What should be the technician's first step to ensure devices obtain global addresses?

Answer: D

Explanation:
Correct Answer. A. Confirm that the DHCPv6 server is configured to distribute global unicast addresses Link-local addresses are automatically assigned to IPv6 devices on a local link; a device only receives a global unicast address from a DHCPv6 server if it is properly configured to do so.
Option B is incorrect.
Increasing the subnet size does not affect DHCPv6 address distribution.
Option C is incorrect. While physical connectivity issues can affect network access, they do not influence the type of IPv6 addresses assigned.
Option D is incorrect. Manually setting addresses is not scalable and does not resolve underlying DHCPv6 configuration issues.


NEW QUESTION # 52
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