IT Essentials Chapter 13 Quiz Answers Online

Level two technicians are primarily tasked with receiving and working on escalated work orders. Their tasks involve using remote access software to connect to the computer of a customer to perform maintenance and fixes.

The primary responsibility of a level one technician is to gather pertinent information from a customer and to enter the information into a work order or ticket system.

Unsolicited, chain and forged emails are unethical, and maybe illegal, and must not be sent by a technician to a customer.

A service level agreement (SLA) defines the level of service that a technician or service provider is obligated to provide to a customer. It outlines responsibilities and liabilities such as when and where service is to be provided, response time guarantees, and the penalties that are applied if the agreement is broken.

All customer property is important, including files, phone lists, hardware and other data, and should be treated with respect. Any data should be considered as private and confidential.

Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer.

The level one technician must be able to translate the description of a customer problem into a succinct sentence or two that is entered into the work order.

A call center might exist within a company and offer service to the employees of that company as well as to the customers of that company. Alternatively, a call center might be an independent business that sells computer support as a service to outside customers. In either case, a call center is a busy, fast-paced work environment, often operating 24 hours a day.

Persistent data is data stored on an internal or external hard drive, or an optical drive. Data is preserved when the computer is turned off.

The technician must ask a few questions, but without interrupting the customer. It is important that the technician listens patiently and the customer realizes that the problem is considered important.

The only exception to the rule of interrupting a customer is when the customer is identified as a talkative customer. When a talkative customer is identified, the technician may politely step in and refocus the customer. The customer should not be placed on hold or transferred in an effort to take control. Open-ended questions should be avoided and close-ended questions should be used. Sympathizing with the customer or using industry jargon is not recommended as a method to take control with a talkative customer.

Netiquette is a set of general rules used when communicating with other people over the Internet to ensure that the communications stay professional. Avoiding flames, spam, and writing in capital letters, as well as respecting the privacy of others, are examples of good netiquette.

The contents of an SLA usually include the following:
• response time guarantees (often based on type of call and level of service agreement)
• equipment and software that is supported
• where service is provided
• preventive maintenance
• diagnostics
• part availability (equivalent parts)
• cost and penalties
• time of service availability (for example, 24×7; Monday to Friday, 8 a.m. to 5 p.m. EST; etc.)

A “down” call usually means that a server is not working and the entire office or company is waiting for the problem to be resolved to resume business.

It is not permissible to install, copy, or share digital content (including software, music, text, images, and video) in violation of copyright and software agreements or applicable laws. This is legally and ethically wrong.