Exam (elaborations)
IBM | INTRODUCTION TO TECHNICAL SUPPORT
- Course
- Institution
IBM | INTRODUCTION TO TECHNICAL SUPPORT
[Show more]
Content preview
IBM | INTRODUCTION TO TECHNICAL SUPPORTTech support is a good career for people who _______________. - Answers -Enjoy
problem-solving.
Which of the following is true of a technical support professional's work environment? -
Answers -They may work in many different environments, such as a physical office, a
call center, and remotely from home.
Which of the following is NOT an entry-level role in Technical Support - Answers -
Technical Support Manager.
Which of the following is considered a responsibility of technical support? - Answers -
Performing system installations and updates.
Which of the following is an essential component of a solid IT infrastructure? - Answers
-Network.
Which of the following skills are mastered by technical support professionals that make
them successful? - Answers -Listening to customers' problems.
What organizations need technical support staff? - Answers -Many different
organizations.
Which of the following tasks would a technical support representative typically do in a
day? - Answers -Assist customers with password resets, software installations, and
troubleshooting.
Cloud IT infrastructure components_____________. - Answers -Are not stored in one
physical location.
You are working as a technical support specialist; which of the following issues can be
resolved quickly by you? - Answers -Customers with data access issues.
Knowledge of which of the following basic technical skills help a technical support
representative on the job? - Answers -Knowledge of which of the following basic
technical skills help a technical support representative on the job?
Which item out of the following are soft skills used in technical support? - Answers -
Conflict Mitigation
You are a technical support professional undergoing performance evaluation. Which
item out of the following is used as a parameter for evaluation? - Answers -Written and
Spoken Communication
, Which item out of the following is a mid-tier technical support role? - Answers -Tier II
Support
Which item out of the following certifications are applicable to an entry-level technical
support professional? - Answers -CompTIA A+
Which one of the following programming languages requires basic knowledge of the
language and are useful for technical support representatives? - Answers -HTML,
Python, & JavaScript
Which one of the following statements is correct? - Answers -Network security includes
access control, security software, and network analytics.
Which one of the following will help you to fine-tune your soft skills? - Answers -
Shadowing colleagues on the job
Which one of the following is an example of a customer support mindset? - Answers -
Active Listening
Select the answer that lists the correct order of actions in a performance evaluation. -
Answers -Supervisor makes notes of performance > Supervisor Evaluates >
Performance feedback is received > Company redefines expectations.
Which one of the following helps to measure the productivity of a technical support
person? - Answers -Completing tasks in a timely & efficient manner.
Sheila is a technical support representative. Within her team, she motivates her team
members, encourages them to succeed, and helps them resolve issues. Which soft skill
is she exhibiting? - Answers -Leadership Skills
Which one of the following is one of the responsibilities of a mid-tier-technical support
role? - Answers -Testing and maintaining equipment and software.
Which of the following is a valid certification for IT support professionals? - Answers -
ACSP.
Which item out of the following statements is true about certifications? - Answers -The
CCNA certificate is for those wishing to further their networking knowledge.
Which of the following is NOT a channel for technical support? - Answers -Ticketing
Systems
Which of the following is TRUE about remote support? - Answers -Remote support is
more efficient than other types of user support.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller GEEKA. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
79373 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now