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IBM | INTRODUCTION TO TECHNICAL SUPPORT
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IBM | INTRODUCTION TO TECHNICAL SUPPORT
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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.
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