100-140 Question 3
Select 2You are an IT support technician at a mid-sized company. An employee submits a ticket reporting that their laptop cannot connect to the corporate Wi-Fi network, while other devices in the same area are connected without issues. Which of the following actions should you take as part of your job responsibilities? (Choose two.)
- A
Verify that the Wi-Fi is enabled on the employee's laptop.
- B
Escalate the issue immediately to the network engineering team without any troubleshooting.
- C
Check if the employee's laptop is in airplane mode.
- D
Instruct the employee to purchase a new laptop and reimburse them later.
- E
Perform a network-wide reset to ensure no devices are causing interference.
Show answer and explanation
Correct answers: A, C
Explanation
As an IT support technician, your role involves basic troubleshooting for end-user devices before escalating issues. Checking whether the laptop's Wi-Fi is enabled and ensuring it is not in airplane mode are both valid first steps in diagnosing why the employee cannot connect to the Wi-Fi. Escalation, device replacement, or large-scale network resets should only be considered after exhausting appropriate troubleshooting steps.
- A. Correct.
Verifying that the Wi-Fi is enabled on the laptop is a basic troubleshooting step and falls under the job responsibilities of an IT support technician.
- B. Incorrect.
Escalating the issue immediately without attempting any troubleshooting is not appropriate for this scenario, as the issue appears isolated to the employee's laptop.
- C. Correct.
Checking if the laptop is in airplane mode is a valid troubleshooting step, as this setting can disable all network connections, including Wi-Fi.
- D. Incorrect.
Instructing the employee to purchase a new laptop is not an appropriate or professional response to this issue.
- E. Incorrect.
Performing a network-wide reset is unnecessary and could disrupt services for other employees. This is not a standard troubleshooting step for an isolated issue.