100-140 Question 370
Select 3You are tasked with helping a remote employee resolve an issue with their email client not syncing. The employee is unable to describe the issue clearly, so you decide to use remote access software to investigate. Which of the following steps should you take to ensure a successful and secure remote support session?
- A
Obtain explicit permission from the user before initiating the remote session.
- B
Choose a remote access tool that allows you to bypass the employee's authentication for faster access.
- C
Verify the identity of the user and their device before connecting remotely.
- D
Ensure the remote access session is encrypted to protect sensitive data.
- E
Instruct the user to disable their firewall temporarily to allow the remote session to proceed.
Show answer and explanation
Correct answers: A, C, D
Explanation
To perform a secure and effective remote support session, it is essential to follow best practices, such as obtaining explicit permission, verifying user identity, and ensuring encryption is in place. These steps safeguard the user's data and maintain trust while addressing the technical issue. Avoid insecure practices like bypassing authentication or disabling firewalls, as they can lead to vulnerabilities.
- A. Correct.
Explicit permission from the user is required to respect their privacy and comply with security policies.
- B. Incorrect.
Bypassing authentication is a major security risk and is not a recommended practice in IT support.
- C. Correct.
Verifying the user's identity and device ensures that you are connecting to the correct endpoint and prevents unauthorized access.
- D. Correct.
Encryption ensures that any data shared during the remote session is protected from interception by unauthorized parties.
- E. Incorrect.
Disabling the firewall is not a secure solution and can expose the user's device to threats.