220-1102 Question 702
Single answerOnsite vs. offsiteA technician receives a support ticket from a remote sales employee who says her company-issued laptop is unusually slow and displays repeated pop-ups claiming the device is infected. She is currently working from a customer site in another state and needs the laptop for a presentation in 2 hours. Company policy allows remote assistance tools, but it requires user consent and prohibits technicians from taking control of a device if sensitive customer data may be visible without the user's approval. Which action is the BEST first step for the technician?
- A
Schedule an onsite visit because malware-related issues must be handled in person
- B
Start a remote support session after obtaining the user's consent and have her close or hide any sensitive customer information before troubleshooting
- C
Ask the user to email screenshots of the pop-ups and wait until she returns to the office for diagnosis
- D
Instruct the user to disable antivirus temporarily so the technician can determine whether the alerts are legitimate
Show answer and explanation
Correct answer: B
Explanation
This question tests when offsite support is more appropriate than onsite support. In A+ Core 2 scenarios, technicians should choose the support method that resolves the problem efficiently while following organizational security and privacy requirements. When a user is remote and company-approved remote tools are available, offsite support is often the best first step, especially for urgent incidents. However, technicians must still obtain consent and protect sensitive information before viewing or controlling the screen. This aligns with common help desk best practices, acceptable use policies, and remote access procedures used in enterprise environments. Onsite support is generally reserved for cases where remote access is unavailable, hardware requires physical intervention, or policy mandates in-person handling.
- A. Incorrect.
This is incorrect because malware-related issues do not automatically require onsite support. In many real-world environments, remote support is the preferred first response when the user is offsite and the organization has approved remote tools. An onsite visit would add delay and is not the best first step when time is critical and remote access is permitted.
- B. Correct.
This is correct because the user is offsite, needs urgent help, and company policy explicitly allows remote assistance with consent. Having the user close or hide sensitive data before screen sharing or remote control aligns with privacy and security best practices. This approach addresses the issue quickly while respecting policy and minimizing exposure of customer information.
- C. Incorrect.
This is incorrect because screenshots may provide some information, but they are slower and less effective than interactive troubleshooting in an urgent situation. Waiting until the user returns to the office unnecessarily delays support and does not match the need for timely assistance when an approved offsite support method already exists.
- D. Incorrect.
This is incorrect because disabling antivirus is not an appropriate first step and could increase risk if the system is actually infected. It reflects a common troubleshooting mistake: weakening security controls before gathering evidence or verifying the issue. The technician should use approved remote troubleshooting methods and follow security policy instead.