A tier one technician has spent the past thirty minutes troubleshooting an Issue With an end user's network connection After a solution was implemented, the end user rebooted the system, tested the…

Question

Options

• ADocument the findings, actions, and solution in the company knowledge base
• BAdvise the user to try the solution before contacting the help desk if the Issue happens again
• CEstablish a theory of probable cause
• DEscalate the Issue to the tier two support team for resolution.

• A
  72% (21)
• B
  7% (2)
• C
  3% (1)
• D
  17% (5)

Explanation

Document the findings, actions, and solution in the company knowledge base. The explanation is that after resolving an issue, a technician should always document what was done and how it was fixed. This helps to create a record of the problem and its solution for future reference and also to share knowledge with other technicians. By documenting the findings, actions, and solution in the company knowledge base, it will help to ensure that if the Issue happens again, the technician or a different technician will be able to quickly and easily find the solution and resolve the Issue. Additionally, it is important to document the solution so that the same Issue does not need to be troubleshot multiple times in the future.

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