CSS2

• In communication skills for troubleshooting, what should technician have or do? One of them is not a task a technician should have.

  B.CONNECT (its should be; KNOW, RELATE AND UNDERSTAND)
• What are the two main types of security threats?


  A.PHYSICAL AND DATA
• WHICH ATTACK INVOLVES MODIFYING DNS RECORDS TO REDIRECT TRAFFIC TO MALICIOUS SERVERS?

  C.DNS POISONING
• YOU NEED TO SECURELY ACCESS YOUR COMPANY'S NETWORL RESOURCES WHILE WORKING REMOTELY. WHAT TECHNOLOGY SHOULD YOU USE?

  B.VIRTUAL PRIVATE NETWORK (VPN)
• WHAT IS ONE RECOMMENDATION FOR IMPLEMENTING WORKSTATION ERGONOMICS?

  B.ARRANGING THE DESK LAYOUT FOR EASY ACCESS TO ESSENTIALS
• WHAT DISTINGUISHES LEVEL TWO TECHNICIANS FROM LEVEL ONE TECHNICIANS?

  D.THEY POSSESS ADVANCED KNOWLEDGE OR LONGER TENURE WITH THE COMPANY
• WHAT CHARACTERIZE A TROJAN THREAT?

  D. IT IS HIDDEN WITHINN SOFTWARE THAT APPEARS TO BE USEFUL
• WHICH OF THE FOLLOWING IS AN EXAMPLE OF INTERNAL THREAT?

  ACCIDENTAL DATA LOSS
• WHICH OF THE FF STATEMENTS IS NOT A BENEFIT OF WANS FOR A COMPANY WITH BRANCHES IN DIFFERENT CITIES?

  WANS RESTRICT COMMUNICATION BETWEEN BRANCHES, LEADING TO DATA ISOLATION
• IN A PEER-TO-PEER NETWORK, EACH DEVICE HAS EQUIVALENT CAPABILITIES AND RESPONSIBILITIES, AND THERE IS NO CENTRAL POINT OF CONTROL OR ADMINISTRATION. WHICH OF THE FF STATEMENTS ACCURATELY DESCRIBES A CHARACTERISTIC OF PEER-TO-PEER NETWORK


  EACH DEVICE HAS EQUIVALENT CAPABILITIES AND RESPONSIBILITIES
• WHAT IS THE RECOMMENDED APPROACH FOR USING A CUSTOMERS COMPANY IT RESOURCES FOR PERSONAL PURPOSES, AS OUTLINED IN THE LEGAL RULES?


  AVOIDING THE USE OF COMPANY RESOURCES FOR PERSONAL PURPOSES ALTOGETHER
• WHAT PRIMARY ROLE DOES A LEVEL TWO TECHNICIAN PLAY IN A TECHNICAL SUPPORT ENVIRONMENT?

  OFFERING ADVANED TECHNICAL SUPPORT AND FIXING COMPLEX PROBLEM
• WHEN SHOULD A LEVEL ONE TECHNICIAN ESCALATE A TECHNICAL ISSUE TO A LEVEL TWO TECHNICIAN?


  WHEN THE ISSUE NEEDS SPECIALIZED KNOWLEDGE BEYOND THE LEVEL ONE TECHNICIAN
• WHAT IS THE MAIN TASK OF A LEVEL ONE TECHNICIAN IN A CALL CENTER?


  GATHERING CRUCIAL INFORMATION FROM CUSTOMERS AND DOCUMENTING IT
• WHICH TYPE OF CONNECTION USES ELECTRICAL SIGNALS TO TRANSMIT DATA BETWEEN DEVICES?

  WIRELESS CONNECTION OR COPPER CABLING
• WHICH TYPE OF CABLING USES GLASS OR PLASTIC WIRE TO CARRY INFORMATION AS LIGHT PULSES?

  Fiber Optic Cable
• HOW DOES DOCUMENT TRACKING SOFTWARE CONTRIBUTE TO AVOID FILE DUPLICATION AND CORRUPTION

  UNSURE (IT PREVENTS USERS FROM OVERWRITING FILES OR CHANGING FILES THAT OTHERS ARE ACCESSING AT THE SAME TIME?)
• HOW DO WORMS TYPICALLY PROPAGATE THROUGH A NETWORK?


  BY EXPLOITING VULNERABILITIES AND REPLICATING ACCROSS NETWORK HOSTS
• WHAT IS IMPORTANT FOR EFFECTIBE TIME MANAGEMENTS?


  FOLLOWING THE COMPANY POLICY AND PRIORITIZING ACTIVITIES
• WHAT IS A CHARACTERISTIC OF EXTERNAL THREATS?


  UNAUTHORIZED ACCESS
• IN A CLIENT/SERVER MODEL, NETWORK ADMINISTRATIORS MAINTAIN SERVERS, IMPLEMENTS DATA BACKUPS AND SECURITY MEASURES, AND CONTROL USER ACCESS TO NETWORK RESOURCES. WHAT IS A RESPONSIBILITY OF NETWORK ADMINISTRATORS IN A CLIENT/SERVER NETWORK?


  NETWORK ADMINISTRATORS CONTROL USER ACCCESS TO NETWORK RESOURCES
• WHAT IS THE TERM FOR THE MEASUREMENT OF THE RATE OF DATA TRANSFER IN BITS PER SECOND?

  BANDWIDTH
• WHICH TYPE OF COMMUNICATION ALLOWS DATA TO FLOW IN BOTH DIECTIONS SIMULTANEOUSLY?

  Full-duplex
• WHAT TACTICS DO SOCIAL ENGINEERS EMPLOY TO GAIN UNAUTHORIZED ACCESS TO EQUIPMENT OR NETWORKS?

  LOOKING OVER SHOULDERS TO GATHER INFORMATION, SEEKING OUT PASSWORDS ON DESK, OR OBTAINING COMPANY DIRECTORIES WITH E-MAIL ADDRESSES
• AS A CALL CENTER EMPLOYEE, YOU ARRIVE AT YOUR WORKSTATION EARLY FOR THE FIRST CALL OF THE DAY. HOWEVER, YOU NOTICE THAT ANOTHER TECHNICIAN IS ABSENT, AND THERE IS A CALL WAITING ON THE BOARD. WHAT SHOULD YOU DO IN THIS SITUATION?


  Take the call OR REQUEST ASSISTANCE FORM AVAILABLE TECHNICIANS OR NOTIFY YOUR SUPERVISOR TO ENSURE COVERAGE FOR THE ABSENT TECHNICIAN WHILE CONTINUING TO HANDLE CALLS (?)
• ACCORDING TO THE PROVIDED RULES FOR CALL CENTER EMPLOYEES, WHAT IS THE RECOMMENDED ACTION IF THERE IS A CALL WAITING ON THE BOARD AND ANOTHER TECHNICIAN IS ABSENT?


  DELAY YOUR BREAK UNTIL AFTER HANDLING THE CALL, ENSURING THAT CUSTOMER NEEDS ARE PRIORITIZED
• ACCORDING TO THE LEGAL RULES, WHAT ACTION SHOULD BE AVOIDED TO PREVENT POTENTIAL LEGAL CONSEQUENCES RELATED TO USING A COMPANY IT RESOURCES?

  USING A CUSTOMERS COMPANY IT RESOURCES FOR PERSONAL COMMERCIAL PURPOSES
• WHAT IS ONE FUNCTION OF VPN?

  TO PROTECT DATA DURING TRANSMISSION OVER A NETWORK
• HOW DOES DATA ENCYPTION PROTECT DATA DURING TRANSMISSION OVER A NETWORK?

  BY PREVENTING ATTACKERS FROM MONITORING OR RECORDING TRANSACTIONS OR BY ALLOWING ATTACKERS TO EASILY DECIPHER CAPTURED DATA
• WHAT IS THE IMPORTANCE OF EXPLAINING THE PURPOSE OF A CALL TRANSFER TO THE CUSTOMER?

  IT HELPS THE CUSTOMER TO FEEL MORE INVOLVED IN THE PROCESS
• HOW DOES CENTRALIZED ADMINISTRATION CONTRIBUTE TO REDUCING TIME AND COST FOR COMPANIES?


  IT ALLOWS ONE ADMINISTRATOR TO CONTROL DATA, DEVICES, AND PERMISSIONS OF USERS ON THE NETWORK OR IT DECENTRALIZES DATA STORAGE AND MANAGEMENT
• YOU NOTICE A COWORKER SHARING THEIR PASSWORDS WITH ANOTHER COLLEAGUE. WHAT SHOULD YOU DO ?

  REPORT THE INCIDENT TO YOUR MANAGER OR IT DEPARTMENT
• WHAT IS THE PRIMARY GOAL OF A REPLAY ATTACK?

  EXTRACTING SENSITIVE DATA
• WHAT CHARACTERIZES AN ANGRY CUSTOMER DURING THE CALL?

  FRUSTRATED AND UPSET
• WHAT IS IMPORTANT FOR EFFECTIBE TIME MANAGEMEMT?

  FF THE COMPANY POLICY AND PRIORITIZING ACTIVITIES
• WHICH TYPE OF CUSTOMER DISCUSSES EVERYTHING EXCEPT THE PROBLEM ON THE CALL AND USES IT AS AN OPPORTUNITY TO SOCIALIZE?

  TALKATIVE CUSTOMER
• WHAT DOES A KNOWLEDGEABLE CUSTOMER TYPICALLY SEEK DURING THE CALL?

  A TECHNICIAN WITH EQUAL EXPERIENCE IN COMPUTERS
• SARAH AND ALEX ARE HAVING A VIDEO CALL USING SMARTPHONES.

  FULL-DUPLEX
• WHAT IS A COMMON TACTIC USED IN PHISING EMAILS?


  PRETENDING TO RESPRESENT A LEGITIMATE ORGANIZATION AND REQUESTING SENSITIVE INFORMATION
• EMILY, A SMALL BUSINESS OWNER, CANT SEND OR RECEIVE EMAILS DUE TO AN OVERWHELMING NUMBER OF SPAM EMAILS FLOODING HER INBOX. WHAT TYPE OF DoS ATTACK IS EMILY LIKELY EXPERIENCING


  E-MAIL BOMB