1- A user has called the service desk and has stated that they cannot connect to the internet, please list the first five questions you would ask them before investigating the root cause of the issue?

2- IP Address, DNS Server, Subnet Mask, Default Gateway, what do they each do?

3- A user has connected their workstation to the floor port and is receiving a valid network connection and an IP address however they cannot browse the internet, list 5 reasons as to what can be the issue?

4- A user is experiencing issues with their Windows profile. On a Windows 10 machine what are the exact steps you would follow to delete the user profile and to migrate it to a new profile on the same system?

5- A user has experienced a blue screen of death. How can you ensure that they can resume their work and furthermore how would you identify the root cause of the issue?

6- A trust relationship for a workstation with the domain has failed, why has this happened and how can you resolve this?

7- A user calls up and mentions that they’ve just turned on their machine however there’s a black screen that says “no bootable devices” available. List 5 reasons why this could have happened.

8- Microsoft Outlook crashes every time the window for a new email is opened. How do you go about troubleshooting this?

9- How can you ensure a user is able to Remote desktop from another machine to their own machine? Please ensure you list all steps required to activate this feature.

10- What is the main difference between a Microsoft 365 distribution group and a mail enabled security group?

11- A user calls up and mentions that their Bluetooth keyboard doesn’t seem to work however the Bluetooth mouse is working. What are the steps you would take to resolve this?

12- Under what circumstances would you install a x32 bit version of Microsoft Office over a x64 bit version?

13- An application on a Windows workstation is not opening, what are the steps you would take before you identify the root cause of the issue?

14- A user’s machine has frozen. It is imperative that they cannot restart due to critical data being open. It is suspected that a background process is using excessive CPU resources. How would you go about gaining access from another machine, verifying the suspicion, and to shut down the problem process?

15- What is the difference between a DHCP IP address and a Static IP Address, in what circumstances would you choose to assign a static IP address?

16- How do you find a full list of all live IP addresses on a Class C network you're connected to?

17- Below is an email from a client, please prepare a suitable response to this email. "Dear Candidate, I have spent the best part of today on the phone to one of your engineers, trying to get our @companyname e-mail working. I started this process at 09.00 this morning. It is now 18.07 and we still have no access to our e-mails.  Can you please explain to me exactly why this has happened? I am trying to run a business which like all business these days is reliant on e-mail, so god only knows how much potential business we have missed today and how we have failed to service our customers in the way we usually do. As you can imagine, I am really disappointed in what has happened here, and I would like to know what you propose to do about this situation. I need this sorted out by 08.00 tomorrow morning which is the beginning of our business day. This is very important and critical to the business and I would appreciate a call about all this as soon as you get this e-mail. Regards, Anne Gree-Parson"

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