Tier 3 Training Exam

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Tier 3 Training Exam

Welcome to the Tier 3 Training Exam! This quiz is designed to assess your knowledge and readiness for Tier 3 support at Serverplus.

Take this chance to review your understanding of key concepts, protocols, and systems utilized in your role. Prepare yourself for success!

42 comprehensive questions
Multiple choice, checkboxes, and text answers
Immediate feedback on your performance

42 Questions10 MinutesCreated by AssessingAbility582

What is the default email you should use if an alias is not required when sending an email from the TIer 3 inbox?

[email protected]

If a ticket is still open at the end of your shift you should:

Set to pending

Call Bobby

Assign to the next tech on shift

Set to resolve

When an company point of contact finds an error and complains to you the proper way to handle it is to squeal on the tech that made the mistake. Why should you take the heat?

True

False

An FDE user has called in stating they cannot login. The first thing you should do is:

Get their username device and contact info

Update the password in active directory

Message Sean

Tell them to factory reset the computer they are on

What is Realchoice TV?

A sattelite TV Service

A Cable TV service

An Application made by Netflix

A live TV application Owned by Serverplus

A Realchoice Ticket is escalated to Tier 3 because the user cannot log in. Where would we find the customers credentials?

Powercode

Sonar

Tracker

Realchoice Portal

A Serverplus employee receives a realchoice tv account once they have advanced to

MDU

Grave Manager

Tier 3

All of the Above

If a company we support uses an internal ticketing system the internal ticket number should go:

In the internal ticket

In the first note of every tracker ticket

To the moon

In every note of the tracker ticket

Its ok to leave the Tracker ticket number out of the autotask ticket as long as the autotask ticket number is in the tracker ticket

True

False

A Mattr User is not getting certain emails. Which of these would you use to release the email?

Active Directory

0365

Bluetie Tool

Mimecast

A Mattr User is in need of a new company cellphone. You would:

Place the order in Autotask

Place the order in Active Directory

Have Bobby place the order

Escalate the request

You get an email for a PT Solutions Circuit. Who should you call after pinging the gateway?

DSR

Comcast

Spectrum

Greenbriar

When handling an outage what information is required when handing the incident over to the FDE IT Team?

Photos of Network Rack (Front & Back)

Phone number of contact at the store for us to call

Sean's phone number

Determine if there was a power outage at the location

Blast out message on teams to FDE IT with above information included

For Business Customers, On Fixed Wireless and Direct connect to node connections, What port does the Radio and/or modem plug into on our Mikrotik Router?

Port 5

Cable should be plugged in Port 1 unless the label shown in the image is in a different location

Auxiliary Port

Port 13

On an intermittent or Slow Speeds Ticket, You notice Packet loss on the router, you also see packet loss on the Radio and AP while using Ping Plotter, What Do you check Next?

Microsoft 365

Nslookup

Tracert hops

Sudo bash

A business customer calls in and none (Multiple/All) of their devices can not connect, but you can see the WAN Ip (router) is up and Responding to pings, What is the next step to check?

Check for Switches

Check for third party router

Confirm Cablling

Powercycle

Ou call a Wilogic customer and they do not answer, you leave a voicemail, what else do you NEED to do?

Send followup email

Cc [email protected]

Update the ticket sheet

Text the customer

If the edge router is down at a Smartaira location what is the most likely step needed:

Powercycle

Call local dispatch

Call the carrier

Factory reset Edge Router

You get a Bluetie escalated ticket. The customer is unable to log into webmail. The tech has reset the password and the customer still gets a credential error. What did the tech forget to do?

Have the customer use Waterfox browser

Assume the customer input wrong

Lock and Unlock the account

Call Bluetie to release the lock on the account

Ou get a VOIP call for a customer complaining about calls dropping, some calls are stuttering and they may only hear parts of a conversation if any of it, What information do you ALWAYs need to gather regardless of company?

A nemerald customer wants to enable the feature of recording employees calls You would:

Update the IVR

Update the voicemail recording

Change the dialplan

Enable call recordings

A serverplus employee says that everytime they try to log in to their realchoice account they get a 403 error. What is likely the issue?

The roku is too old

They lied and don't have a realchoice account

Must be on serverplus vpn to use realchoice

External VAS is unchecked

For every client that uses an internal ticket system an internal ticket number must go on every tracker:

Ticket

Note

Subscriber

Queue

Which Type of VOIP phone can you "provision" on the registration tab, without rebooting the phones? (A hot provision, or hot sync, if you will)

Tier 3 Training Exam

Tier 3 Training Exam

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