Networking
This is the first layer of the OSI model.
What is the "physical"?
This software application consolidates essential developer tools—code editor, debugger, and build automation—into a single graphical user interface (GUI), significantly boosting productivity
What is an IDE (Integrated Developer Environment)?
This software tool allows users to submit requests and technicians to follow up with customers to provide an efficient route to resolving problems.
What is a ticketing system?
This technique involves giving full attention, not interrupting, and responding thoughtfully.
What is active listening?
This tool manages users and computers for Microsoft Enterprise locations and regularly gets referred to as "A.D."
What is Active Directory?
A network that connects computers and devices within a limited area, such as a single home, office, or school building.
What is a "LAN" or Local Area Network?
This data type is used to represent text.
What is a "string"?
A centralized database of information, used by help desk technicians find solutions to common technical issues.
What is a "Knowledge Base"?
This term refers to the "unwritten" technical language that support technicians should avoid using when speaking to non-technical customers.
What is "jargon"?
This tool, MFA, increases account security by requiring more than on way to verify your identity when signing into an application or device.
What is "Multi-Factor Authentication"?
This hardware device acts as a "traffic controller," directing data between different networks and connecting your home to the internet.
What is a Layer 3 device, or Router.
This term is used in programming store data values that can be changed during the program's execution.
What is a variable?
Often the first and simplest step suggested by technicians, this action can resolve many minor software glitches and connectivity issues.
What is "rebooting" or "Turning it off and on again"?
When you can't solve a problem immediately and must send the customer to a senior technician or a different department, you are doing this to the ticket.
What is "escalating"?
This tool, called a VPN, creates a secure, encrypted "tunnel" between your device and a remote network.
What is a "Virtual Private Network"?
This CAT standard supports speeds up to 10Gbps up to 55 meters.
What is Cat 6?
This term refers to the process of finding and fixing errors or "bugs" within a computer program.
What is debugging?
A customer calls because their computer monitor is black. Before assuming the hardware is broken, you should first ask them to check these to ensure they aren't loose or unplugged.
What are "power cables" or "video cables"?
When explaining a fix to a customer, you should avoid this—the habit of talking down to them or making them feel unintelligent for not knowing the solution.
What is "patronizing"?
This tool is a set of rules and protocols that allows two different software programs to communicate and exchange data with each other and referred to as API.
What is "Application Programming Interface"?
This "system" translates human-readable domain names (like google.com) into numerical IP addresses.
What is DNS?
This logical structure allows a section of code to repeat as long as a certain condition remains true.
What is a "while loop"?
When a user forgets their login credentials, this is the most common type of support ticket that a help desk technician handles.
What is a "password reset"?
This is what you are doing when you go above and beyond for a customer.
What is "going the extra mile"?
This tool, used for navigating the internet is referred to as "U.R.L."
What is Uniform Reference Locator?