Tech Support & Soft Skills
Proving excellent customer service.
What is the primary goal of technical support?
Router
What device forwards packets between networks?
Seven
How many layers are in the OSI model?
ping
What tool checks basic device connectivity?
SMTP
What protocol is used to send emails?
Providing feedback and asking clarifying questions.
What is one characteristic of active listening.
Filters incoming and outgoing networking traffic.
What does a firewall do?
Network layer.
Which layer handles routing and IP addressing?
Network configuration details.
What does ipconfig show?
HTTPS
What's the secure version of HTTP?
To track and manage customer interactions.
What's a CRM used for in support?
Assigns IP addresses dynamically.
What does DHCP do?
Establishes, maintains, and terminates connections.
What does the Transport layer do?
traceroute
What tool checks the route packets take?
Translates domain names to IP addresses.
To store solutions to common technical issues.
What's the role of a knowledge base?
2001:0db8:85a3:0000:0000:8a2e:0370:7334
What's the format of an IPv6 address?
Error detection and correction.
What is the function of the Data Link layer?
netstat
What command shows open ports and connections?
Error reporting and diagnostics (e.g., ping)
What is ICMP used for?
Ensures consistent support, reference, and transparency.
Why is documenting all customer interactions important?
Dividing a large networking into smaller networks.
What is subnetting?
Presentation layer.
Which layer is responsible for formatting data for display?
nslookup
What command reveals DNS-related info?
Translates private IPs to public ones for internet use.
What does NAT do?