scenario based course careers

A user reports they can't log in to their workstation because their password expired while they were on leave. What steps should be taken in Active Directory?

Reset the user’s password in Active Directory, communicate the new temporary password to the user, and ensure they change it upon next login.

A user is unable to access a shared drive they previously had access to. What steps should you take?

Check the user's permissions on the shared drive, confirm with admin if access should be granted, restore permissions if needed, and ensure the account is not locked or disabled.

How do you prioritize tickets in a help desk system?

Prioritize based on business impact and urgency. Typical categories: High (affects critical operations), Normal (moderate impact), Low (minor inconvenience). SLA determines response time.

A customer calls stating they are receiving an error opening corporate email and your usual coworker is on vacation. How should you handle it?

Take ownership of the ticket, gather details on the error and previous troubleshooting, attempt resolution, keep the customer updated, and escalate if unresolved.

You are troubleshooting network connectivity; user can browse the Internet but cannot reach Server-A that was recently moved. Which command likely resolves the issue?

Run ipconfig /flushdns to clear old DNS records and resolve the new IP address of Server-A.

On your first day, you feel overwhelmed by unfamiliar systems. How do you bridge the knowledge gap?

Observe, ask questions, use documentation, shadow experienced staff, take notes, and follow up with hands-on practice to learn systems progressively.

A user asks you to fix an issue you don’t know yet. How do you proceed?

Be honest about unfamiliarity, reassure the user you have resources and a knowledgeable team, research the issue, and follow up with a solution.

An on-site user is traveling abroad and needs continued access to corporate resources. Best solution?

Provide a company-issued laptop pre-configured with a VPN client for secure remote access to internal resources.

You receive multiple tickets: Accounting (workarounds), CEO (iPad slow), CFO (malware exfiltration), and Sales (locked out). Which do you address first?

Address the CFO’s malware issue first, as it has highest business and security impact.

A high-priority ticket is in progress when your manager asks you to help with the IT Director's slow iPad. How do you proceed?

Inform manager of the high-priority ticket, confirm which task to prioritize, follow instructions, and ensure high-priority ticket is escalated or tracked if delayed.

A user has an APIPA IP (169.254.x.x) and cannot browse the Internet. DHCP server is fine. Likely cause?

Network device issue: a switch or router is malfunctioning or not forwarding DHCP traffic properly.

A ticket is submitted as High priority under SLA. What is an example of SLA response expectation?

Example: SEV-A, response within 1 hour, 24/7 for critical issues. SLA links ticket priority to expected response and resolution times.

A cloud support engineer has no updates for a Fortune 50 customer after 24 hours. What should you do?

Reach out to the customer to update them that work is ongoing, maintaining communication and transparency, even if no resolution yet.

You need to choose between 2TB HDD or 1TB SSD for 2000 desktops, focusing on overall performance under budget. Which do you choose?

Choose 1TB SSD to optimize performance despite higher cost and lower storage, as speed is prioritized.

A user cannot connect remotely to internal resources using personal devices on public Wi-Fi. What is the secure solution?

Provide a company-issued laptop with a VPN client for secure access to the corporate network.

A first-day help desk scenario: user describes a problem with an unfamiliar system. How do you respond?

Communicate familiarity with the system, explain you will research the issue with team resources, and follow up with a solution.

A user is locked out of Active Directory and needs access for critical payroll. How do you handle it?

Prioritize based on business impact; for payroll, immediately reset account or escalate to ensure payroll processing is not delayed.

A user reports a corporate file share is inaccessible. How do you troubleshoot?

Check user permissions, verify account status, check server availability, and confirm network connectivity before escalating.

A user cannot access an internal server after IP change. What troubleshooting steps do you take?

Flush DNS cache, verify new IP address of the server, update any relevant hosts or shortcuts, and confirm network routing.

You receive tickets from multiple users unable to browse Internet with APIPA addresses. How do you resolve?

Investigate network devices, confirm DHCP server availability, check switch/router forwarding, and restore proper DHCP connectivity.

A user receives malware warnings on their laptop sending data externally. How should you respond?

Isolate the system from the network, follow incident response procedures, scan and remove malware, report to security team, and restore user safely.

A user’s virtual machine in Azure is no longer needed after lab work. What should you do?

Delete the VM and resource group to stop accruing costs and prevent unnecessary resource consumption.

A cloud customer’s VM requires multiple OS testing environments. Advantage of using VMs?

Virtual Machines allow running multiple OSes on one host, save hardware costs, and provide easily deployable test environments.

You are deciding on hardware refresh: 750GB HDD vs 500GB SSD, SSD is $100 more. Choice?

Choose the 500GB SSD to optimize overall system performance; speed outweighs extra storage.