If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）A、End the call quickly, even if a solution has not been found.B、Ask the caller to call back in a while.C、Put

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第2题：

A technician plugs a USB device into the front panel of a desktop computer and nothing happens.The technician knows that plug-n-play is enabled. Which of the following BEST describes a possible cause to this issue?（）

• A、The technician plugged a USB 2.0 device into a USB 1.1 port.
• B、The technician needs to reboot the computer for the device to work.
• C、The technician plugged a USB 1.1 device into a USB 2.0 port.
• D、The front panel connectors are not plugged into the motherboard.

第3题：

A technician purchases a new 120 GB IDE hard disk to use in an old server as a swap drive. After adding the drive to the server， the technician discovers that the operating system does not detect the drive.   After rebooting the server， the technician notices the drive is missing from POST and comes to the conclusion that the BIOS needs to be updated. The technician downloads the latest version of the BIOS update from the manufacturer website.   Which action should the technician take next？（）

• A、 backup the BIOS configuration to use later
• B、 install the BIOS update from a command prompt
• C、 create a bootable floppy and copy the BIOS update tools to the floppy
• D、 read the manufacturer’s guidelines and recommendations on installing the update

第4题：

A user is attempting to access a website but is getting a ‘Page cannot be displayed’ error. The technician checks the IP address of the computer and sees that it has been assigned 169.254.10.70. Which of the following is the MOST likely cause?（）

• A、The device is located behind a firewall.
• B、The network card is disabled.
• C、The device is not configured for DHCP.
• D、The device cannot locate a DHCP server.

第5题：

A technician installed a new application on a Windows XP desktop. After the application wasinstalled, the technician rebooted the desktop and received a bluescreen error. Which of thefollowing steps should the technician perform?（） (Select TWO).

• A、Boot into Safe Mode
• B、Replace the motherboard
• C、Uninstall the application
• D、Replace the hard drive
• E、Install more RAM

第6题：

A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

• A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
• B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
• C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
• D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

第7题：

A technician is troubleshooting a lack of Internet connectivity affecting their entire office. The technician suspects the issue is with their Internet Service Provider failing to provide service.Which of the following command line tools should the technician use to BEST test this theory？（）

• A、tracert
• B、ipconfig
• C、netstat
• D、nslookup

第8题：

A client asks a technician to add a DVD+R burner to a computer system. The technician does this and successfully tests the drive. Three weeks later， the client calls and says that the burner is no longer working. The technician learns that the drive reads CDs and DVDs， but will no longer burn DVDs. When arriving on site， what is the FIRST action that the technician should take？（）

• A、check for a faulty IDE cable
• B、be sure that the DVD+R is formatted before using it
• C、check for incompatible media
• D、re-install the DVD burning software

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第13题：

A technician needs to manage a switch by using the management port on the back of the switch.Which of the following cables would the technician use?（）

• A、Straight
• B、Console
• C、Crossover
• D、Loopback

第14题：

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）

• A、The technician should always bend at the waist and lift with their arms.
• B、The technician should seek assistance from an available customer.
• C、The technician should always bend at the waist and lift with their back.
• D、The technician should get assistance from another technician.

第15题：

A technician installed a new application on a Windows XP desktop. When the technician tries to launch the application it crashes. Which of the following can the technician use to troubleshoot the application?（）

• A、System logs
• B、Security logs
• C、Application logs
• D、Application installation logs

第16题：

A technician is renaming files on a PC from a command prompt and is currently in the root of driveC: Which of the following commands should the technician use to move to a different directory? （）

• A、CD
• B、DIR
• C、MD
• D、RD

第17题：

A technician needs to find an end of a network cable drop. Which of the following tools would the technician use?（）

• A、Cable tester
• B、Multimeter
• C、Toner probe
• D、Loopback plug

第18题：

A technician notices that the WAP keeps getting a different IP address after it is restarted. Whichof the following is the FIRST step to take to ensure the IP address assigned does not change?（）

• A、Enable MAC filtering
• B、Disable SSID broadcast on the WAP
• C、DNS needs to be disabled
• D、DHCP needs to be disabled

第19题：

The technician notices that one of the wires in a CAT5 cable is cut in half. Which of the followingconnectivity issues did the technician discover?（）

• A、Open pairs
• B、Attenuation
• C、Crosstalk
• D、Interference

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