A technician has purchased a new surge protector to protect equipment in the production environment. The surge protector’s features safeguard the connected
equipment by directing surges to the:

A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the
customer’s issue?

A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been
resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the
technician do once the problem has been escalated?

A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that
this is not the case. Which of the following is the BEST course of action for the technician?

Which of the following explains why it is important to secure Personally Identifiable Information (PII)?

In preparation for an operating system upgrade, a technician is tasked with installing additional memory modules in a computer. Which of the following safety steps
should be performed FIRST?

Which of the following is the BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a
corporate environment?

A technician suspects that a computer issue is caused by a failed NIC. Following the troubleshooting theory, which of the following is the NEXT step the technician
should take?

Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery drains faster than normal and she has poor cellular
reception. Which of the following is the reason for the fast battery drain?

Joe, a user, has connected a tablet to his personal mobile hotspot device in a public location for Internet access. The device display indicates there are two
connections instead of just one. Which of the following actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).