Level 1 exam — IT & Systems

Exam — fresh questions

12 questions to validate workstation & user support with Sofiane, a support technician in an SME distributor in Algiers: installing a Windows workstation, troubleshooting methodically, managing tickets, tracking licences and communicating well.
Answer everything, then click Check: your score and explanations will appear.

1.1 · Recall

1. Which steps lead from an installation drive to a Windows workstation ready for use?

Media, partition, accounts and network, updates, drivers Drivers, updates, network, partition, bootable media Accounts, drivers, media, network, Windows update Partition, drivers, media, updates, network account

The installation flow is always the same: bootable media → partition and copy → accounts and network → Windows Update → drivers and software.

1.1 · Application

2. Sofiane must deliver five identical new workstations to a department. Which approach is recommended?

Install then configure each machine separately by hand Configure a master workstation then deploy a reference image Deliver the new machines and let the user finish the setup Wait for each user to install Windows themselves

For a fleet, you configure a master workstation once, capture a reference image and deploy it, then customise (name, user).

1.2 · Recall

3. In what order do you run an effective troubleshooting method?

Fix, isolate, reproduce, document, test the hypothesis Test, fix, reproduce, document, isolate the cause Reproduce, isolate, test a hypothesis, fix, document Document, fix, test, isolate, reproduce the symptom

The method is repeatable: reproduce the problem, isolate (hardware or software), form and test a hypothesis, fix, then document.

1.2 · Application

4. A user's PC no longer connects to Wi-Fi while the other workstations do. What does Sofiane do first?

He restarts the whole company's Internet box He reinstalls Windows on the workstation concerned He changes provider to restore the connection He targets the workstation: Wi-Fi driver or profile

Since the other workstations work, the problem is local: you isolate and target the workstation (Wi-Fi driver, network profile) rather than the box.

1.3 · Recall

5. What path does a ticket follow, end to end, in an ITSM tool?

Receipt, qualification, diagnosis, resolution, closure Qualification, closure, receipt, diagnosis, resolution Closure, resolution, diagnosis, qualification, receipt Diagnosis, receipt, closure, resolution, qualification

A ticket always follows the same cycle: receipt, qualification and priority, diagnosis, resolution (or escalation), then closure with follow-up.

1.3 · Application

6. Three requests arrive at 9 a.m. at support. Which does Sofiane handle first?

Installing software "someday, when he has time" The accounting share inaccessible to a whole team A user who wants to change their wallpaper colour A usage question that can wait until the end of the week

Priority = impact × urgency: an incident blocking a whole team (high impact) comes before a non-urgent individual request.

1.3 · Arbitration

7. A ticket goes beyond Sofiane's scope and touches sensitive infrastructure. What does he do?

He struggles alone until he finds a solution at all costs He closes the ticket so as not to block his queue He qualifies then escalates to Tier 2/3 with the useful details He waits for the user to call back to report it to Tier 2

As soon as a ticket goes beyond Tier 1's scope or reasonable time, you escalate it well qualified: struggling blocks the user for longer.

1.4 · Recall

8. How do you tell software, a licence and a driver apart?

The three words mean the same thing in computing, without nuance The licence is the program, the driver is the right of use The driver is a program, the licence is a hardware component The software is the program, the licence the right, the driver the hardware link

Software = the program; licence = the right to use it with its conditions; driver = the software that makes the hardware talk to the OS.

1.4 · Arbitration

9. Sofiane's SME has 12 Office licences for 20 equipped workstations. What is the right reflex?

Regularise: buy more, uninstall or reassign the excess workstations Do nothing: owning the software is enough, the number hardly matters Ignore the issue as long as no audit has been announced by the publisher Delete the installation evidence to stay discreet during the audit

8 under-licensed workstations = non-compliant, with a risk during an audit. Compliance comes through an up-to-date inventory and a regularisation (buy more, uninstall or reassign).

1.5 · Application

10. A user writes to Sofiane: "Internet doesn't work, do something!". What reaction?

He immediately restarts the company network router He rephrases: "You can no longer open your emails, is that right?" He answers: "The problem comes from the TCP/IP layer of the stack" He closes the ticket telling them to try again later

The initial request ("Internet doesn't work") often hides another need (the mail service): rephrasing validates the real problem before acting.

1.5 · Arbitration

11. Sofiane doesn't have a solution yet but the user is waiting. What does he favour?

Silence: he only communicates once he has fixed the problem A blunt refusal: the problem isn't planned, there's nothing to do A clear status: "I'm looking into it, I'll get back to you before noon" An answer in technical jargon to show he masters the subject

A user copes better with waiting than with silence: giving a status with a deadline sustains trust, even without an immediate solution.

1.2 · Arbitration

12. Sofiane hesitates: conclude "it's hardware" or keep isolating. Which criterion decides?

He concludes "hardware" as soon as a noise is heard in the workstation He concludes "hardware" because the user says so themselves He concludes "hardware" to close his current ticket faster He tests another account, cable or Safe Mode before concluding

You isolate before concluding: if the problem disappears when changing hardware it is hardware; if it follows the account, it is software.

What's next?

Score ≥ 80%: you have mastered workstation & user support — move on to Level 2 (networks & connectivity) with Sofiane.
Score between 50% and 80%: revisit the sections you failed (1.1 Windows, 1.2 troubleshooting, 1.3 tickets, 1.4 licences, 1.5 communication), reread the course then retake the test.
Score < 50%: reread the whole of level 1 while applying each 48h challenge (ready workstation, Wi-Fi diagnosis, ticket prioritisation, licence inventory, rephrasing) before trying again.
And then? Keep Sofiane's "ready workstation" checklist and troubleshooting method: level 2 plugs them into the SME's network.