14.2.1.3 Lab – Remote Technician – Fix an Operating System Problem (Answers)

14.2.1.3 Lab – Remote Technician – Fix an Operating System Problem (Answers)

Introduction

In this lab, you will gather data from the customer, and then instruct the customer to fix a computer that does not connect to the network. Document the customer’s problem in the work order below.

Student Technician Sheet

14.2.1.3 Lab - Remote Technician - Fix an Operating System Problem (Answers) 2

Student Customer Sheet

Use the contact information and problem description below to report the following information to a level-two technician:

Contact Information

Company Name: Main Street Stoneworks
Contact: Karin Jones
Company Address: 4252 W. Main St.
Company Phone: 1-888-774-4444

Problem Description

When I came into the office today, I could not get my email. The Internet does not work either. I tried to restart my computer, but that did not help. None of the files that I need are available to me either. It is like someone pulled the plug, but the plug is still there. I need to get some files from my folder that I was working on yesterday. It is very important for me to get my files so that I can send them to my client. I do not know how to get the files or send them because my computer cannot find them. What do I do?

Note: After you have given the level-two tech the problem description, use the Additional Information to answer any follow up questions the technician may ask.

Additional Information

  • Windows 7
  • Computer has not had any new hardware installed recently
  • There is no wireless network available at work
  • Computer detected new hardware at boot-up
  • Computer could not install new hardware

Download 14.2.1.3 Lab – Remote Technician – Fix an Operating System Problem .PDF file:


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