14.4.1.4 Lab – Remote Technician – Fix a Hardware Problem Instruction

Lab – Remote Technician – Fix a Hardware Problem

Introduction

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

Work Order

Student Technician Sheet

Company Name:                     JH Travel, Inc.
Contact:                                    Dan Handy
Company Address:                 204 N. Main Street
Company Phone:                    1-866-555-0998

Generating a New Ticket

Category: _____________ Closure Code:    ____N/A ____                Status:   Open
Type:  ____N/A ____                  Escalated: Yes                                  Pending: ____N/A ____
Item: ____N/A ____                                                             Pending Until Date: ____N/A ____
Business Impacting? (Yes / No)      __Yes___
Summary_______________________________________________________
Case ID#: __________47_______                  Connection Type: ____N/A ____
Priority: ___________2 ______                       Environment: ____N/A ____
User Platform: ________________________________

Problem Description:

Problem Solution:

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: JH Travel, Inc.
Contact: Dan Handy
Company Address: 204 N. Main Street
Company Phone: 1-866-555-0998

Problem Description

I work with cars all the time and I know how they work, but I do not know how my computer works. This morning it was pretty slow because I guess more and more people are using those internet travel sites. So, after my morning coffee, I decided to figure out what makes my computer work. I opened the case and just started looking at the different things inside. When I put everything back together, everything seemed to fit, and I didn’t see any leftover parts. Now it does not work at all. It beeps at me all the time.

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 10
  • The computer has no new hardware.
  • The computer has not been moved recently.
  • Except for the beeping, I did not hear any other strange sounds from the computer.
  • I do not smell any electronics burning or see any smoke.
  • The computer looks the same as it did yesterday.

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