A technician has been dispatched to investigate an issue where several users in the same aisle
have stated they have had no network connection for over an hour. When the technician gets
there, the network seems to be up and running. Which of the following should the technician do
NEXT?
A.
Ask the users for more information, such as which applications were not functioning.
B.
Power-cycle the switch that the users share to clear out cached DNS records.
C.
Escalate the issue to the network administrator to have their domain credentials reset.
D.
Close and document the service call, as there was no actual issue affecting the users.
Explanation:
Because the system was up and running when the technician reached there, he can ask for
applications that were not working or can ask for more information so that he can isolate the
problem. Power cycling will not help because the system is already up and recycling can wipe out
logs. Escalation will also not help because the system is now up and running. Closing the call will
be unfair because the same instance can occur again.