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Cisco 100-140 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Job Roles: This section evaluates an IT Support Technician’s ability to use remote access tools (such as Remote Desktop, Cisco Webex, and TeamViewer) to assist users and perform support activities. It also includes utilizing troubleshooting tools and resources, such as AI research, search engines, technical forums, and knowledge bases, while being aware of ethical, privacy, and security considerations related to AI and other technologies.
Topic 2
  • Common Threats and Prevention: This domain measures the knowledge of an IT Security Support Technician and covers recognizing end-user security threats including phishing, malware, and unauthorized access attempts. It emphasizes basic investigation steps, helping users run malware scans, promoting strong password practices, understanding social engineering tactics targeting help desk roles, and the importance of company policies and confidentiality guidelines to protect sensitive data.
Topic 3
  • Hardware Uses: This domain targets a Desktop Support Technician and focuses on following basic safety procedures related to electrical shock, ESD, and fire hazards. It involves assisting users in locating information about devices including hardware specs and network details using Windows and macOS tools. It covers identifying and understanding various ports and cables, installing and upgrading desktop components like RAM and storage, and troubleshooting common hardware issues while managing driver and firmware updates.

Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q54-Q59):

NEW QUESTION # 54
A user reports that their MacBook Pro's Wi-Fi speed seems slower than usual. To assist in diagnosing potential issues, which command should the IT support technician instruct the user to run in the Terminal to check the MTU (Maximum Transmission Unit) size of their Wi-Fi interface?

Answer: C

Explanation:
Correct Answer. B. ifconfig en1 ifconfig en1 (assuming en1 is the Wi-Fi interface, which is commonly the case on many Macs) displays detailed configuration data for the Wi-Fi interface, including the MTU size. Knowing the MTU size can help diagnose issues with packet transmission which might affect internet speed.
Option A is incorrect because ifconfig en0 mtu would incorrectly assume en0 (typically Ethernet) is the Wi-Fi interface and does not specifically list the MTU.
Option C is incorrect because while it attempts to display the MTU for en1, ifconfig en1 mtu is not the correct syntax to show only the MTU setting.
Option D is incorrect because ifconfig | grep mtu would list MTU sizes for all interfaces, which might confuse the user without specifying which is for Wi-Fi.


NEW QUESTION # 55
What should a help desk technician do first if they receive an unexpected call from someone claiming to be an executive requesting immediate access to sensitive information?

Answer: C

Explanation:
Correct Answer. B. Verify the caller's identity through known internal channels before proceeding Verifying the caller's identity through direct, trusted company channels is crucial to prevent potential social engineering where an attacker might impersonate a company executive.
Option A is incorrect because providing sensitive information without verification is risky and violates standard security protocols.
Option C is incorrect because sending an email does not verify the identity of the requester and may still allow social engineering tactics to succeed.
Option D is incorrect because simply hanging up could potentially disregard a legitimate request and fails to confirm or deny the authenticity of the call.


NEW QUESTION # 56
A user reports that their smartphone is running very slowly and apps are crashing. What is the first step you should recommend to address this issue?

Answer: B

Explanation:
Correct Answer. B. Restart the phone Restarting the phone can often resolve issues with slow performance and app crashes by clearing temporary files and freeing up system resources without deleting personal data or apps.
Option A is incorrect because a factory reset is too drastic for a first step as it erases all user data Option C is incorrect as deleting all installed apps is unnecessary and could lead to data loss Option D is incorrect because while important, an operating system update should follow simpler troubleshooting steps like a restart if those do not resolve the issue


NEW QUESTION # 57
Which characteristic of an email should raise suspicion and suggest it might be a phishing attempt?

Answer: A

Explanation:
Correct Answer. C. Poor grammar and spelling errors Phishing emails often contain poor grammar and spelling errors because they may be hastily put together by attackers who do not speak the language fluently or who overlook details in their rush to send out mass emails.
Option A is incorrect because a formal greeting can be a normal part of legitimate emails.
Option B is incorrect because high-quality branding can also be replicated by sophisticated phishers to appear legitimate.
Option D is incorrect because while offers can be used in phishing, a standard discount by itself is not a typical phishing indicator without other suspicious elements.


NEW QUESTION # 58
A database server is being set up to handle large volumes of transactions and queries. Which RAM configuration is most appropriate to optimize performance?

Answer: D

Explanation:
Correct Answer. C. 64 GB of DDR4 RAM For a database server handling large volumes of transactions and queries, 64 GB of DDR4 RAM is optimal as it provides a high capacity with faster speeds and improved energy efficiency compared to DDR3.
Option A is incorrect because 16 GB of DDR3 RAM may be insufficient for handling large volumes of database transactions and queries efficiently.
Option B is incorrect because 32 GB of DDR3 RAM, although an improvement, still lacks the speed and capacity benefits of DDR4 technology.
Option D is incorrect because although 128 GB of DDR4 RAM offers very high capacity, it may be overkill for many setups and not cost-effective unless specifically required by the server workload.


NEW QUESTION # 59
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