PC Hardware —

Tutorial 20

  1. Name five ways to stay on top of your profession.

  2. Five ways to stay on top of your profession are to: keep learning; network with others; take advantage of opportunities to connect with your peers through professional groups and trade shows; practice your skills; and read widely.

  3. How and where can you obtain technical support?

  4. The unlimited free technical telephone support that we once took for granted is being replaced by support offered through e-mail and the Web. This means that increasingly we are expected to get the job done without free direct phone support from the original equipment manufacturer (OEM). Technical support is out there, but it must be used wisely to be cost-effective.

  5. What are the four categories of tools used by computer technicians?

  6. Four categories of tools used by computer technicians include hardware toolkit, software toolkit, spare parts, and access to a technical library.

  7. Which files are essential for a software toolkit?

  8. The bare minimum software toolkit should include: ATTRIB.EXE; DEFRAG.EXE; EDIT.COM; EMM386.EXE; EXPAND.COM; FDISK.EXE (.COM); FORMAT.EXE (.COM); HIMEM.SYS; LABEL.COM; MEM.EXE; Memmaker; MSCDEX.EXE; MSD.EXE (.COM); QBASIC.EXE; SCANDISK.EXE; SHARE.EXE; SIZER.EXE; SMARTDRV.EXE; and SYS.COM.

  9. What are the five phases of troubleshooting?

  10. Phase 1 is to define the problem.

    Phase 2 is to identify the cause.

    Phase 3 is to make the repair.

    Phase 4 is to confirm the repair.

    Phase 5 is to document the incident.

  11. How important is record keeping?

  12. Good recordkeeping is essential if you are to become a success at your profession. Recordkeeping is the process by which you keep track of which techniques worked and which did not work. In short, it becomes your experience database. Good records will save you valuable time in the long run.

  13. What are the three levels of technical support?

  14. Level 1 is to provide local support by assigning a knowledgeable person onsite to address minor problems.

    Level 2 is to provide telephone support.

    Level 3 is to provide on-site support.

  15. Why is it important to standardize equipment in large organizations?

  16. Standardization of equipment in large companies reduces the number of spare parts required and simplifies installations.

  17. What are the four stages to follow when you receive a service call?

  18. The four stages of a service call are the greeting, the description, the interview, and the closing.

  19. How would you deal with a difficult client or coworker?

  20. If the individual needs training, ensure that they have information about available courses.

    If the individual is a coworker, speak to the person who supervises them and identify their training needs.

    If the individual is a client, gently suggest that it would be beneficial to obtain specific training.

    Send the client a memo or instruction sheet to follow. Save the instructions for future use.

    Dealing with technophiles (or those who think they are experts) can be a challenge. The best option is to listen carefully and make the individual part of the solution, not part of the problem. Remember, they came to you for help.

    In a corporate setting, form an advanced users group and give participants responsibility for finding solutions to issues. Ask coworkers (or users) who constantly complain about trivial problems to put all complaints in writing. Keep their notes as part of your records.