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Cisco Certified Support Technician (CCST) IT Support Sample Questions:

1. How should internal knowledge base articles be maintained to ensure they provide reliable support for troubleshooting?

A) Regularly remove older articles to prioritize new information
B) Focus solely on hardware issues, as software environments are too variable to document effectively
C) Periodically review and revise articles to reflect current best practices and technological updates
D) Keep all articles indefinitely to maintain a complete historical record

2. An IT support technician receives a call from a user who reports that "nothing is working." What is the first step the technician should take to effectively define the problem?

A) Escalate the issue to a higher-level support team immediately
B) Gather more specific information about what isn't working and any error messages seen
C) Advise the user to check their internet connection
D) Ask the user to restart their computer and call back if the issue persists

3. A support technician needs to instruct a remote user on how to locate the host name of their Windows 10 device using the Command Prompt.
Which of the following commands should the technician advise the user to enter?

A) hostname
B) ipconfig /all
C) netstat -r
D) ping localhost

4. A company wants to ensure that their Google Drive mappings are consistent across multiple user accounts and that all users have appropriate access based on their job roles. Which approach should IT support take to standardize Google Drive access and mappings across the organization?

A) Configure individual Google Drive mappings manually for each user
B) Encourage users to share their login information with each other
C) Implement a third-party tool that syncs Google Drive with Active Directory groups
D) Use Group Policy in Windows to deploy Google Drive configurations

5. An employee reports that they are not receiving any emails. Upon checking, you find that their email inbox is full.
What is the best immediate action to resolve this issue?

A) Upgrade their email server to handle more messages
B) Advise them to stop sending emails until the issue is resolved
C) Delete old or unnecessary emails to free up space
D) Change their email client software

Solutions: