A junior network technician receives a help desk ticket from an end user who is having trouble accessing a web application that was working the previous day.
After talking with the end user and gathering information about the issue, which of the following would be the most likely course of action for the technician to perform NEXT?
A.
Establish a theory of probable cause. B.
Escalate the ticket to a senior technician. C.
Implement the solution. D.
Document the findings and outcomes.
A.
A junior network technician receives a help desk ticket from an end user who is having trouble accessing a web application that was working the previous day.
After talking with the end user and gathering information about the issue, which of the following would be the most likely course of action for the technician to perform NEXT?
A.
Establish a theory of probable cause.
B.
Escalate the ticket to a senior technician.
C.
Implement the solution.
D.
Document the findings and outcomes.
A.
When troubleshooting network issues, it's essential to follow a systematic approach to diagnose and resolve the problem effectively. The question asks for the next course of action for a junior network technician after gathering information about the user's web application issue.
A. Establish a theory of probable cause: This option is the most appropriate next step for the technician. It involves analyzing the information collected to determine what could be causing the problem. The technician should create a list of potential causes, evaluate them against the symptoms, and narrow down the possible causes until they arrive at the most likely one.
B. Escalate the ticket to a senior technician: If the junior technician is not confident in their ability to troubleshoot the issue or cannot identify a probable cause, they may escalate the ticket to a senior technician or supervisor. However, this should not be the first response unless the issue is a severe one or has already been addressed without success.
C. Implement the solution: It's not recommended to implement a solution until the probable cause of the problem has been identified. Applying a fix without knowing the root cause could cause more issues or exacerbate the existing ones.
D. Document the findings and outcomes: Documenting the findings and outcomes is an essential step in the troubleshooting process, but it should be done after the probable cause has been identified and a solution implemented.
In conclusion, the most appropriate next course of action for the junior technician is to establish a theory of probable cause.