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Technical Support Fundamentals

Here’s a set of  MCQs with answers covering the “Technical Support Fundamentals” module of the Google IT Support Professional Certificate. These questions cover topics such as IT concepts, hardware, software, networking, troubleshooting, and customer service.

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Technical Support Fundamentals

1. Introduction to IT

  1. What does IT stand for?
    a) Internet Technology
    b) Information Technology
    c) Innovative Technology
    d) Integrated Technology
    Answer: b) Information Technology
  2. Which of the following is a primary role of IT support?
    a) Coding applications
    b) Assembling hardware
    c) Solving technical problems for users
    d) Conducting research
    Answer: c) Solving technical problems for users
  3. Which is NOT a category of IT?
    a) Hardware
    b) Software
    c) Networking
    d) Architecture
    Answer: d) Architecture
  4. What does an IT support specialist do?
    a) Writes complex algorithms
    b) Develops operating systems
    c) Maintains, installs, and troubleshoots IT systems
    d) Sells software products
    Answer: c) Maintains, installs, and troubleshoots IT systems

2. Computer Hardware

  1. What does CPU stand for?
    a) Central Processing Unit
    b) Computer Processing Unit
    c) Core Processing Unit
    d) Central Power Unit
    Answer: a) Central Processing Unit
  2. What component is considered the “brain” of the computer?
    a) RAM
    b) CPU
    c) GPU
    d) SSD
    Answer: b) CPU
  3. What type of memory is volatile?
    a) RAM
    b) SSD
    c) HDD
    d) ROM
    Answer: a) RAM
  4. Which hardware component is responsible for long-term storage?
    a) RAM
    b) Motherboard
    c) Hard Drive
    d) CPU
    Answer: c) Hard Drive
  5. Which component connects the CPU to other parts of the computer?
    a) Hard drive
    b) Power supply
    c) Motherboard
    d) GPU
    Answer: c) Motherboard
  6. What is the function of the power supply unit (PSU)?
    a) Execute programs
    b) Convert electrical power for the computer
    c) Store user data
    d) Connect peripheral devices
    Answer: b) Convert electrical power for the computer

3. Networking Basics

  1. What does DNS stand for?
    a) Data Network Service
    b) Domain Name System
    c) Digital Name Server
    d) Dynamic Network System
    Answer: b) Domain Name System
  2. What is the function of a router in a network?
    a) Store data packets
    b) Connect multiple devices in a local network
    c) Direct data packets between networks
    d) Convert data formats
    Answer: c) Direct data packets between networks
  3. What is an IP address?
    a) A physical address of a computer
    b) A unique identifier for devices on a network
    c) A type of storage format
    d) A software program
    Answer: b) A unique identifier for devices on a network
  4. What is the purpose of a MAC address?
    a) Identify a device in a local network
    b) Translate domain names
    c) Act as a public IP address
    d) Encrypt network traffic
    Answer: a) Identify a device in a local network
  5. What does VPN stand for?
    a) Virtual Public Network
    b) Virtual Private Network
    c) Verified Public Node
    d) Virtual Processing Network
    Answer: b) Virtual Private Network

4. Operating Systems

  1. What is the primary function of an operating system (OS)?
    a) Convert files into code
    b) Run software directly on hardware
    c) Manage hardware and software resources
    d) Enhance internet speed
    Answer: c) Manage hardware and software resources
  2. Which of these is NOT an operating system?
    a) Windows
    b) macOS
    c) Python
    d) Linux
    Answer: c) Python
  3. What is a command-line interface (CLI)?
    a) A graphical user interface
    b) A method of interacting with the computer via typed commands
    c) An error logging tool
    d) A shortcut tool for software
    Answer: b) A method of interacting with the computer via typed commands
  4. What command is used to list files in a Linux directory?
    a) list
    b) dir
    c) ls
    d) show
    Answer: c) ls
  5. Which OS is open-source and widely used on servers?
    a) macOS
    b) Windows
    c) Linux
    d) Android
    Answer: c) Linux

5. Troubleshooting Fundamentals

  1. What is the first step in troubleshooting?
    a) Fix the issue
    b) Escalate the problem
    c) Identify the problem
    d) Document the solution
    Answer: c) Identify the problem
  2. Why is documentation important in IT support?
    a) To reduce call times
    b) To create a knowledge base for future troubleshooting
    c) To communicate with vendors
    d) To satisfy legal requirements
    Answer: b) To create a knowledge base for future troubleshooting
  3. What is escalation in troubleshooting?
    a) Simplifying the issue
    b) Transferring the problem to a higher support tier
    c) Resolving the issue
    d) Closing the ticket
    Answer: b) Transferring the problem to a higher support tier
  4. What does a “reboot” solve in most cases?
    a) Network hardware failure
    b) Temporary software glitches
    c) Power supply issues
    d) Permanent data loss
    Answer: b) Temporary software glitches
  5. What is a common reason for application crashes?
    a) Hardware overheating
    b) Lack of storage space
    c) Software bugs or incompatible updates
    d) Weak internet connection
    Answer: c) Software bugs or incompatible updates

6. Computer Hardware

  1. Which type of storage is typically faster?
    a) HDD
    b) SSD
    c) CD-ROM
    d) USB flash drive
    Answer: b) SSD
  2. What is the function of the GPU?
    a) Process graphics and images
    b) Manage power supply
    c) Control network traffic
    d) Execute operating system commands
    Answer: a) Process graphics and images
  3. What does BIOS stand for?
    a) Basic Internal Operating System
    b) Basic Input/Output System
    c) Binary Input/Output Software
    d) Basic Information Operating Software
    Answer: b) Basic Input/Output System
  4. What does RAM stand for?
    a) Random Access Memory
    b) Read Access Memory
    c) Random Array Module
    d) Read Array Memory
    Answer: a) Random Access Memory
  5. Which device connects peripherals to a computer?
    a) Power supply
    b) Motherboard
    c) USB hub
    d) Hard drive
    Answer: c) USB hub
  6. What is the purpose of a heat sink in a computer?
    a) Cool the CPU and other components
    b) Power the GPU
    c) Store system logs
    d) Reduce noise in hardware
    Answer: a) Cool the CPU and other components
  7. What is the term for combining multiple hard drives into one system?
    a) RAID
    b) SSD
    c) BIOS
    d) CLI
    Answer: a) RAID
  8. Which of these is an example of input hardware?
    a) Monitor
    b) Printer
    c) Mouse
    d) Speaker
    Answer: c) Mouse
  9. What is the smallest unit of data in a computer?
    a) Byte
    b) Bit
    c) Kilobyte
    d) Megabyte
    Answer: b) Bit
  10. Which unit measures CPU speed?
    a) Hertz (Hz)
    b) Bits per second
    c) Bytes
    d) Watts
    Answer: a) Hertz (Hz)

7. Networking Basics (Continued)

  1. What protocol is used for browsing websites?
    a) HTTP
    b) FTP
    c) SMTP
    d) SNMP
    Answer: a) HTTP
  2. What does LAN stand for?
    a) Local Access Network
    b) Local Area Network
    c) Limited Area Network
    d) Linked Access Node
    Answer: b) Local Area Network
  3. What device is used to provide wireless internet connectivity?
    a) Modem
    b) Router
    c) Access point
    d) Switch
    Answer: c) Access point
  4. Which layer of the OSI model is responsible for routing?
    a) Physical
    b) Data Link
    c) Network
    d) Transport
    Answer: c) Network
  5. What is a common subnet mask for a Class C network?
    a) 255.0.0.0
    b) 255.255.0.0
    c) 255.255.255.0
    d) 255.255.255.255
    Answer: c) 255.255.255.0
  6. Which protocol is used for email transmission?
    a) FTP
    b) HTTP
    c) SMTP
    d) SSH
    Answer: c) SMTP
  7. What does the ping command test?
    a) File transfer speed
    b) Packet loss and network connectivity
    c) Bandwidth usage
    d) Security vulnerabilities
    Answer: b) Packet loss and network connectivity
  8. What is the function of a firewall in networking?
    a) Boost internet speed
    b) Prevent unauthorized access to a network
    c) Manage IP addresses
    d) Resolve DNS queries
    Answer: b) Prevent unauthorized access to a network
  9. What type of cable is commonly used in wired networks?
    a) Fiber-optic cable
    b) Coaxial cable
    c) Ethernet cable
    d) Serial cable
    Answer: c) Ethernet cable
  10. What is the default port for HTTP traffic?
    a) 20
    b) 80
    c) 443
    d) 25
    Answer: b) 80

8. Troubleshooting and Customer Support (Continued)

    1. What is the last step in the troubleshooting process?
      a) Resolve the issue
      b) Document the solution
      c) Test the solution
      d) Close the ticket
      Answer: b) Document the solution
    2. Which tool is commonly used to check network issues?
      a) Ping
      b) FTP
      c) BIOS
      d) RAID
      Answer: a) Ping
    3. What is a “loopback” test?
      a) Testing a local network device
      b) Testing a computer’s network adapter internally
      c) Measuring internet speed
      d) Diagnosing server issues
      Answer: b) Testing a computer’s network adapter internally
    4. What is the purpose of a help desk ticketing system?
      a) Track, manage, and resolve user issues
      b) Record network activity logs
      c) Diagnose software bugs
      d) Create security reports
      Answer: a) Track, manage, and resolve user issues
    5. What is the key benefit of escalation?
      a) Faster ticket resolution
      b) Handing over unresolved issues to higher support tiers
      c) Avoiding user follow-ups
      d) Closing tickets prematurely
      Answer: b) Handing over unresolved issues to higher support tiers
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