Answer all 20 questions, then see your score at the end.
1. A laptop connects to Wi-Fi but has no internet access. What should you check?
A. Only the laptop's wallpaper
B. IP settings, gateway, DNS, captive portal, and whether other devices are affected
C. The printer's paper tray
D. The monitor's refresh rate
2. What is the purpose of a wireless access point?
A. Converts a laptop into a printer
B. Provides Wi-Fi connectivity to a network
C. Assigns Windows licenses
D. Encrypts a hard drive by itself
3. What is the purpose of Device Manager?
A. Create database tables
B. Manage DNS zones
C. View and manage hardware devices and their drivers
D. Approve expense reports
4. What does tracert/traceroute help identify?
A. The user's group memberships
B. The amount of free RAM only
C. The network hops toward a destination
D. The age of a hard drive
5. What is account lockout policy designed to help prevent?
A. Disk fragmentation
B. Repeated password guessing and brute-force attempts
C. Printer jams
D. Overheating
6. A monitor says 'No Signal'. What should you check first?
A. Reset the user's password
B. Reinstall the printer driver
C. Change the DNS server
D. Power, selected input, cable connections, and the computer's display output
7. What is a service restart often used for?
A. To recover a service that is stuck or apply an approved change
B. To repair physically broken disks
C. To increase installed CPU cores
D. To replace the backup strategy
8. What does SLA stand for in IT support?
A. System Login Authorization
B. Service Level Agreement
C. Software License Application
D. Secure Link Address
9. What is a rollback plan?
A. A plan for deleting all backups
B. A documented way to return to a previous working state if a change fails
C. A user's password recovery phrase
D. A list of new hires
10. Why should backups be protected from ransomware?
A. Attackers may try to encrypt or delete backups to prevent recovery
B. Backups do not contain data
C. Ransomware only affects monitors
D. Backups automatically block every attack
11. What should a user do if a work phone is lost?
A. Disable the company's device management
B. Wait several weeks before reporting
C. Post the unlock code publicly
D. Report it promptly so approved tracking, lock, or wipe actions can be considered
12. What should you do if a laptop battery appears swollen?
A. Puncture it to release gas
B. Press it flat to fit the case
C. Stop using and charging it, and follow the organization's safe battery handling procedure
D. Keep charging it overnight
13. What does a router generally do?
A. Forwards packets between different IP networks
B. Stores user passwords in a spreadsheet
C. Displays video output
D. Repairs file systems
14. What should you do before restoring files over existing data?
A. Disable audit logging
B. Restore everything without checking
C. Delete the only backup copy
D. Confirm the restore scope and protect any current data that must be retained
15. What does SaaS mean?
A. Server and Application System
B. Storage as a Switch
C. Security at a Site
D. Software as a Service
16. What is the purpose of a restore test?
A. Measures the monitor's colour accuracy
B. Verifies that backed-up data can actually be recovered
C. Changes the user's password
D. Increases network throughput
17. Why is an off-site or isolated backup useful?
A. It guarantees zero data loss
B. It can remain available if the primary site or network is compromised
C. It removes all access-control requirements
D. It eliminates the need for a restore test
18. What should you do after applying a fix?
A. Make unrelated changes
B. Close the ticket without checking
C. Delete all diagnostic evidence
D. Verify service is restored and confirm the result with the user when appropriate
19. What does a switch generally do on a LAN?
A. Scans documents
B. Translates domain names
C. Provides battery backup
D. Forwards Ethernet frames based on MAC addresses
20. What does a clean desk policy aim to protect?
A. Computer cooling fans
B. Sensitive information left on desks or in view
C. Network cable bandwidth
D. The operating system boot order