As a support specialist, you've been notified of a malfunctioning departmental multi-function device used for printing and scanning critical documents. The executive team needs important paperwork processed immediately. According to best practice methodology for troubleshooting, what should be your FIRST step?
Swiftly swap out the multi-function device with a replacement unit without looking into maintenance guidelines.
Start by internally examining and attempting to fix the device on your own accord.
Consult the organization's troubleshooting and maintenance guidelines before doing anything.
Power cycle the device repeatedly to attempt a self-resolution prior to escalating the problem.
The correct step is to consult the organization's troubleshooting and maintenance guidelines. This ensures compliance with documented standards, which may include specific handling, reporting, and rectification methods for such issues. Proceeding without this knowledge could violate policy and lead to escalated problems.
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What are troubleshooting and maintenance guidelines?
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What might happen if I don't follow the troubleshooting guidelines?