You are a Level 1 technician and receive a support ticket indicating that multiple users are experiencing a network outage affecting critical business operations. What is the BEST immediate course of action?
You selected this option
Troubleshoot the network outage yourself before considering escalation.
You selected this option
Document the issue and wait for further instructions from a higher level.
You selected this option
Send an email to users experiencing the problem and ask for more details.
You selected this option
Escalate the issue to a Level 2 or higher technician with documentation on the impact.
In situations where an issue affects critical business operations, it is best to escalate the problem to a higher support level or specialized team. Prompt escalation ensures that the issue is addressed swiftly by those who have the expertise and authority to resolve significant network problems. Documenting is important but secondary to taking action in such critical scenarios. Trying to solve it yourself could delay the resolution.
Ask Bash
Bash is our AI bot, trained to help you pass your exam. AI Generated Content may display inaccurate information, always double-check anything important.
What does it mean to escalate an issue in IT support?
Open an interactive chat with Bash
Why is documentation important when escalating a support ticket?
Open an interactive chat with Bash
What could be the consequences of not escalating a network outage promptly?