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?
Troubleshoot the network outage yourself before considering escalation.
Send an email to users experiencing the problem and ask for more details.
Escalate the issue to a Level 2 or higher technician with documentation on the impact.
Document the issue and wait for further instructions from a higher level.
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.
Why is escalating to a Level 2 or higher technician the best course of action for a critical network outage?
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What should be included in the documentation when escalating the network outage?
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Why is it not advisable for a Level 1 technician to troubleshoot critical issues before escalation?