Nirix Technology Helpdesk Training Exam

50 Questions | By Claudiov | Updated: Mar 20, 2022 | Attempts: 83

Questions

Settings

Create your own Quiz

A score of 80% or higher is required to pass this exam.

Questions and Answers

1.

What is the MFCMAPI tool? Describe a scenario (in detail) of when we would need to use it and why.
2.

What make of Server/Client Antivirus Software do we use for all Hosted Desktop customers?
3.

Please choose the correct Call Opening Script for all Nirix Helpdesk calls.
- A.
  
  "Thank you for calling Nirix Technology. My name is Jeffrey, can I please have your company name and account number?
- B.
  
  "Thank you for calling Nirix. My name is Jeffrey, can I please start with your company account number?
- C.
  
  "Thank you for calling the Nirix Helpdesk. My name is Jeffrey, can I please have your company name and account number?
- D.
  
  "Thank you for calling the Nirix Helpdesk. My name is Jeffrey, can I please start with your company account number?
4.

Please choose the correct IP scheme for Nirix's Data Centre internal network.
- A.
  
  172.0.254.X
- B.
  
  172.254.30.X
- C.
  
  172.30.254.X
- D.
  
  172.31.0.X
- E.
  
  172.30.0.X
- F.
  
  172.254.0.X
5.

What is the Nirix WEMiSphere On-Call Support Phone Number (Blackberry)?
- A.
  
  780-444-1556
- B.
  
  780-906-1556
- C.
  
  780-408-1890
- D.
  
  780-908-1556
- E.
  
  780-905-1556
6.

Please choose the correct IP scheme for Nirix's HQ internal network.
- A.
  
  172.30.254.X
- B.
  
  172.31.0.X
- C.
  
  172.31.254.X
- D.
  
  172.254.31.X
- E.
  
  172.30.0.X
- F.
  
  172.0.31.X
7.

True or False: Ping Latency can be monitored through What's Up Pro
- A.
  
  True
- B.
  
  False
8.

What is the FIRST thing you must do when after installing an application or making any system configuration changes requires a server reboot on a Shared Hosting server?
9.

True or False: Nirix configures a VPN between the Data Centre and a customer's office to have the ability to transfer files to and from the Data Centre and the customer's office.
- A.
  
  True
- B.
  
  False
10.

Name THREE types of monitors we use for servers in What's Up Pro
11.

True or False: Nirix is able to provide "10 minutes best effort' support for an out-of-scope issue for a Hosted Desktop Enhanced or Premium user.
- A.
  
  True
- B.
  
  False
12.

What is the FULL URL for the WEMiSphere Support Portal?
13.

Describe the process of how to start a user rebuild for a Hosted Backup customer, and why do we do it?
14.

Name 2 advantages a customer will receive if they chose Hosted Desktop Premium over Hosted Desktop Enhanced.
15.

Name 3 troubleshooting steps you would perform in the following scenario:Jane Doe has called in stating that multiple users are complaining that they are unable to send/receive emails (no error message is shown to the users)
16.

True or False: If one of the OBS servers are down, you can advise the Hosted Backup customer to point his backup agent directly to the alternate OBS server to get a temporary backup working until the issue is resolved with the effected OBS server.
- A.
  
  True
- B.
  
  False
17.

Please choose the correct path to find documentation related to a specific Operations Process.
- A.
  
  S:\External\Operations
- B.
  
  S:\Internal\Operations\Infrastructure
- C.
  
  S:\External\Operations\Infrastructure\Processes
- D.
  
  S:\External\Public\Processes
- E.
  
  S:\External\Operations\Processes
- F.
  
  S:\External\Clients
- G.
  
  S:\External\Processes
18.

If the a Hosted Desktop customer calls in saying he would like to delete a Hosting user account, and create a new Hosting user account for a new employee, what is the process the customer must follow in order for Nirix to proceed with this request?
19.

If a Hosted Desktop customer calls in saying that his keyboard is physically broken on his laptop, what piece of information is he/she required to provide to Nirix in order for us to verify if the PC is supported or not under their Hosted Desktop contract?
- A.
  
  Nirix Support Asset Tag Number
- B.
  
  Nirix Support Number
- C.
  
  Nirix Service Tag Number
- D.
  
  Nirix Support Tag Number
- E.
  
  Device Make, Model, and Serial Number
20.

True or False: Customer Care Pack Incidents cannot be carried over from the previous year if they are unused.
- A.
  
  True
- B.
  
  False
21.

Please describe the role of the Hosted Backup RDR.
22.

Please describe the process of how to escalate a WEMiSphere Support Call.
23.

Please describe what a Nirix Channel Partner is.
24.

Please select the correct FULL ADDRESS to Nirix's internal OWA site.
- A.
  
  Https://webmail.nirixhosted.com/owa
- B.
  
  Https://webmail.nirixtech.com/exchange
- C.
  
  Https://webmail.nirix.com/owa
- D.
  
  Https://webmail.nirix.com/exchange
25.

What does ESM stand for?
- A.
  
  Exchange Server Management
- B.
  
  Exchange Server Manager
- C.
  
  Exchange System Management
- D.
  
  Exchange System Manager