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. 
B. 
C. 
D. 
E. 
F. 
5.
What is the Nirix WEMiSphere On-Call Support Phone Number (Blackberry)?
A. 
B. 
C. 
D. 
E. 
6.
Please choose the correct IP scheme for Nirix's HQ internal network.
A. 
B. 
C. 
D. 
E. 
F. 
7.
True or False: Ping Latency can be monitored through What's Up Pro
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.
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.
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.
17.
Please choose the correct path to find documentation related to a specific Operations Process.
A. 
B. 
S:\Internal\Operations\Infrastructure
C. 
S:\External\Operations\Infrastructure\Processes
D. 
S:\External\Public\Processes
E. 
S:\External\Operations\Processes
F. 
G. 
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. 
C. 
D. 
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.
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. 
C. 
Exchange System Management
D.