Nirix Technology Helpdesk Training Exam

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Nirix Technology Helpdesk Training Exam - 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?

    Correct Answer
    C. "Thank you for calling the Nirix Helpdesk. My name is Jeffrey, can I please have your company name and account number?
    Explanation
    The correct answer is "Thank you for calling the Nirix Helpdesk. My name is Jeffrey, can I please have your company name and account number?" because it includes the appropriate greeting for the Nirix Helpdesk and asks for the necessary information (company name and account number) to assist the caller.

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  • 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

    Correct Answer
    C. 172.30.254.X
    Explanation
    The correct IP scheme for Nirix's Data Centre internal network is 172.30.254.X. This is because it falls within the private IP address range of 172.16.0.0 - 172.31.255.255, which is designated for use in private networks. The other options either fall outside of this range or have numbers that are not within the valid range for a subnet.

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  • 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

    Correct Answer
    B. 780-906-1556
    Explanation
    The correct answer is 780-906-1556.

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  • 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

    Correct Answer
    B. 172.31.0.X
    Explanation
    The correct IP scheme for Nirix's HQ internal network is 172.31.0.X. This is because it falls within the private IP address range specified by RFC 1918 for Class B networks. The first octet is 172, which is within the range of 172.16.0.0 to 172.31.255.255. The second octet is 31, which can be any value between 0 and 255. The third octet is 0, indicating that it is the network identifier, and the fourth octet can be any value between 0 and 255, representing host addresses on the network.

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  • 7. 

    True or False: Ping Latency can be monitored through What's Up Pro

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Ping latency can be monitored through What's Up Pro. This means that the software has the capability to measure and track the time it takes for a ping request to reach its destination and receive a response. By monitoring ping latency, network administrators can assess the performance and responsiveness of their network connections.

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  • 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

    Correct Answer
    B. False
    Explanation
    Nirix does not configure a VPN between the Data Centre and a customer's office to transfer files.

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  • 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

    Correct Answer
    B. False
    Explanation
    Nirix is not able to provide "10 minutes best effort" support for an out-of-scope issue for a Hosted Desktop Enhanced or Premium user. This means that if the issue falls outside of the scope of their support, they will not be able to provide the promised support within the specified time frame.

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  • 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

    Correct Answer
    B. False
    Explanation
    If one of the OBS servers is down, advising the Hosted Backup customer to point his backup agent directly to the alternate OBS server will not work. The backup agent is designed to work with a specific OBS server and cannot be redirected to another server without reconfiguration. Therefore, the statement is false.

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  • 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

    Correct Answer
    E. S:\External\Operations\Processes
    Explanation
    The correct path to find documentation related to a specific Operations Process is S:\External\Operations\Processes. This path is the most direct and specific location that includes both the "Operations" and "Processes" folders. The other paths either do not include the "Operations" folder or include additional folders that are not relevant to finding documentation for Operations Processes.

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  • 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

    Correct Answer
    D. Nirix Support Tag Number
    Explanation
    The customer is required to provide the Nirix Support Tag Number in order for Nirix to verify if the PC is supported or not under their Hosted Desktop contract.

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  • 20. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Customer Care Pack Incidents are a type of support or service provided by Customer Care Pack Inc. These incidents are typically purchased for a specific period, such as a year. If these incidents are not used within that period, they cannot be carried over to the next year. Therefore, the statement is true.

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  • 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

    Correct Answer
    D. Https://webmail.nirix.com/exchange
    Explanation
    The correct answer is https://webmail.nirix.com/exchange because it is the only option that includes the correct domain name (nirix.com) and the correct path to the internal OWA site (/exchange). The other options either have incorrect domain names or incorrect paths.

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  • 25. 

    What does ESM stand for?

    • A.

      Exchange Server Management

    • B.

      Exchange Server Manager

    • C.

      Exchange System Management

    • D.

      Exchange System Manager

    Correct Answer
    D. Exchange System Manager
    Explanation
    ESM stands for Exchange System Manager. This is a management tool used for managing Microsoft Exchange Server. It allows administrators to manage various aspects of the Exchange Server environment, such as mailboxes, public folders, connectors, and administrative groups.

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  • 26. 

    List the mailbox sizes that come standard with each of the following editions of Hosted Desktop:Hosted Desktop BasicHosted Desktop EnhancedHosted Desktop Premium

  • 27. 

    Describe at least TWO benefits of having Hosted Backup Enterprise Edition over Hosted Backup Commercial Edition.

  • 28. 

    Describe at least THREE troubleshooting steps you would perform with the customer in the following scenario:2:00AM...The WEMiSphere On-Call Support Phone (Blackberry) begins to alert you that the URL's www.wem.ca and www.mallofamerica.com are both detected down for the past 5 minutes (all monitors in What's Up Pro are detected down for each URL)

  • 29. 

    What manufacturer of Server Equipment (Servers, Workstations, Laptops, etc...) does Nirix standardize on? (Please choose all that apply)

    • A.

      HP

    • B.

      Cisco

    • C.

      Dell

    • D.

      Toshiba

    • E.

      Samsung

    • F.

      EqualLaqic

    Correct Answer
    C. Dell
    Explanation
    Nirix standardizes on Dell as the manufacturer of their server equipment. This means that they primarily use Dell servers, workstations, laptops, and other related equipment in their operations.

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  • 30. 

    True or False: The first point of escalation for WEM URL issues is submitting a "Support Request" through the WEMiSphere Support Portal.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The first point of escalation for WEM URL issues is not submitting a "Support Request" through the WEMiSphere Support Portal.

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  • 31. 

    What is the first point of escalation for WEM URL issues?

  • 32. 

    Select which editions of Hosted Desktop come with new PC's during the deploymen (choose all that apply)

    • A.

      Hosted Desktop Basic

    • B.

      Hosted Desktop Enhanced

    • C.

      Hosted Desktop Premier

    • D.

      Hosted Desktop Pro

    Correct Answer
    B. Hosted Desktop Enhanced
    Explanation
    Hosted Desktop Enhanced is the correct answer because it is one of the editions that come with new PC's during the deployment. The other editions mentioned, Hosted Desktop Basic, Hosted Desktop Premier, and Hosted Desktop Pro, are not specified to come with new PC's during deployment.

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  • 33. 

    Name the THREE customers currently in our Shared Hosting Environment.

  • 34. 

    List the server names for the TWO Exchange Servers in Nirix's Shared Hosting Environment.

  • 35. 

    Please choose the correct server name to connect to using the VMware vSphere Client to manage all virtual machines and hosts at the Nirix Data Centre.

    • A.

      EDM-NRX-VMVC-01

    • B.

      EDM-DC1-VMVC-01

    • C.

      EDM-DC1-WBSN-01

    • D.

      EDM-DC1-VMVC-02

    Correct Answer
    B. EDM-DC1-VMVC-01
    Explanation
    The correct server name to connect to using the VMware vSphere Client to manage all virtual machines and hosts at the Nirix Data Centre is "EDM-DC1-VMVC-01".

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  • 36. 

    Based on Nirix's standard naming scheme for Nirix Internal HQ servers, please tell me what the name of the server would be if we were deploying a new VMware Virtual Centre server for our Nirix HQ office:

  • 37. 

    True or False: Nirix's Dedicated Hosting customers are currently using Microsoft Exchange 2007

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement "Nirix's Dedicated Hosting customers are currently using Microsoft Exchange 2007" is false. This means that Nirix's Dedicated Hosting customers are not using Microsoft Exchange 2007.

    Rate this question:

  • 38. 

    True or False: Nirix's Shared Hosting customers are currently using Microsoft Exchange 2007

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The given answer is true because it states that Nirix's Shared Hosting customers are currently using Microsoft Exchange 2007.

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  • 39. 

    What would be the backup set name for the a Microsoft SQL Database job running on a server called coserver01?

  • 40. 

    What are the standard Retention Policies we create for Hosted Backup Commercial deployments?

  • 41. 

    List the internal server names for the TWO Hosted Backup OBS servers in our environment at this current time.

  • 42. 

    What is the internal server name for the Hosted Backup RDR server?

  • 43. 

    What is the standard name we use for the temporary backup folder for Hosted Backup Commercial Edition?

  • 44. 

    What is the internal server name for the server used for all user management tasks for Nirix's Shared Hosting environment (i.e. when creating a new user account for a customer in Nirix's Shared Hosting environment)

  • 45. 

    If a Hosted Desktop/Exchange customer would like to activate his Blackberry on Nirix's Hosted BES service, what phone plan option must be enabled on the users' phone plan before activating?

    • A.

      BES Data Plan

    • B.

      BIS Data Plan

    • C.

      Blackberry Data Plan

    • D.

      Enterprise Data Plan

    Correct Answer
    A. BES Data Plan
    Explanation
    In order for a Hosted Desktop/Exchange customer to activate their Blackberry on Nirix's Hosted BES service, the phone plan option that must be enabled on the user's phone plan before activating is the BES Data Plan. This plan is specifically designed for Blackberry Enterprise Server (BES) users and allows them to access their emails, calendars, contacts, and other corporate data securely. The BES Data Plan ensures that the Blackberry device can connect to the BES server and receive all the necessary data and services.

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  • 46. 

    What is the FULL web address for Nirix Shared Hosting customers that connect to Citrix using the Web Interface?

    Correct Answer
    https://hosteddesktop.nirix.com
    Explanation
    The full web address for Nirix Shared Hosting customers that connect to Citrix using the Web Interface is https://hosteddesktop.nirix.com. This address allows customers to access their hosted desktops and utilize the Citrix platform for their shared hosting services.

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  • 47. 

    True or False: The maximum size limit for a Hosted Backup customer is 4TB.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The maximum size limit for a Hosted Backup customer is not 4TB.

    Rate this question:

  • 48. 

    What make is Dean's car?

    • A.

      Hyundai

    • B.

      Chevrolet

    • C.

      Chrysler

    • D.

      Dodge

    • E.

      Acura

    Correct Answer
    C. Chrysler
  • 49. 

    What is the FULL address for the Nirix Shared Hosting OWA login page?

  • 50. 

    True or False: You should ALWAYS take a virtual machine snapshot of an exchange server with the Guest Memory enabled.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Taking a virtual machine snapshot of an exchange server with the Guest Memory enabled is recommended because it allows for a more complete and consistent backup of the server. By including the Guest Memory, the snapshot captures the current state of the server's memory, which can be useful for restoring the server to a specific point in time. This ensures that all data and processes are properly preserved, minimizing the risk of data loss or corruption during the backup process. Therefore, it is advisable to always enable the Guest Memory when taking a snapshot of an exchange server.

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  • Current Version
  • Nov 20, 2023
    Quiz Edited by
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  • Dec 10, 2010
    Quiz Created by
    Claudiov

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