Telstra Premium Services Technical Exam

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Telstra Premium Services Technical Exam - Quiz


Welcome to the Telstra Premium Services Technical Exam, designed to test the technical acumen of a person seeking to become a Service consultant or Field technician for the Telstra Premium Services group.
The test has a time limit of 30 minutes. You will only be able to complete the exam once.

All questions in this test are equally graded.
The exam should be conducted individually without the aid of internet searches or other resources.


Questions and Answers
  • 1. 

    There is no document available yet, please upload the document

  • 2. 

    Select the answer which correctly matches the port (per the numbering in the diagram below) with its name:

    • A.

      4 - Ethernet

    • B.

      7 - HDMI

    • C.

      5 - Power

    • D.

      4 - USB

    Correct Answer
    B. 7 - HDMI
    Explanation
    The correct answer is 7 - HDMI. HDMI stands for High-Definition Multimedia Interface and it is a type of port commonly used for connecting audio and video devices, such as TVs and monitors, to other devices like computers or gaming consoles. In the given diagram, port number 7 is labeled as HDMI, indicating that it is the correct match for this port's name.

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  • 3. 

    Which of the following applications are used to set a static IP address on a Mac?

    • A.

      Network Utility

    • B.

      Network Preferences

    • C.

      Sharing Preferences

    • D.

      Ipconfig

    Correct Answer
    B. Network Preferences
    Explanation
    Network Preferences is used to set a static IP address on a Mac. It is a built-in application that allows users to manage their network settings, including configuring IP addresses. By accessing the Network Preferences, users can manually set a specific IP address for their Mac instead of relying on automatic assignment from a DHCP server. This can be useful in scenarios where a static IP address is required for network configuration or specific network services.

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  • 4. 

    You have received a call from a client who is having issues browsing the web and is unable to receive emails. After talking the customer through the right command, you ask the customer to provide their IP address to which the customer responds with the IP address of 169.254.6.19. Which of the following statements are true?

    • A.

      The client has received a valid IP address from a DHCP server.

    • B.

      The client has received an Automatic Private IP Addressing (APIPA) from the DHCP server.

    • C.

      The client was able to receive IP addressing information from a DHCP server.

    • D.

      The client was not able to receive IP addressing information from a DHCP server.

    Correct Answer
    D. The client was not able to receive IP addressing information from a DHCP server.
    Explanation
    The IP address provided by the customer (169.254.6.19) falls within the range of Automatic Private IP Addressing (APIPA). APIPA is a feature in Windows that allows a device to automatically assign itself an IP address if it cannot obtain one from a DHCP server. Since the customer provided this IP address, it suggests that their device was unable to receive IP addressing information from a DHCP server. Therefore, the statement "The client was not able to receive IP addressing information from a DHCP server" is true.

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  • 5. 

    Which of the following describes the SSID?

    • A.

      A network protocol.

    • B.

      A WiFi network name.

    • C.

      A program used on windows operating system.

    • D.

      An application on a Windows system.

    Correct Answer
    B. A WiFi network name.
    Explanation
    The SSID stands for Service Set Identifier and it is a unique name that identifies a WiFi network. It is used to differentiate between different wireless networks in the vicinity. When connecting to a WiFi network, devices search for the SSID to identify the network they want to connect to. Therefore, the correct answer is "A WiFi network name."

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  • 6. 

    Which of the below are email protocols? (Choose three options)

    • A.

      SMTP

    • B.

      NTP

    • C.

      POP3

    • D.

      IMAP

    Correct Answer(s)
    A. SMTP
    C. POP3
    D. IMAP
    Explanation
    SMTP, POP3, and IMAP are all email protocols. SMTP (Simple Mail Transfer Protocol) is responsible for sending emails from the sender's email client to the recipient's email server. POP3 (Post Office Protocol version 3) is used by email clients to retrieve emails from the email server. IMAP (Internet Message Access Protocol) is another protocol used by email clients to access and manage emails on the email server. NTP (Network Time Protocol) is not an email protocol, but a protocol used for synchronizing the time on computer systems.

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  • 7. 

    Where do you configure a new E-mail account in Microsoft Outlook 2007?

    • A.

      Tools\Account\Settings\E-mail

    • B.

      Tools\Options\Mail Setup\Data Files\Add

    • C.

      File\Import and Export\Import from another program or file

    • D.

      C:\Users\User Account\AppData\Local\Microsoft\Outlook

    Correct Answer
    A. Tools\Account\Settings\E-mail
    Explanation
    In Microsoft Outlook 2007, you can configure a new E-mail account by going to Tools, then selecting Account Settings, and finally choosing E-mail. This option allows you to set up a new email account and customize the settings according to your preferences.

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  • 8. 

    What is the correct Google DNS from the list below?

    • A.

      8.8.9.9

    • B.

      0.0.1.0

    • C.

      8.8.8.8

    • D.

      192.168.0.2

    Correct Answer
    C. 8.8.8.8
    Explanation
    The correct Google DNS from the list is 8.8.8.8.

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  • 9. 

    What is the name of the built-in backup utility available on Mac OS X 10.8?

    • A.

      Time Capsule

    • B.

      Time Machine

    • C.

      File History

    • D.

      System Restore

    Correct Answer
    B. Time Machine
    Explanation
    Time Machine is the correct answer because it is the built-in backup utility available on Mac OS X 10.8. It allows users to automatically back up their files, applications, and settings to an external storage device. Time Machine creates incremental backups, meaning it only backs up the changes made since the last backup, saving storage space. Users can easily restore files or even their entire system from a specific backup point using Time Machine.

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  • 10. 

    A customer has called with regards to his Windows 7 Home Premium laptop; he has recently installed a DVD image utility that keeps starting every time Windows starts. You have already made sure it is not listed in the All Programs -> Startup folder. What Windows tool should you use to prevent the utility from starting with the operating system?

    • A.

      Msinfo32

    • B.

      Msconfig

    • C.

      Regedit

    • D.

      Task Manager

    Correct Answer
    B. Msconfig
    Explanation
    To prevent the DVD image utility from starting with the operating system, the appropriate Windows tool to use is msconfig. MSConfig is a system configuration utility that allows users to manage startup programs and services. By using msconfig, the customer can disable the DVD image utility from automatically starting when Windows starts up, effectively resolving the issue.

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  • 11. 

    On a Windows 7 computer, which of the following utilities allows you to view the Application, Security and System log on a Windows computer?

    • A.

      Computer Management

    • B.

      Event Viewer

    • C.

      Performance Monitor

    • D.

      Services

    • E.

      Dr. Watson

    • F.

      Activity Monitor

    Correct Answer
    B. Event Viewer
    Explanation
    Event Viewer is the correct answer because it is a utility in Windows 7 that allows users to view and analyze the logs of various events that occur on the computer. It provides access to the Application, Security, and System logs, which contain information about application, security, and system-related events respectively. By using Event Viewer, users can troubleshoot issues, monitor system performance, and track events that occur on their Windows computer.

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  • 12. 

    You are troubleshooting a customer's Windows 8 computer that is running slow. Which of the following built-in utilities is best suited to give you an overview of the current running processes, services and overall performance in real time? 

    • A.

      Event Viewer

    • B.

      Activity Monitor

    • C.

      Computer Management

    • D.

      Task Manager

    • E.

      Msconfig

    • F.

      System Preferences

    Correct Answer
    D. Task Manager
    Explanation
    Task Manager is the best suited built-in utility for giving an overview of the current running processes, services, and overall performance in real time. It provides detailed information about the CPU, memory, disk usage, and network activity of the system. It also allows users to manage running applications, end processes, and monitor system performance. This makes it an essential tool for troubleshooting and identifying any performance issues on a Windows computer.

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  • 13. 

    Scenario “A Customer has two Mac Book Pros both running Mac OS X 10.8. The customer has purchased an app from the App Store and downloaded it to one Mac, the customer has then copied the App to the other Mac; on the second Mac, this app is not working”. Which of the following is the first step you would complete in troubleshooting this issue?  On the other Mac (where the app was copied, not purchased):

    • A.

      Reinstall the operating system

    • B.

      Sign into the Mac App Store and download the purchased app again.

    • C.

      Purchase the app again.

    • D.

      Disable the login items

    Correct Answer
    B. Sign into the Mac App Store and download the purchased app again.
    Explanation
    The first step in troubleshooting this issue would be to sign into the Mac App Store and download the purchased app again. This is because when the app was copied from one Mac to another, it may not have been properly installed or configured on the second Mac. By downloading the app again from the App Store, it ensures that all necessary files and settings are properly installed on the second Mac, potentially resolving any issues with the app not working.

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  • 14. 

    Which of the following can be used to launch an application in Mac OSX Lion (and above)? (Choose two options)

    • A.

      Launchdeck

    • B.

      Launchbar

    • C.

      Launchpad

    • D.

      Finder

    Correct Answer(s)
    C. Launchpad
    D. Finder
    Explanation
    Launchpad and Finder can be used to launch an application in Mac OSX Lion (and above). Launchpad is a built-in application launcher that displays all the installed applications in a grid-like layout, making it easy to search and launch applications. Finder is the default file manager on Mac OSX, and it also allows users to launch applications by navigating through the file system and double-clicking on the application icon.

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  • 15. 

    Which of the following correctly describes the path and how to disable the UAC prompt on a Windows 7 computer? 

    • A.

      Control Panel\System and Security\ Action Center\Change User Account Control settings\ Set slider to Always Notify

    • B.

      Control Panel\System and Security\Action Center\Change User Account Control settings\ Set slider to Never Notify

    • C.

      Control Panel\System and Security\Action Center\Change Action Center settings\Untick User Account Control

    • D.

      Control Panel\System and Security\Windows Firewall\Restore Defaults

    Correct Answer
    B. Control Panel\System and Security\Action Center\Change User Account Control settings\ Set slider to Never Notify
    Explanation
    The correct answer is Control Panel\System and Security\Action Center\Change User Account Control settings\ Set slider to Never Notify. This path accurately describes the steps to disable the UAC prompt on a Windows 7 computer. By accessing the Control Panel, navigating to the System and Security section, opening the Action Center, and selecting the option to change the User Account Control settings, the user can set the slider to "Never Notify" to disable the UAC prompt.

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  • 16. 

    A customer has contacted you with regards to an issue she is having with her computer. Whenever she turns the computer on, it starts to beep; nothing is displayed on screen, and will not start Windows 7 Professional even in safe mode. Which of the following is the most likely cause? 

    • A.

      Corrupted startup files

    • B.

      Damaged registry

    • C.

      Hardware failure

    • D.

      Not enough free space on boot device.

    Correct Answer
    C. Hardware failure
    Explanation
    The most likely cause for the issue described is a hardware failure. This is indicated by the fact that the computer is beeping, nothing is displayed on the screen, and it fails to start Windows even in safe mode. These symptoms suggest a problem with the computer's hardware components, such as the motherboard, CPU, or RAM. Corrupted startup files or a damaged registry would typically result in different symptoms, such as error messages or a failure to boot into Windows. Not enough free space on the boot device would not cause the computer to beep or prevent it from displaying anything on the screen.

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  • 17. 

    Which of the following built-in tools is used to replace or update a missing or corrupted driver?

    • A.

      Device Manager

    • B.

      Program Files (x86)

    • C.

      Computer

    • D.

      Internet Explorer

    Correct Answer
    A. Device Manager
    Explanation
    Device Manager is the correct answer because it is a built-in tool in Windows operating systems that allows users to manage and update drivers for hardware devices. It can be used to replace or update a missing or corrupted driver by selecting the device with the issue, right-clicking on it, and choosing the "Update driver" option. This tool is essential for maintaining the proper functioning of hardware devices on a computer.

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  • 18. 

    Where are drivers located in the Windows OS platform?

    • A.

      C:\Windows\system

    • B.

      C:\Windows\System32\drivers

    • C.

      C:\Users\Username\AppData\Local

    • D.

      C:\Windows\SoftwareDistribution

    Correct Answer
    B. C:\Windows\System32\drivers
    Explanation
    The correct answer is C:\Windows\System32\drivers. In the Windows OS platform, drivers are located in the System32 folder under the Windows directory. The drivers folder contains essential files that allow hardware devices to communicate with the operating system. This is a standard location for drivers in Windows and is where they are typically stored.

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  • 19. 

    True or False: USB drivers are supported when starting a Windows OS in Safe Mode with Networking.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    USB drivers are not supported when starting a Windows OS in Safe Mode with Networking. Safe Mode with Networking only loads essential drivers and services, and USB drivers are not considered essential in this mode. Therefore, any USB devices connected to the computer may not function properly or may not be recognized at all in Safe Mode with Networking.

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  • 20. 

    Which of the following is NOT a known trusted Windows Process?

    • A.

      Svchost.exe

    • B.

      Scvhost.exe

    • C.

      Explorer.exe

    • D.

      Spoolsv.exe

    Correct Answer
    B. Scvhost.exe
    Explanation
    The correct answer is "Scvhost.exe" because it is not a known trusted Windows Process. The other options, Svchost.exe, Explorer.exe, and Spoolsv.exe, are all legitimate and trusted Windows processes that are essential for the operating system's functionality. "Scvhost.exe" appears to be a misspelling or a potentially malicious file, as it deviates from the naming convention of legitimate Windows processes.

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  • 21. 

    What are the effects of not running any security software i.e. antivirus, spyware/malware protection? (Choose three options)

    • A.

      Corruption of data

    • B.

      Improved computer performance

    • C.

      Phishing (identify theft)

    • D.

      Pop Ups

    Correct Answer(s)
    A. Corruption of data
    C. Phishing (identify theft)
    D. Pop Ups
    Explanation
    Not running any security software, such as antivirus and spyware/malware protection, can have several negative effects. Firstly, it can lead to the corruption of data on the computer. Without protection, the system becomes vulnerable to various threats that can damage or manipulate files and data. Secondly, not having security software increases the risk of phishing attacks, which can result in identity theft. Phishing scams aim to deceive users and steal their personal information, such as passwords and credit card details. Lastly, the absence of security software can lead to an increase in pop-up advertisements, which can be annoying and potentially contain malicious content.

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  • 22. 

    Which of the following is a security threat commonly sent via email to direct users to unsafe websites?

    • A.

      Phishing

    • B.

      Virus

    • C.

      Spyware

    • D.

      Shoulder Surfing

    Correct Answer
    A. Phishing
    Explanation
    Phishing is a security threat commonly sent via email to direct users to unsafe websites. Phishing is a fraudulent practice where cybercriminals impersonate legitimate organizations or individuals to trick users into revealing sensitive information such as passwords, credit card details, or social security numbers. These phishing emails often contain links that redirect users to fake websites that are designed to look like the real ones, but are actually created to steal personal information. By posing as a trustworthy entity, phishers aim to deceive users into providing their confidential data, which can then be used for malicious purposes such as identity theft or financial fraud.

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  • 23. 

    Which of the following most accurately describes ‘port forwarding/NAT’ as it would apply to a modem/router at a customer’s premises?

    • A.

      Allows the connection of two ports together in a customer’s modem.

    • B.

      Allows SMS sending.

    • C.

      Allows a specific port number to be opened for a specific application.

    • D.

      Allows access to Facebook

    Correct Answer
    C. Allows a specific port number to be opened for a specific application.
    Explanation
    Port forwarding/NAT refers to the process of redirecting a specific port number on a modem/router to a specific application or device within a local network. It enables incoming connections from the internet to reach a particular application or device on the customer's premises by opening a specific port. This allows for remote access, hosting services, or running applications that require external connections.

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  • 24. 

    You have been asked to configure an modem/router for a customer, but are uncertain of the IP address for the modem/router, which of the following commands utilities will you use to assist you in determining the modem/routers IP address? 

    • A.

      Show configuration

    • B.

      Ipconfig /all

    • C.

      Netview /all

    • D.

      Ping

    Correct Answer
    B. Ipconfig /all
    Explanation
    The command "Ipconfig /all" is used to display the IP configuration for all network interfaces on a computer. By using this command, you can view the IP address of the modem/router and determine its IP address.

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  • 25. 

    A customer suspects that other people are using their wireless network and wants you to setup a more secure configuration for them, which of the following could you configure to improve the WiFi security on a customer’s wireless modem / router?(Choose two options)

    • A.

      Broadcast SSID

    • B.

      Use WPA/WPA2

    • C.

      Random channel selection

    • D.

      MAC Address filtering

    Correct Answer(s)
    B. Use WPA/WPA2
    D. MAC Address filtering
    Explanation
    By configuring the wireless modem/router to use WPA/WPA2, the customer's network will be protected with a stronger encryption protocol, making it more difficult for unauthorized users to access the network. Additionally, enabling MAC Address filtering will allow the customer to specify which devices are allowed to connect to the network based on their unique MAC addresses, further enhancing the security of the network by restricting access to only trusted devices.

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  • 26. 

    Scenario: A customer is having issues connecting her desktop to her existing wireless network upstairs due to poor signal strength. The customer does not want to run cables through her house and has asked you for a solution. Which of the following can be used to extend the network?(Choose two options)

    • A.

      Wireless Bridge

    • B.

      Switch

    • C.

      Network Hub

    • D.

      Power Line Communication (PLC) / Power over Ethernet (PoE)

    Correct Answer(s)
    A. Wireless Bridge
    D. Power Line Communication (PLC) / Power over Ethernet (PoE)
    Explanation
    A wireless bridge can be used to extend the network by connecting the desktop to the existing wireless network upstairs. This will allow the desktop to access the network even with poor signal strength. Power Line Communication (PLC) or Power over Ethernet (PoE) can also be used to extend the network by utilizing the existing electrical wiring in the house to transmit network signals. This eliminates the need for running cables through the house and provides a reliable connection for the desktop.

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  • 27. 

    Which of the following Web Browser applications are compatible with both Windows and Mac Operating Systems?(Choose three options)

    • A.

      Chrome

    • B.

      ITunes

    • C.

      Firefox

    • D.

      Safari

    Correct Answer(s)
    A. Chrome
    C. Firefox
    D. Safari
    Explanation
    Chrome, Firefox, and Safari are compatible with both Windows and Mac Operating Systems. Chrome is a web browser developed by Google and available for both Windows and Mac OS. Firefox is an open-source web browser developed by Mozilla and is also compatible with both Windows and Mac OS. Safari is the default web browser for Mac OS, but it is also available for Windows. Therefore, all three options are compatible with both operating systems.

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  • 28. 

    Internet Explorer version 9 (IE9) is corrupted and not connecting to the Internet.  What would you do to reset IE9?

    • A.

      Reset the network adaptor

    • B.

      From IE9 Tools\Internet Options\Advanced\Reset

    • C.

      Clear the cache and temporary Internet files

    • D.

      From IE9 Tools\Internet Options\Advanced\Restore advanced settings

    Correct Answer
    B. From IE9 Tools\Internet Options\Advanced\Reset
    Explanation
    To reset IE9, you would go to the Tools menu in Internet Explorer 9 and select Internet Options. Then, navigate to the Advanced tab and click on the Reset button. This will reset IE9, including clearing the cache and temporary Internet files, restoring advanced settings, and resetting the network adaptor if necessary.

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  • 29. 

    What is the default elevation prompt that an Administrative user receives when running under Admin Approval Mode?

    • A.

      The user is prompted for username and password.

    • B.

      The user is prompted for administrative username and password.

    • C.

      The user is prompted for consent and is not required to provide logon credentials.

    • D.

      The user is prompted for name and E-mail address.

    Correct Answer
    C. The user is prompted for consent and is not required to provide logon credentials.
    Explanation
    When an Administrative user is running under Admin Approval Mode, the default elevation prompt is for consent, meaning that the user is asked to confirm their consent to perform the administrative task. In this mode, the user is not required to provide their logon credentials (username and password), as they have already been authenticated as an administrative user.

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  • 30. 

    Which of the following applications can be used to remove viruses from a Windows 7 computer?(Choose four options)

    • A.

      Norton 360

    • B.

      Avast

    • C.

      Malware Bytes

    • D.

      Super Anti Spyware

    • E.

      Microsoft Security Center

    • F.

      UAC

    • G.

      Spy Sherriff

    • H.

      Mac Sweeper

    • I.

      Windows XP Anti-Virus

    • J.

      Rootkit.Win32.TDSS

    Correct Answer(s)
    A. Norton 360
    B. Avast
    C. Malware Bytes
    D. Super Anti Spyware
    Explanation
    Norton 360, Avast, Malware Bytes, and Super Anti Spyware are all applications that can be used to remove viruses from a Windows 7 computer. These applications are specifically designed to detect and eliminate various types of malware, including viruses, spyware, and rootkits. They offer real-time protection, regular scans, and updates to ensure the computer is safeguarded against any potential threats. Using these applications can help keep the computer secure and free from viruses.

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  • 31. 

    You are fixing a Windows 7 home premium computer that is infected with a ransomware virus, the computer is unable to start in normal mode which is preventing you from downloading or running any Anti-virus removal software.Which of the following is one of the first steps you would try to resolve this issue:

    • A.

      Restart the computer in Safe Mode with networking

    • B.

      Advise the customer to buy a new computer, there is no way to move this infection

    • C.

      Advise the customer follow the prompts and pay to remove the lock.

    • D.

      Reformat the computer and reinstall the operating system

    Correct Answer
    A. Restart the computer in Safe Mode with networking
    Explanation
    Restarting the computer in Safe Mode with networking is one of the first steps to resolve the issue of a ransomware-infected Windows 7 home premium computer that is unable to start in normal mode. Safe Mode allows the computer to start with only essential system processes and drivers, which can help in bypassing the ransomware and enabling the user to download and run anti-virus removal software to remove the infection. This step is recommended before considering other options such as reformatting the computer or advising the customer to buy a new one.

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