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?
Document the issue and wait for further instructions from a higher level.
Escalate the issue to a Level 2 or higher technician with documentation on the impact.
Send an email to users experiencing the problem and ask for more details.
Troubleshoot the network outage yourself before considering escalation.
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
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What is meant by escalating an issue to a Level 2 technician?
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What documentation should be included when escalating an issue?
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Why is it detrimental to troubleshoot network outages personally in critical situations?