CompTIA A+ Core 2 (220-1202) — Question 42

An end user's laptop is having network drive connectivity issues in the office. The end user submits a help desk ticket, and a support technician is able to establish a remote connection and fix the issue. The following day, however, the network drive is disconnected again. Which of the following should the technician do next?

Answer options

• A. Connect remotely to the user’s computer to see whether the network drive is still connected.
• B. Send documentation about how to fix the issue in case it reoccurs.
• C. Escalate the ticket to the next level.
• D. Keep the ticket open until next day, then close the ticket.

Correct answer: C

Explanation

The correct answer is C because escalating the ticket allows more experienced technicians to investigate the recurring issue thoroughly. Options A and B do not address the underlying problem, and D is not proactive in resolving the user's ongoing connectivity issues.