Desktop Support Engineer Questions

1. If a switch on the PC it’s not powering on?

Ans: Need to check physical connection, if physical connection like power cord is good
then need to check SMPS

2. BSOD and It’s trouble shooting?

Ans: For Getting Blue Screen Error, it might be problem with RAM, Or Hard disk or
Motherboard, or using old version of Software or mismatching the Motherboard
drivers, Or Operating system issue.
Image of Blue Screen Error.

3. Computer is Restarting continuously?

Ans: First go to BIOS setup in BIOS setup if computer is not restarting then this
Problem is related with Operating system, if any files of OS will get corrupt you will get
restarting issues, incase if your computer is restarting in BIOS then this problem is
related with Motherboard.
4. PC is getting shutdown within a Minute?
Ans: Need to check whether Microprocessor ‘s fan working properly or not if it’s
working then need to apply thermal paste on Microprocessor.
5. Display is not getting?
Ans: First of all, need to check physical connection, if physical connection is good then
need to check with RAM, if RAM also working good then need to check with
motherboard.
6. Display is not getting simultaneously and getting beep sound?
Ans: This problem is related with RAM. Need to insert RAM properly, or need to
replace RAM.
7. How to go BIOS Setup?
Ans: Restart PC then Press F2 or Del continuously, if your computer is HP then Press
F10.
8. What are the types of Hard Disk and what is Hybrid Storage?
 IDE (Integrated Device Electronics)
 SATA (Serial Advanced Technology Attachment)
 SCSI (Small computer System Interface)
 SSD (Solid State Drive)
 Hybrid storage describes storage systems that are designed with a blend of
flash-based solid-state drives (SSDs) and mechanical hard-disk drives (HDDs)
in an effort to provide high performance at an affordable price.
9. How to check Status of RAM or Working condition of RAM?
 Open the Start Menu and type in mdsched.exe, and then press enter.
 A pop-up will appear on your screen, asking how you would like to go
about checking the memory.
 Your computer will load a screen that shows the progress of the check and
number of passes it will run on the memory.

10.How many beeps will come if RAM is not working?

Ans: Four short beeps means that the motherboard timer is not working properly but
it could also mean that there is a problem with the RAM module that is in the
lowest (usually marked 0) slot. Usually, a hardware failure with an expansion card
or a problem with the motherboard itself could trigger this beep code.

11.How to check SMPS working or not?

Ans: Connect power cord to SMPS, take small piece of Wire, insert on Black and Green
Socket of Power Connector, if fan of SMPS rotate continuously then SMPS is working
good or else SMPS is not working.

12.What is BIOS?
Ans: BIOS stand for Basic input output system. It keeps configuration information of
Hardware to communicate with computer software.

13.How to Recover BIOS password?

Ans: We have to remove the CMOS battery for 1 to 2 Minutes, and need to insert back
it will recover the BIOS Password.

14.What is virtual Memory?

Ans: A computer can address more memory than the amount physically installed on
system. This extra memory is called Virtual Memory.
Or
Virtual Memory has a very important role in the system. It allows us to run more
application then we have enough physical memory support.

15.How to solve Display Blank errors?

 Troubleshooting for blank / black screen error
 Need to check the physical connection with monitor or screen
 Need to update display adaptor drivers
 Need to check with recent system updates or Installation

16.How to clean RAM in different ways?

 Restart the computer
 Update the software
 Try a different browser
 Clean cache memory
 Memory browser extension

Windows Questions
1. Difference between Windows7 and Windows10?
Ans:
Windows 7
Windows 7 do not have features
like Cortana and X Box.
In windows 7 start menu is
simple
Windows 7 support single
desktop
Windows 7 support only for Pcs
Windows 7 going very slow
because of no support from
developer
Windows 10
Windows 10 Having features like
Cortana and X Box
In windows 10 start menu really
awesome
It supports multiple desktops
Windows 10 can use in Pcs, Tabs
and Mobiles
Windows 10 is faster than any
other windows
 Windows 7 no multi factor Its supports two-factor
authentication and data loss authentication with high
prevention security setting
Windows 7 default browser is
internet explorer

Note: - Microsoft will no longer offer support for Windows 7 as of January 2020 .

2. Difference between 32 bit and 64-bit OS?

Ans: A 32-bit system can access 232 memory addresses, i.e., 4 GB of RAM or
physical memory ideally, it can access more than 4 GB of RAM also. A 64-
bit system can access 264 memory addresses, i.e., actually 18-Quintillion
bytes of RAM.

3. Difference between Windows 8 and Windows 10?

Ans:

Windows 8
Windows 8 do not have Cortana
Windows 8 cannot support
multiple desktop
Windows 8 continued the last
version of internet explorer.
Windows 8 support only in pc
Windows 8 had a complicated start
menu which was not appreciated
by many users
Windows 8 don’t have app store
Windows 10
Windows 10 Having features like
Cortona and X Box
In windows 10 this is replaced by
Microsoft edge
We can support multiple desktops
Windows 10 can use in Pcs, Tabs
and Mobiles
Windows 10 brought back the old
layout of the start menu with
few advancements
Windows 10 has its own app store

4. What are the different methods to Install an Operating System?

Ans: CD-ROM or DVD. Network Installation (PXE/Jumpstart/WDS/SCCM)
 Remote KVMS Over IP with Virtual CD-ROM. Serial Redirection.
Optical media like CD, DVD, USB media like Pen drive, External Hard Disk,
Network SCCM

5. Minimum Hardware requirements to install Windows10?

Ans: Processor: 1 gigahertz (GHz)
RAM: 1 gigabyte (GB) for 32-bit or 2 GB for 64-bit
Hard drive space: 16 GB for 32-bit OS 32 GB for 64-bit OS
Graphics card: DirectX 9 or later with WDDM 1.0 driver

6. What is Legacy boot and UEFI?

Ans: Legacy boot is the boot process used by basic input/output system (BIOS)
firmware. UEFI boot is the successor to BIOS. UEFI uses the globally unique
identifier (GUID) partition table (GPT) whereas BIOS uses the
master boot record (MBR) partitioning scheme.

7. Difference between MBR and GPT?

Ans: On a MBR disk, the partitioning and boot data is stored in single Sector...
In contrast, GPT stores multiple copies of this data across the disk, so it's
much more robust and can recover if the data is corrupted. GPT also stores
cyclic redundancy check (CRC) values to check that its data is intact.

8. Relation between Legacy, MBR, UEFI, FAT32 and NTFS?

Ans: UEFI can boot from either MBR or GPT drives. The biggest difference is
that most, but not all, computers will only boot in UEFI mode from a FAT
(such as FAT32) partition, whereas Legacy BIOS (CSM) will boot from FAT
or NTFS partitions. Some computers, though, will boot NTFS in UEFI mode,
but not all will.

9. Minimum hardware requirements for installing Win 11?

Ans: Processor: 1.2GHz for 32-bit and 1.4GHz for 64-bit
RAM: 1GB for 32-bit and 2 GB for 64-bit
Hard drive space: 15 GB for 32-bit OS and 32 GB for 64-bit OS

10. Difference between UEFI, GPT and NTFS?

Partition Requirements.
Ans: When you deploy Windows to a UEFI-based device, you must format the
hard drive that includes the Windows partition by using a GUID partition table
(GPT) file system. Additional drives may use either the GPT or the master
boot record (MBR) file format. A GPT drive may have up to 128 partitions.
GPT does not suffer from MBR's limits. GPT-based drives can be much larger,
with size limits dependent on the operating system and its file
systems. GPT also allows for a nearly unlimited number of partitions. ... On
an MBR disk, the partitioning and boot data is stored in one place.

11. What is EFI boot?

Extensible Firmware Interface
Ans: The EFI (Extensible Firmware Interface) system partition or ESP is a
partition on a data storage device (usually a hard disk drive or solid-state
drive) that used by computers adhering to the Unified Extensible Firmware
Interface (UEFI) (or) EFI Boot Stub makes it possible to boot a Linux kernel
image without the use of a conventional UEFI boot loader.

12. What is Virtual Memory?

Ans: Virtual Memory also called as “Page file” which is a logical cache memory
obtained from hard disk space used to help RAM to increase the speed while
performing operations

13. How to Join Domain or How to add workgroup to Domain?

Ans: Right click on my computer
go to properties,
Click on Change setting,
Click on Change,
Select Domain and Type your AD server name and click on OK
then type username and password of AD server,
then restart PC.

14. What is WDS?

Ans: Windows Deployment Services is a server role that gives administrators the
ability to deploy Windows operating system and Patches,

15. How to change Hostname?

Ans: Right click “This PC” properties
 Click on change
Rename the Computer name
Click Ok then need to restart the PC

16. What is Bit Locker?

Ans: BitLocker secures your data by encrypting it. Encryption secures your data
by scrambling it so it can't be read without authenticated decrypting using a
recovery key.

17. Which Edition of Windows 7 support Bit locker?

Ans: Windows 7 Ultimate, Windows 7 Enterprise

18. How to make system performance better?

Ans:
 Uninstall unnecessary software
 Limit the programs at startup
 Check for spyware and viruses
 Use Disk Cleanup and Disk Defragmentation
 Take a look at your web browser
 Delete temp files, cookies and Prefetch.

19. What is SCCM?

Ans: SCCM stand for System Center Configuration Manager, it is a systems
management software developed by Microsoft, it will push the patches to
its clients.

20. What is Patch file?

Ans: A patch is a set of changes to a computer program or its supporting data
designed to update, fix, or improve it. This includes fixing security
vulnerabilities and other bugs, with such patches usually being called bug
fixes.

21. How to make bootable USB?

Ans: Bootable USB with Rufus
Open the program with a double click.
Select your USB drive in “Device”
Select “Create a bootable disk using” and the option “ISO Image”
 Right-click on the CD-ROM symbol and select the ISO file.
Under “New volume label”, you can enter whatever name you like for
your USB drive.
You’ll receive the warning “ALL DATA ON THIS DEVICE WILL BE DESTROYED”,
which you can confidently confirm with “OK”– at this point, you’ve ideally
already saved any important files from the USB drive
Click on “Start”
As soon as the green bar is full, click on “Finish”
Eject your bootable USB drive with “Safely eject hardware”

22. How to take computer Backup?

Ans: Connect an External HDD and take BACKUP (User Data and Outlook
Folders)
Backup into a Shared Folder or Drive
Backup Through LAN into Another System

23. IF OS is corrupted, how do you take Backup?

Ans: Insert the Bootable Media and Install OS Without Deleting the Partitions
and then take Back up and do Fresh Installation again
OR
Connect the HDD as Secondary to another Host and take Backup

24. Difference between Safe mode and Normal mode?

Ans: Safe mode: - Only limited drivers and services will be loaded for the
operations of windows.
Normal mode: - Normal mode is the term used to define windows
starting “Normally” where all of the typical drivers and services are loaded.

25. What is Hardening? What is OS Hardening and BIOS Hardening?

Ans: It is a process of enabling and disabling the services is called Hardening
BIOS Hardening: - The services which we will disable in BIOS is called BIOS
Hardening
OS Hardening: - The Services which we will disable in windows is called OS
Hardening

26. How to create new folder or directory using power Shell?

Ans: 3 ways to create a directory with PowerShell
 a. Use the new item command
New-item <select path of directory>-itemtypedirectory
Example: new-item<C:\dir>-itemtypedirectory
b. Use file system object
$fso = new-object – comobject scripting.filesystemobject
$fso = .createfolder (C:\file1)

c. Use the MD command

Md <path of directory>
Example: md<C:\file2>

27. What is the use of taskbar?

Ans: Taskbar shows the programme that you have opened on computer. To
switch from one program to another single click the program on taskbar and
it will become the front most window.
Or
Task bar typically shows which programs are running currently. Clicking
these icons allow the user to switch b/w programs or windows.

Networking Questions
OSI Model

1. Ethernet comes under which layer of OSI Model?

Ans: It comes under physical and Data link layer that is 1st and 2nd layer of OSI model.
2. HUB comes under which layer of OSI model?
Ans: Physical Layer (layer 1)
3. Router comes under which layer of OSI mode?
Ans: Network layer (layer 3)
4. Switch comes under which layer of OSI Model?
Ans: Data Link layer that is 2nd layer of OSI model
5. L3 Switch comes under which layer of OSI Model?
Ans: Network Layer that is 3rd layer of OSI model
IP Addressing

1. What is Private IP address range 8. What is default Subnet Mask of

of Class A? class A?
Ans: 10.0.0.0 to 10.255.255.255 Ans: 255.0.0.0
2. What is IP Address range of 9. What is Default subnet mask of
Class A? Class B?
Ans: 1-126 Ans: 255.255.0.0
3. What is Private IP address range 10.What is Default subnet mask of
of class B? Class C?
Ans: 172.16.0.0 – 172.31.255.255 Ans: 255.255.255.0
4. What is IP Address range of 11.Where you can use cross over
Class B? cable?
Ans: 128-191 Ans: Cross over cable is used to
5. What is Private ip address range connect two similar Devices
of Class C Ex: - PC to PC, Hub to Hub,
Ans: 192.168.0.0 to Switch to switch
192.168.255.255 12.Where you can use straight
6. What is IP Address range of through cable?
Class C? Ans: Used to connect dissimilar
Ans: 192-223 devices (Alignment)
7. Range of Loop back IP address Ex: - PC to Hub, PC to Switch
Ans: 172.0.0.1 – 127.255.255.255

1. Definitions of PING, Tracert and Telnet? Uses and Real time examples.
Ans: PING Stand for Packet internet Gropper, it will use checking connectivity of two
host.
TELNET Stand for TELETYPE Network; it is used for taking remote access of a host
through TCP (Transmission control Protocol) on PORT 23 to establish a Connection.
TRACERT is used for checking the path of a network like number of paths it took to
reach the Destination

2. What is VPN and MFA? How to use MFA

Ans: VPN stands for Virtual Private Network. This is a connection method for adding
security and privacy to private and public networks, such as Wi-Fi Hotspots and
 the Internet. VPNs help in establishing a secure dial-up connection to a remote
server.

Multi-factor Authentication (MFA) is an authentication method that requires the

user to provide two or more verification factors to gain access to a resource such
as an application, online account, or a VPN.

3. What is HUB and SWITCH? Three major differences.

Ans: Hub is a networking device that allows you to connect multiple PCs to a single
network. Switch connects various devices together on a single computer network.

HUB
 Hub works in physical layer. SWITCH
 Hub do not provide packet  Switch works in Data Link Layer
filtering  Switch provides packet filtering
 Hub uses broadcast type  Switch uses unicast, Multicast
transmission as well as Broadcast type
 Transmission.
 Hub will not read MAC address  Switch will read MAC address
 Hub don’t have MAT or CAM  Switch having MAT or CAM
4. What is port number?
Ans: A port number is a way to identify a specific process to which an Internet or
other network message is to be forwarded when it arrives at a server.

Port Numbers
TELNET: - 23
FTP: - 21
HTTP: - 80
HTTPS: - 443
IMAP: - 143
POP3: - 143
PROXY: - 8080
DNS: - 53
SMTP: - 25
TFTP: - 69
RDP: - 3389
 DHCP CLIENT: - 68
DHC SERVER: - 67
NTTP: - 119

5. What is the use of loop back IP?

Ans: The loopback address allows user for testing the functionality of an Ethernet
card its drivers.

6. Most of the companies will use which IP Address, whether static or dynamic?
Ans: Dynamic

7. What is NAT?
Ans: NAT-Network Address Translation
IT is a process of converting private IP to Public IP to connect with external
world for global communication.

8. What is V-LAN?
Ans: V-LAN : Virtual Local Area Network which avoids the network traffic and
provides security to network.

9. What is Proxy?
Ans:
Proxy server provides a gateway between users and the internet. It is referred as
an ‘intermediary’ because it goes between end-user and web pages of online.

10.Which all are Protocols are responsible for Sending and Receiving emails?
Ans: SMTP, IMAP & POP3

11.Remote Tools
Ans: Any Desk, Ammy Admin, VNC viewer, Team Viewer, Ultra Viewer.

12.What is difference between Local printer and Network printer?

Ans: Local Printer: We cannot configure IP address.
We can give print in same network
Single user can take print at a time
 Network Printer: In Network Printer we can configure IP address
We can give print in Different Network
Multiple users can take print at same time.

13.What is Firewall? mention three uses of firewall.

Ans: Firewall is a network security device that monitors incoming and outgoing
network traffic and permits or blocks data packets based on a set of security rules.
 Prevents the Passage of Unwanted Content
 Prevents Unauthorized Remote Access
 Prevents Indecent Content
 Guarantees Security Based on Protocol and IP Address

14.Difference between Intranet and Internet?

Ans: Intranet: - Internal communication
Internet: - Global communication

15. Internet Troubleshooting with 5 scenarios?

Ans: Check the network icon (or wireless connection settings) to see if you have
Internet access. Ensure that your network adapter is not turned off.
Check for changes to proxy settings.
Check the network cables if your computer is wired to the router.
Reset your router. Run Command Prompt as Administrator and type the Below
Commands
netsh winsock reset catalog. netsh int ip reset reset.log hit
16.What is Forward lookup Zone?
Ans: It resolve hostname to IP address

17. What is ADS, DNS and DHCP?

Ans: Active Directory Services (ADS) It is Centralized database hierarchical structure, It
is a Platform in which we can Create Domain users and we can deploy Group
policies,
DNS (Domain Name System): - It Performs Forward lookup zone and Reverse look
up zone

18. What is DHCP?

Ans: Dynamic Host Configuration Protocol (DHCP) it is process of assigning IP address
automatically from DHCP server to client by following DORA process.

19.What is DORA?
Ans: Discover, Offer, Request, Acknowledgement
It is communication process between DHCP Server and DHCP Client

20.What is the APIPA range?

Ans: 169.254.0.0 – 169.254.255.254

21.Write APIPA Abbreviation?

Ans: Automatic Private IP Addressing

22. A. What is forward lookup zone?

Ans: It resolve Hostname to IP Address
B. What is reverse lookup zone?
Ans: It resolve IP Address to Hostname

23.What is APIPA Abbreviation?

Ans: Automatic Private IP Addressing

24.What is Scope and lease time?

Ans: A scope is a consecutive range of IP addresses that a DHCP server can draw on to
fulfill an IP address request from a DHCP client. By defining one or more scopes on
your DHCP server, the server can manage the distribution and assignment of IP
addresses to DHCP clients. DHCP Lease Time is the amount of time in minutes or
seconds a network device can use an IP Address in a network. The IP Address is
reserved for that device until the reservation expires.

25.What are the problems that are generally come across DHCP?
Ans: - Systems will not Get IP Address
IP Address will take in APIPA Range
IP pool will get full

26.What are Lotus notes?

Ans: Lotus notes like a MS outlook and it will use for sending and receiving mails, it is
developed by IBM.

27.What is VDI? And Applications used to access VDI.

Ans: It stands for virtual desktop interface used to access virtual desktops from
servers or thin clients.
VMware horizon & Citrix Receiver
Ex: VMware horizon & Citrix Receiver

28.If System not getting IP how to resolve?

Ans: Go to command Prompt and Type: 'ipconfig/release then Type: 'ipconfig/renew'

29.What is Event Viewer?

Ans: The Event Viewer is a tool in Windows that displays detailed information about
significant events on your computer. Examples of these are programs that don't
start as expected, or automatically downloaded updates. Event Viewer is especially
useful for troubleshooting Windows and application errors.

30.What is MS outlook?
Ans: OUTLOOK is an Email Application which is used for Sending and Receiving Emails

31.What is Office365?
Ans: Office 365 is Web Based Mail Application for Outlook which provides Access for
Business Environments,
Example: Word, Excel, PowerPoint, MS-Team, Skype, MS-Planner, One-Drive,
Outlook.

32.Features of Office 365?

 Real-time Co-authoring
 Tele & Video Communication with Co-Workers
 Microsoft planner with workflows
 Self De-clustering smart box
 Link sending features instead of files
  Power map in excel to turn your data into maps in presentation
 50GB emails storage & 1TB Cloud storage
 Retrieving the right vision of a documents
 Mail notification and reply to mail without opening it
 Working anywhere from any device

33.Versions of outlook used in Company?

Ans: Outlook2013 and Outlook2016 these two are used in Companies.

34.Issues related to Outlook?

 Repeated request for passwords
 Send receive error
 Unable to open Outlook
 Unable to send emails
 Data file got corrupted
 Limited space
 Space is required
 Slowdown by Add in Application
 Outlook crashes frequently
 Unable to access outlook attachment
 Pop server time out error

35.How to open outlook in Safe Mode?

 Go to Run
 Type Outlook.exe/safe and click ok

36.What is different between PST and OST?

 PST: - PST stand for Personal Storage Table, which will use for mails backup
 OST stand for Offline storage table; OST files are used to save data for offline use
and are stored in MS Exchange Server or mail server

37.If PST file is corrupted, how to recover it?

Ans:
 Exit Outlook and browse to one of the following file locations:
 Open SCANPST.
 Select Browse to select the Outlook Data File
 Choose Start to begin the scan.
  If the scan finds errors, choose Repair to start the process to fix them.
 When the repair is complete, start Outlook with the profile associated with the
Outlook Data File you just repaired.

38.Tell me some third-party software which will use for recover PST file?
 Easeus
 Stellar
 Sysinfo Tools

39.How to take backup of PST?

 Select File > Open & Export > Import/Export.
 Select Export to a file, and then select Next.
 Select Outlook Data File (.pst), and select Next.
 Select the mail folder you want to back up and select Next.
 Choose a location and name for your backup file, and then select Finish.
 If you want to ensure no one has access to your files, enter and confirm a
password and select OK

40.Extension of MS Outlook?
Ans: .PST

41.Outlook not responding problems?

 Remove hanging Outlook processes
 Start Outlook in Safe mode
 Disable your Outlook add-ins
 Close all open programs and applications
 Repair your Outlook data files
 Reduce the size of your mailbox and Outlook data file
 Let Outlook auto-archive or synchronize without interruption
 Turn off your antivirus software
 Repair your Office programs

42.What is difference between MS outlook and outlook Express?

MS Outlook
Designed for Business Users
Comes with MS office
Can send and receive multiple mails
 Has email, personal calendars, group scheduling task
And contact management.

Outlook Express
Designed for Home Users
Comes default with OS
Has only email and newsgroups functionality

43.What is the difference between IMAP & POP 3?

POP3
 POP is a simple protocol that only allows downloading messages from your
inbox to your local pc
 In POP3 the mail can only be accessed from a single user at a time
 To read mail, it has to download on local system
 The user cannot organise mail in mail box of mail server
 The user cannot create, delete or rename emails on mail server in POP
IMAP
 IMAP is advanced and allows the user to see all other folders on the mail server
 Messages can be accessed across multiple devices at a same time
 The mail content can read partially before downloading
 The user can organise the mails directly on mail server
 The user can create, delete or rename the emails on mail server in IMAP

44.Where the OST files will save?

Ans: OST files will save in MAIL Servers (Microsoft Exchange Server)

45.Latest versions of Antivirus?

Ans: Norton, Intego, Totalav, PCProtect, Mcafee, Heimdal, Mackeeper, Bullguard

46.What is EPO?
Ans: E-Policy Orchestrator: - It is responsible for updating the Antivirus.

47.Write 6 different types of Server Operating Systems in windows?

 Windows NT
 Windows 2000 Server
  Windows 2003 Server
 Windows 2008 Server
 Windows 2012 Server
 Windows 2016 Server
 Windows 2019 Server

48.What is ITIL?
Ans: ITIL – Information Technology Infrastructure Library.
ITIL is a process of IT services for business need.

49.What is SLA?
Ans: A service level Agreement (SLA) is a documented agreement between a service
provider and a customer that identifies services required and the expected level of
service.

50.What is Resolution Time?

Ans: Time Allocated for fixing an Issue depending on its priority.

51.Difference between Incident and Request?

Ans: Incident is an Unplanned Interruption and degradation of IT Services where as a
Service Request is Addition or Removal of IT Services.

52.Tell me few names of Ticketing Tools?

Ans:
HUBSPOT SUMMIT
HAPPYFOX CODESK
SAMANAG ZENDESK
E SUPPORTB
LIVE AGENT EE
BMC ZOHO
REMEDY SPICEWOR
SERVICE K
NOW(SNO HELPLINE
W)
53.Difference between TCP and UDP? With real time Example.
Transmission Control Protocol (TCP)
 TCP is a connection-oriented protocol.
 TCP is reliable as it guarantees delivery of data to the
destination router.
 TCP provides extensive error checking mechanisms. It
is because it provides flow control and
acknowledgment of data.
 Sequencing of data is a feature of Transmission
Control Protocol (TCP). this means that packets
arrive in-order at the receiver.
 TCP is comparatively slower than UDP.
 Retransmission of lost packets is possible in TCP, but
not in UDP.
 TCP has a (20-80) bytes variable length header.
 TCP is heavy-weight.
 TCP doesn’t support Broadcasting.
 TCP is used by HTTP, HTTPs, FTP, SMTP and Telnet.
Example: - a phone call, SMS or anything specific to
destination

User Datagram Protocol (UDP)

 UDP is a connection less Protocol.

 The delivery of data to the destination cannot be guaranteed in UDP.
 UDP has only the basic error checking mechanism using checksums.
 There is no sequencing of data in UDP. If ordering is required, it has to be
managed by the application layer.
 UDP is faster, simpler and more efficient than TCP.
 There is no retransmission of lost packets in User Datagram Protocol
(UDP).
 UDP has a 8 bytes fixed length header.
 UDP is lightweight.
 UDP supports Broadcasting.
 UDP is used by DNS, DHCP, TFTP, SNMP, RIP, and VoIP.
Example: - a FM radio channel (AM), Wi-Fi
 Scenarios
1. If user’s Display is not working and user want to rise ticket then Display is not
working but without Display how user can raise ticket?
Ans; - In this case, User can raise ticket by using beside user’s computer or user has
to inform to his/her reporting manager to raise ticket behalf of user.

2. If three users at same time ask you resolve their issues, in this scenario whose
call you will take in high priority?
Ans: - we have to take high priority on Designation & Position like who is in Top
level, that user’s issue we have to take in high Priority.

3. User will raise ticket by 6:25 and he will log out the pc by 6:30, after that engineer
will visit to respond ticket but user already logged out in this scenario how you
will close ticket?
Ans:- when Engineer try to respond the ticket and user is not available in this
scenario engineer will put this ticket in open and need to send mail to user, if 2 nd
day also user not available then Engineer need to do 2nd follow up, if third day
also user not available then we have to send 3rd follow up, even after that also
user not available then need to close ticket by putting comments that “user is
not available and sent so many follow up mails and no respond from user hence
closing the ticket”.

4. What is MOM Report?

Ans: Minutes of meeting.
Once in a month Reporting manager or site head will arrange one meeting with
all engineers in that how many members attended meeting and what was the
agenda of meeting and who was spoc of meeting and who is prepared MOM
report, entire things we need to update in MOM report.

ASSET INVENTORY
1. What is Asset Inventory?
Ans: Asset Inventory is a Process where all the IT assets are tagged with the
Organization regardless of their Condition.

2. What are the Formulas used in H-lookup and V-lookup?

Ans: H Lookup Formula: - =Hlookup (value,table, row_index,[range_lookup])
V lookup Formula: - =Vlookup (value,table, col_index,[range_looup])

3. What is the command to get serial number?

Ans: wmic bios get serial number

4. What is AMS?
Ans: Asset management services where we manage all the asset either in a excel
sheet or in a AMS application (URL based) by taking hostname, employ id, serial
number product number of all the machines like Desktops, Laptops, Printers,
Switches, Ups, Router, Server etc.

5. What is PAV activity?

Ans: It’s a physical asset verification activity where we verify whether the asset is
available in the site or not.

6. What is the use of PAV?

Ans: It helps us to track of the asset and maintain AMS.

7. How to add a system to the ASSET INVENTRY?

Ans: By accessing the URL based application like AMS or in EXCEL we do maintain the
assets.

8. What is the Life cycle of an Asset?

Ans: An IT asset is any company-owned information, software or hardware that is used
in the course of business. The main stages of an IT asset's life-cycle are planning,
procurement, deployment, usage, upgrade, decommission, disposition and
salvage.

9. What is IT Procurement?
Ans: IT Procurement is the series of Activities and Procedures necessary to acquire
information technology products and services.

10.What is procurement of assets?

Ans: Asset Management is a part of Procurement Services that is responsible for the
coordination of a physical inventory of all capital equipment, and for the campus
reporting of such.
11.Why need to prepare Gate pass?
Ans: If we want to send any IT materials outside then need to prepare gate pass, we
can prepare gate pass by using software or we can prepare on paper, like material
type like Desktop or laptop, or Router etc. we have to mention where we are
sending and why we are sending, who is carrying that Asset, all these things need
to mention in Gate pass, one copy of gate pass we have to give Security, one copy
of gate pass we have to give that person who is carrying materials and one copy of
gate pass we have to keep with us.

PRACTICALS
1. If disk boot fail appears on system the what is the issue?
2. If boot failure appears on system the what is the issue?
3. How to configure network printers?
4. How to check system configuration or system information?
5. Types of backups?
6. IT user or administrator forget windows login, the how to recover it?
7. 25 Run commands?
8. VPN configuration?
9. How to configure IP address in printer?
10. Printer & Printing issues?
11. Office 365 configuration?
12. How to configure proxy setting?
13. Vendor coordination?
14. Learn windows migration?
15. Installing configuring & managing printers?
16. MS Outlook configuration?
17. Creating local users?
18. Joining workgroup to domain?
19. Disk management, device manager, services
20. Taking computer backup over LAN & External Hard Disk?
21. Upgrading RAM in laptops?
22. Resolving computer hardware issues?
23. Installing managing & troubleshooting application?
24. Installing motherboard drivers & external hardware drivers?
25. Enabling & Disabling services?
PROTOCOLS
1. ARP: Address Resolution protocol
2. RARP: Reverse address resolution protocol
3. FTP: File transfer protocol
4. HTTP: Hypertext transfer protocol
5. HTTPS: Hypertext transfer protocol secure
6. TELNET: Teletype network
7. SMTP: Simple mail transfer protocol
8. POP: Post office protocol
9. IMAP: Internet message access protocol
10. SSH: Secure shell protocol
11. DHCP: Domain host configuration protocol
12. UDP: User datagram protocol