Remote Support and Scripting Best Practices

A technician needs to provide remote assistance to a user who is working from home. The user is not on the same local network as the technician, and they prefer a simple, secure way to allow the technician to control their machine without manually configuring router settings. Which of the following tools is BEST suited for this situation?

• Virtual Network Computing (VNC)

• Microsoft Quick Assist

• Secure Shell (SSH)

• Remote Desktop Protocol (RDP) with port forwarding

An administrator wants to ensure that only authenticated users can initiate a Remote Desktop Protocol (RDP) session to a Windows server. Additionally, they need to protect against credential theft when connecting remotely. Which of the following settings should the administrator configure?

• Disable TCP/3389

• Enable Network Level Authentication (NLA)

• Use VNC with a strong password

• Enable guest accounts for RDP access

A system administrator is writing a Bash script to automate system backups. During testing, the script enters an endless loop, consuming system resources and making the server unresponsive. Which of the following BEST describes a scripting best practice to prevent this issue?

• Use comments to document each line of code

• Always use API calls instead of loops

• Validate loop exit conditions before deployment

• Avoid using variables in scripts

A technician is deploying a remote monitoring and management (RMM) tool that allows them to track performance metrics, apply patches, and offer remote support for company devices. The client requests out-of-band (OOB) management capability for hardware issues, even when the OS is not running. Which of the following technologies should the technician recommend?

• Intel vPro / AMD PRO

• Secure Shell (SSH)

• Microsoft Remote Assistance

• Virtual Private Network (VPN)

A junior admin needs to create a script that checks for a mapped network drive and remaps it if necessary. They are using PowerShell on a Windows system. Which of the following lines of code would accomplish this task?

• if [ -z "$1" ]; then echo "No drive"; fi

• If (Test-Path L:) { Get-PSDrive L | Remove-PSDrive } New-PSDrive -Name "L" -Persist -PSProvider FileSystem -Root "\\MS10\LABFILES"

• scp user@remotehost:/path /localpath

• ping \\MS10\LABFILES

An IT security specialist is concerned about the risk of exposing Remote Desktop Protocol (RDP) to the Internet by opening port 3389 on the firewall. They want to provide secure remote access for users. Which of the following solutions would BEST address this concern?

• Use a VPN to tunnel RDP traffic

• Disable Network Level Authentication (NLA)

• Enable port forwarding for TCP/3389

• Install a VNC server

A developer wants to automate the installation of applications and perform automated backups on multiple machines running different operating systems. Which of the following scripting languages would be MOST appropriate for cross-platform automation?

• PowerShell

• Batch scripting

• Python

• Visual Basic Script

A technician is setting up a new workstation for an employee. To ensure proper record-keeping and future support, which of the following should the technician document during the setup process?

• Personal social media accounts

• Serial numbers and asset tag IDs

• Employee’s preferred web browser

• Employee’s favorite applications

A help desk technician receives a ticket regarding an application crash that they cannot resolve. According to best practices, which of the following actions should the technician take NEXT?

• Close the ticket as unresolved

• Escalate the ticket to a higher tier

• Delete the ticket and ask the user to submit a new one

• Advise the user to reinstall the application themselves

A company plans to implement a system-wide software upgrade. Which of the following should occur FIRST in the change management process?

• Inform end users about downtime

• Perform sandbox testing

• Submit a change request detailing the scope and purpose

• Develop a rollback plan