Introduction

It is important that the exam candidate understands typical usage scenarios for different mainstream operating systems and specialist mobile operating systems. In an enterprise environment, it is important that support technicians can support and troubleshoot many different devices. Modern enterprise networks need to tailor their approach for many different end-user scenarios, from on-premises support to remote and mobile users. Devices may connect to applications and services using various network media, including Bluetooth, cellular and wired connections, and Wi-Fi.

It is important that technicians can configure and troubleshoot all types of network connections. There is a need to upgrade hardware and software solutions over time, and knowledge of any constraints or requirements when planning for upgrades is important. To offer a speedy response to customer support requests, the technician should be able to choose the correct tool or techniques, so a good understanding...