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Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

by Mark Smith, David Bayne, John Pickard

January 2025

Intermediate to advanced

341 pages

9h 21m

English

Cisco Press

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Goals and MethodsWho Should Read This Book?Strategies for Exam PreparationHow This Book Is Organized
“Do I Know This Already?” QuizFoundation TopicsIntroductionThe IT Support TechnicianCustomer Service Communication SkillsTime ManagementHelp Desk Queue ManagementService-Level AgreementsKey Performance IndicatorsTicketing SystemsDocumentationThe Problem-Solving ProcessExam Preparation TasksReview All Key TopicsDefine Key Terms
“Do I Know This Already?” QuizFoundation TopicsSafetyPorts and InterfacesIdentifying, Installing, and Upgrading Computer ComponentsHardware and Peripheral IssuesExam Preparation TasksReview All Key TopicsDefine Key TermsReferences
“Do I Know This Already?” QuizFoundation TopicsLocating Basic Network InformationBasic End-Device Network ConnectivityConnectivity TestingMultifactor AuthenticationExam Preparation TasksReview All Key TopicsDefine Key TermsCommand Reference to Check Your MemoryReferences
“Do I Know This Already?” QuizFoundation TopicsResolving Common Windows OS Systems IssuesResolving Common Application IssuesWindows System ToolsWindows Security ToolsMapping Cloud DrivesExam Preparation TasksReview All Key TopicsDefine Key TermsCommand Reference to Check Your MemoryReferences
“Do I Know This Already?” QuizFoundation TopicsmacOSmacOS System ToolsmacOS Security ToolsExam Preparation TasksReview All Key TopicsDefine Key TermsReferences
“Do I Know This Already?” QuizFoundation TopicsIntroductionCloud ComputingCloud Computing vs. On-Premises Data CentersCloud ProvidersCloud ServicesCloud ModelsVirtualizationHypervisors and Virtual MachinesVirtualization and Software-Defined NetworkingRemote AccessExam Preparation TasksReview All Key TopicsDefine Key Terms
“Do I Know This Already?” QuizFoundation TopicsSecurity ThreatsSecurity Threat MitigationCompany Policies and Confidentiality GuidelinesExam Preparation TasksReview All Key TopicsDefine Key TermsReferences
“Do I Know This Already?” QuizFoundation TopicsProfessionalismCompany Policies and ConfidentialityRemote Access Tools for TroubleshootingResearch ToolsDocumentation ToolsExam Preparation TasksReview All Key TopicsDefine Key TermsReferences
Tools and ResourcesStudy TipsSummary
The Purpose of This ChapterNews About the Next Exam ReleaseUpdated Technical Content

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Publisher Resources

ISBN: 9780135404089

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,and much more.

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Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.