0:03 howy folks welcome to module one of the
0:07 full compa A+ course as you can see this
0:09 first module of the course is called
0:13 what does an IT specialist do for those
0:15 of you new to the channel or this course
0:18 this course is based on the 1,200 series
0:21 version of the course but you can
0:23 however also use this version of the
0:26 course to study for the previous 1,100
0:29 series version or the 1,300 series
0:31 version when it eventually gets released
0:33 since the content well is usually about
0:35 95% the same between these courses now
0:38 folks this 1,200 series version of the
0:41 course will once again consist of a core
0:48 one and a core two we have the 2 120-
0:51 1,21 now that is also known as the core
0:53 one as I'm sure you guys know by now and
0:57 then of course we've got the 220
1:01 d122 which is also known as the core two
1:04 both of these get fully covered in this
1:06 course if you don't know yet and if
1:08 you're wondering how many modules this
1:10 course consists of well folks it
1:14 consists of 22 modules in total there
1:16 will be a dedicated video for each of
1:18 these 22 modules and since I'll be
1:21 covering a whole module in each video
1:23 some of these videos will be a bit long
1:25 folks they will usually be about 1 hour
1:27 long sometimes 2 hours depending on the
1:30 topics in that specific module and the
1:32 end of the day we will be covering
1:34 everything in each module so if you're
1:36 preparing for the official A+
1:39 certification exams you are in the right
1:41 place folks now folks for your
1:43 convenience each video will also have
1:45 timestamps added into the video
1:47 description so if you may be looking for
1:50 something specific in a module or maybe
1:53 you just want to revise on something
1:55 specific like a specific topic well the
1:58 time stamps of it to make your life
2:01 easier it takes forever to put those
2:03 into a video folks so by all means
2:06 please feel free to use them and then
2:08 Folks at the end of this course playlist
2:10 I will also be adding a couple of
2:12 dedicated custom practice question
2:14 videos for you guys to test your
2:16 knowledge on what you've learned in this
2:18 course and also to see if you're ready
2:21 to set for the official comp A+ exams
2:23 all righty folks let's talk about the
2:26 agenda for this first module of the
2:29 course each module consists of various
2:30 sections and obviously each module will
2:33 have a different amount of sections now
2:36 today's module consists of only two main
2:38 sections the first main section we'll be
2:42 diving into today is called the hero of
2:45 problem solving yes I kid you not that's
2:47 the actual name of that section the
2:49 second main section we'll be covering in
2:51 this module is called the
2:54 troubleshooting methodology now this one
2:55 folks is especially important if you're
2:58 planning writing the exam you can expect
3:01 multiple questions about this the exam
3:02 anyway folks if you haven't done it
3:05 already do your homie here a favor and
3:06 show this video and this channel some
3:08 love by giving it a like you will not
3:10 just be helping me in this video but
3:12 you'll also be helping other people that
3:14 are studying for the A+ exams by giving
3:16 this video a like you'll be getting it
3:17 in front of more people that actually
3:19 needs it people that don't necessarily
3:21 have money to pay for courses like this
3:22 you'll be helping a lot of people out by
3:24 doing so and then of course if you'd
3:26 like to know when the next modulus
3:28 course goes live or any have my other
3:30 content for that matter Maybe consider
3:32 subscribing otherwise you might miss it
3:34 all right folks now that we have all of
3:37 that out of the way let's go dive into
3:58 [Music]
4:01 section all right folks the name of this
4:02 first section in case you folks don't
4:06 remember the hero of problem solving man
4:08 I can't say that of a straight face I
4:09 don't know what comp you was thinking of
4:13 that name but all right we'll go for it
4:14 now guys in this first section the first
4:16 thing we're going to be talking about is
4:19 the role of an IT specialist what
4:23 exactly does an IT specialist do now
4:24 some of you guys might have a more or
4:27 less idea but do you really know so one
4:29 of the first things you need to know
4:32 about IT specialist guys is they this
4:34 could be you are in charge of managing
4:36 computer systems this could be a small
4:39 computer system this can be a large
4:41 computer system and this small/ large
4:43 concept applies to everything else I'm
4:44 about to mention to you guys on this
4:46 list as well so when I say a small
4:48 computer system this could be a small
4:50 office home office environment which we
4:54 refer to as a Soho s o ho this could
4:55 literally just be like five or 20
4:58 machines and your job as a technician
4:59 would be to go and manage those 20
5:02 machines give the users what they need
5:04 so if they need a machine of certain
5:06 specs your job would be to give the
5:08 machine that meets those specs your job
5:10 would be to make sure these machines are
5:13 up to dat your job would be to make sure
5:15 these machines are secure now managing
5:17 your computer system folks can also be a
5:20 medium or a large size environment so
5:22 this could very well extend to hundreds
5:25 if not thousands of computers so there's
5:27 going to be many cases this is the more
5:29 likely scenario where you will be one of
5:31 many technicians managing an environment
5:33 that consists of hundreds if not
5:35 thousands of computers now usually
5:38 because of how many these computers are
5:39 it's simply not feasible for you to go
5:41 and walk up to every machine and go and
5:44 do stuff manually nope instead in those
5:47 environments we have softwares that Aid
5:49 us with that now unfortunately this
5:50 course is not about those softwares but
5:52 in case you're curious that would be
5:54 things like Microsoft inun it'll be
5:56 things like Microsoft's configuration
5:58 manager just to name a few you get lots
6:00 of software out there that allow use an
6:02 administrator to manage these devices
6:05 you can see what devices people have you
6:08 can see the specs of those devices you
6:09 can see what operating system they've
6:13 got installed build wise addition wise
6:14 you can see the software they've got
6:16 installed updates and drivers they've
6:18 got installed you can see the security
6:20 they've got on those devices now never
6:22 mind seeing folks you can do you can
6:25 install or uninstall software updates
6:27 and drivers you can go and enforce
6:28 certain security requirements like
6:31 forcing us to have bit Locker encryption
6:33 you can force them to have a strong long
6:35 complicated password you can force them
6:37 to geographically speaking be in a
6:39 certain location it extends well beyond
6:42 lots of things but in short folks
6:44 managing a computer system is just you
6:46 making sure people have what they need
6:49 in a nutshell now folks another role of
6:52 the IT specialist is managing Network
6:54 systems so that would be installing the
6:57 physical network cables installing the
7:00 network switches the routers installing
7:02 the firewalls also managing and
7:04 configuring these routers switches and
7:07 firewalls it is to go and create things
7:09 like vlans if you know what a VLAN is if
7:11 you don't know what a VLAN is don't
7:12 stress that does get covered in the
7:14 course later on it is to go and
7:17 configure subnetting also if you don't
7:19 know what it is it gets covered later in
7:21 the course so the point here is it's for
7:23 you to go and create and establish a
7:26 physical Network and or a digital
7:28 Network in a company environment to
7:29 maintain that environment so if
7:31 something goes wrong for you to have
7:33 enough knowledge and skill to be able to
7:35 troubleshoot that environment now the
7:38 role of an IT specialist also includes
7:41 resolving things resolving things like
7:44 computer hardware related issues or
7:46 software related issues now to be able
7:49 to do this guys you need to know and
7:50 understand the troubleshooting
7:52 methodology something we are going to
7:54 cover today in this specific module so
7:56 stay tuned for that so the
7:57 troubleshooting methodology in a
7:59 nutshell is just the steps one would
8:01 take to go troubleshoot an issue for
8:03 yourself or a user now obviously this
8:05 issue could be hard related or it could
8:07 be soft related now resolving these
8:09 issues you need to have a certain level
8:11 of experience it's not just about
8:12 knowing what the troubleshooting
8:15 methodology is you need to have
8:17 experience with experience as soon as
8:19 the user starts mentioning the symptoms
8:20 they're experiencing you'll already have
8:23 a fairly good idea of where to start
8:24 troubleshooting it's not just going to
8:26 be a guessing game think of this as
8:29 going to your doctor now when you go to
8:30 your doctor doctor guys and you start
8:32 mentioning the symptoms you're
8:35 experiencing usually because of
8:36 experience you'll oftenly the doctor
8:38 will already know what's wrong of you
8:40 you will have no idea but they will
8:42 already have a very good idea simply
8:44 because of their experience they've seen
8:46 this enough times they've been around
8:47 the block a couple of times if you want
8:49 to put it like that and obviously that
8:51 allows them to identify a problem a lot
8:54 quicker it allows them to identify your
8:57 illness a lot quicker just like you will
8:58 eventually be able to identify the
9:00 illness that someone's computer is
9:02 experiencing think of yourself as a
9:04 computer doctor I know it sounds
9:05 ridiculous but that's basically what you
9:07 guys are going to be one day you are
9:09 going to be a computer doctor and by the
9:12 users mentioning to you what symptoms
9:14 their computers are experiencing due to
9:16 your experience you'll often know what
9:18 the problem is without even testing it
9:20 you can already start suggesting a
9:21 couple of solutions to these guys it's
9:24 pretty crazy now the role of an ID
9:26 specialist folks is also establishing
9:29 computer networks so very much the same
9:30 as man man in computer networks now
9:31 establishing computer networks never
9:33 mind installing the physical cables and
9:35 switches and routers and stuff like that
9:37 it's also the digital configuration of
9:40 networks never mind vlans and subnetting
9:41 this could literally be for you to go
9:45 and set up VIP address of a computer so
9:47 if you go and set up the IPS of one or
9:50 more machines or devices that could be
9:52 seen as establishing computer networks
9:54 this includes but also extends to things
9:56 like wireless network folks you will
9:58 from time to time have to go and create
10:00 what we call wireless networks you'll
10:02 have to go and set up the SS IDs you'll
10:03 have to go and set up the wireless
10:06 passwords possibly something like a Mac
10:08 falter if you know what Mac filtering is
10:11 guys and then lastly folks the role of
10:15 an IT specialist is to help people help
10:18 employees or to help customers now this
10:20 sounds very easy on paper but let me
10:21 tell you this is probably going to be
10:23 one of the hardest parts here very often
10:25 I've hired the employees in my life guys
10:27 it sounds very easy to do that but often
10:29 one of the very weirdest things I look
10:32 for on someone's CV or their resume is
10:34 to see if they have any experience when
10:36 it comes to working of customers this
10:38 could literally be someone like a waiter
10:41 or a waitress now that obviously has
10:44 nothing to do with it but what I see is
10:46 somebody that has worked with difficult
10:49 users difficult customers because we
10:50 know you're going to get some of those
10:51 customers that are completely
10:53 unreasonable completely rude they'll be
10:55 so rud to the waiter or the waitress
10:57 even though they haven't done anything
10:59 wrong now obviously those Waiters is and
11:02 waitresses they've learned to deal with
11:03 these difficult customers not to swear
11:06 at them not to yell at them to apologize
11:08 and say sorry so we're going to do our
11:09 best we're going to see how we can fix
11:12 this so that's what I see when I hire
11:14 someone and they mention on their CV or
11:15 the resume that they've worked as a
11:17 waited or a waitress guys this is just
11:19 an example by the way so I see this as
11:21 someone that's got experience with
11:23 working with difficult people and that's
11:24 definitely a skill you're going to have
11:26 to have when it comes to working in it
11:29 you're going to have users customers
11:30 clients the employees which are going to
11:33 be completely crazy unreasonable just
11:36 plain rude of you at times and all you
11:38 can do is well you can't swear at them
11:40 you can't yell at them all we can do at
11:42 times is just apologize even though we
11:44 know it's not their fault this might be
11:46 them just being incompetent but we can't
11:48 say that we can think it but we can't
11:51 say that so yeah guys it's a lot easier
11:54 said than done really it is anyway folks
11:56 something else I want to talk to you
11:58 about you know when it comes to it
12:00 Specialists and what they do that would
12:04 be the skills and the abilities that
12:05 someone would need to have when they
12:07 want to become an IT specialist this
12:10 will be someone like yourself so what
12:12 are these skills and abilities and guys
12:13 keep in mind what I'm showing you on my
12:15 list today is not everything these are
12:17 simply the main ones you need to know
12:19 for the A+ course and for the A+ exam so
12:22 the first one is problem solving
12:24 probably one of the most famous ones and
12:26 one of the most obvious ones so for you
12:29 to be an IT specialist you need to be
12:31 able to do some problem solving you need
12:33 to be very good at problem solving and
12:35 to be able to do that one of the things
12:37 we will go and use is the
12:40 troubleshooting methodology there I go
12:41 again mentioning the troubleshooting
12:42 methodology something we have not
12:45 covered yet it's coming up in the second
12:47 section this video but you will need to
12:49 know the troubleshooting methodology and
12:51 using those guidelines if we want to
12:53 call it that you will be able to go and
12:55 do troubleshooting and you will be able
12:57 to go and do problem solving you will
13:00 know what question to ask the user or
13:03 the customer or the client you will know
13:05 what symptoms to look for you will know
13:08 what tools to go and use you will know
13:10 where to start looking what to do and
13:13 what not to go and do other things you
13:15 guys need to know with regards to skills
13:17 and abilities is communication now that
13:19 might sound silly to you guys but it's
13:21 not guys communication is a very
13:24 important skill to have an it as an IT
13:26 specialist it actually includes a lot of
13:28 things so communication is for you to
13:31 tell the customer the client or the
13:33 employee what's going on imagine for a
13:36 moment you are taking your car to the
13:37 dealership I know it sounds unrelated
13:40 but hear me out you're taking your car
13:42 to the dealership maybe it's just for
13:44 the routine service now when you go back
13:46 later that day to go and fetch your car
13:48 from the dealership for its routine
13:51 service suddenly you get told oh we saw
13:53 your brakes were done so we changed your
13:55 brake pads we changed this and we
13:57 changed that now isn't that going to
13:59 tick you off if they go and change and
14:01 fix all kinds of things without your
14:03 permission especially if they start
14:06 billing you for this you were planning
14:07 for a routine service which you know
14:09 maybe it's under a service plan you
14:11 might not even have to pay anything in
14:12 but now they go and fix and change all
14:14 kinds of things and now they want to
14:16 build you for afterwards that is just
14:20 very bad customer service it's very bad
14:22 communication now wouldn't it be nice
14:24 that if the car is on the lift they
14:26 phone you and say dear sir or Madame
14:28 your car is on the lift as we speak we
14:30 see your Brak pads are finished while
14:32 it's on the lift would you like us to
14:34 change the brake pads or would you like
14:36 to do this at a later time and I might
14:38 say you know what bro I haven't gotten
14:40 paid yet I'm only getting paid next week
14:41 I don't have the money right now but
14:43 thank you for informing me I'll do it
14:46 next week that is good communication
14:48 skills now an it it refers back to the
14:51 same thing should you see something
14:53 wrong on someone's machine their
14:56 firewall their environment whatever this
14:58 is it's a good idea to inform the
15:00 customer the client or the user of what
15:03 the cheese is going on I used to work
15:04 for a company I'm not going to mention
15:06 my name because I signed ndas and all
15:08 that kinds of stuff but I used to work
15:11 for a company and every day with all the
15:13 tickets I had open I had to go and phone
15:15 those customers or those companies the
15:17 next morning so the next morning 8:00 in
15:18 the morning when I'm having my cup of
15:22 coffee I had to phone each and every one
15:24 of these customers and companies to give
15:26 them an update whether they want it or
15:27 not some companies didn't care some
15:29 people really appreciate it so it's just
15:31 to phone him saying sir ma'am your
15:33 ticket is still open I have done the
15:35 following I'm going to do the following
15:37 next we don't know what the issue is yet
15:39 but we suspect it's going to be this we
15:40 suspect it's going to take another two
15:42 hours it's just to give them an update
15:44 as to what has been done what are we
15:46 going to be doing next and what the
15:49 expected ETA is very important to give
15:52 companies and customers U an update as
15:54 to what is going on I mean wouldn't you
15:55 like to know what's going on in your
15:57 machine can you imagine you are this
16:00 user put yourself in the shoes of that
16:02 user now there's something wrong with
16:04 your machine you send this machine in
16:06 for repairs but now you've got no idea
16:08 how long it's going to take or what they
16:10 will be doing wouldn't it be nice if
16:12 they found you maybe during the course
16:14 of the day saying Hey listen sir or
16:15 ma'am we have done the following on your
16:17 machine it doesn't seem to be the
16:19 problem um we're going to do the
16:21 following steps next this should take us
16:23 about 2 hours uh we suspect your
16:24 machine's going to be ready in about 2
16:26 hours but if not we will phone you 2
16:28 hours just to give you another update
16:29 wouldn't that be nice for folks if you
16:31 received an update like that that's
16:33 exactly the idea here communication is
16:35 key guys so if you're working for a
16:36 company that works for many other
16:39 companies that just looks professional
16:40 and you are going to get more customers
16:43 in the end of the day professionalism is
16:45 key here guys now speaking of
16:46 professionalism that brings us to
16:49 customer service now as you can see
16:51 communication and customer service have
16:54 a lot in common also something I would
16:56 look for on people's TV so somebody once
16:58 again mentioned they were a waiter or a
17:00 waitress just using as an example guys
17:02 obviously not limited that but if
17:04 somebody mentions to me on their CV or
17:06 their resume that they have been a
17:09 waited or a waitress I see that as good
17:12 customer service this person has skills
17:14 when it comes to working with difficult
17:16 customers so when you have a customer
17:19 yelling at you swearing at you all you
17:22 can do is just apologize say apologize
17:23 for the inconvenience you're
17:25 experiencing we will get on it so
17:27 imagine yourself working at a computer
17:29 store it's a normal computer store this
17:30 could possibly even be in a mall
17:32 somewhere guys you get a customer or a
17:34 client that brings in the machine into
17:36 the mall into a little store in the mall
17:39 and now this machine is broken now you
17:41 fix the machine maybe it's perfectly
17:43 fine now the next day they bring back
17:46 the same machine that you've already
17:48 fixed I kid you not it's going to happen
17:50 and what will often happen is when they
17:53 bring it back it'll be the exact same
17:55 issue in other words the user is the
17:57 problem not the computer and they will
18:00 yell at you they will swear at you
18:01 insult you of whatever else you know
18:03 they can think of here now end of the
18:04 day you cannot yell at the customer you
18:07 can't say Hey you are the problem and
18:08 you know say all kinds of mean words
18:09 that I'm not allowed to say Here on
18:11 YouTube you can't say those things all
18:15 we can do is say Sir ma'am I apologize
18:17 for the inconvenience let me have a look
18:19 at it now on that note guys
18:20 unfortunately you are going to get
18:21 people that's going to take chances they
18:23 will try and get a freeb fix here so
18:25 usually when you fix a machine a little
18:27 bit of off topic here we make them sign
18:29 for it it's a document that they signed
18:31 that the machine is working you show
18:33 them that it's working and on this
18:35 document it says what was wrong with the
18:36 machine and what was done to fix the
18:38 machine you also make them sign and
18:40 acknowledge not just that it's working
18:42 but that they've seen that it's working
18:43 and if they come back at that machine
18:45 afterwards and say oh it's broken again
18:47 or ever since you worked on his laptop
18:49 this doesn't work or that doesn't work
18:50 because they will try that stunt with
18:52 you then you can pull out that document
18:55 that says uhuh look here you've signed
18:57 and acknowledged that the machine wasn't
19:00 a working condition when you received it
19:01 uh you will get those people that's
19:02 going to try their luck from time to
19:05 time all right folks and then the fourth
19:06 thing I'm going to mention to you guys
19:09 here is attention to detail as an IT
19:12 specialist you need to have an eye for
19:14 detail you need to be able to spot
19:16 things that the average Joe does not
19:18 spot this can be small things can be big
19:20 things often this will be small things
19:24 things that are out of the ordinary so
19:26 let me mention an example here let's say
19:29 a user says my machine machine does not
19:31 want to start now obviously that can be
19:33 anything for a person to say my machine
19:35 doesn't start the list is longer than a
19:37 Christmas list of what it could possibly
19:40 be it could be anything but now they're
19:41 going to mention a couple of symptoms to
19:43 you again and that's obviously now where
19:44 experience comes in as well never mind
19:46 attention to detail they might mention
19:48 that when they start a machine it starts
19:52 fine it runs about 10 minutes maybe 15
19:54 minutes and then it just shuts down on
19:56 its own completely randomly when they
19:57 try and press the start button again
19:59 right afterwards nothing happens the
20:02 machine does not want to start but if
20:04 they leave it for about 20 minutes 30
20:06 minutes or so and they try again
20:09 suddenly it magically starts again and
20:11 then it just idles for another 10 or 15
20:12 minutes and then it just shuts down on
20:16 itself what could this possibly be now
20:18 that folks is an overheating issue just
20:20 an example the machine obviously gets
20:22 too hot they've got these safety sensors
20:24 built into them and if it gets too hot
20:26 to avoid any potential damage the
20:28 machine shuts itself down automatically
20:29 a lot of cars these days actually have
20:31 the same sensors built into the engines
20:33 if it detects the engine gets too hot
20:35 it'll kill the engine and only after
20:36 it's cool down properly enough will'll
20:38 allow you to start the engine again this
20:40 is to prevent damage to your engine and
20:42 the same can be said about your computer
20:44 if it detects that your machine is
20:45 getting too hot it doesn't know why it's
20:47 getting too hot but if it gets too hot
20:49 it's going to shut down the machine
20:50 automatically and you will not be able
20:52 to start again until the sensor detects
20:54 that that's cool enough to start the
20:56 machine safely again so but the user
20:58 just telling me all of those things I'm
21:01 I already know that it's overheating
21:03 that's me paying attention to detail but
21:04 it's also a little bit of mix off well
21:06 experience so you're going to have to
21:08 look for small little details this could
21:10 be something small on a motherboard
21:13 could be small on the network maybe it's
21:14 something you have to go and spot in an
21:16 event log somewhere but attention to
21:18 detail will often allow you to solve
21:20 problems that other people cannot solve
21:22 guys a fifth thing I want to mention to
21:25 you guys as analytical reasoning you
21:27 need to be able to think on your feet
21:29 here do not think like the customer or
21:32 the user think like a technician think
21:34 of the troubleshooting methodology that
21:36 we mentioned earlier the one that we're
21:37 still going to discuss later in this
21:39 video so you need to think like a
21:41 technician if the customer for example
21:43 mentions my machine doesn't want to
21:45 start now once again that could be
21:48 anything but if they mention my machine
21:50 does not want to start ever since
21:52 yesterday afternoon it was working
21:55 perfectly fine yesterday but this
21:56 morning it doesn't so now we already
21:59 know something happened between
22:02 yesterday afternoon and this morning now
22:04 using your analytical reasoning you will
22:05 be able to think of things like you know
22:08 what maybe it's an update let me first
22:10 go and check if it's not an update and
22:12 if you see there was a couple of updates
22:14 that took place chances are very likely
22:17 that one of those updates is the culprit
22:19 or if the user tells you that yeah last
22:21 night there was a storm taking place and
22:23 that kind of stuff as well that could
22:25 also possibly be the cause for all we
22:27 know there was a lightning strike there
22:28 was a power surge of s short somewhere
22:30 along the power line and that caused the
22:32 power supply of your PC to kick the
22:34 bucket you know we never know so that is
22:36 analytical thinking guys analytical
22:38 reasoning you need to think out of the
22:41 box here have the ability to think out
22:43 of the box think logically of what could
22:45 have caused something and where to start
22:47 your troubleshooting so if the user is
22:48 unable to tell you anything that's
22:50 useful I would start to do obvious
22:52 things start checking all the monitoring
22:54 things on the machine go into Event
22:56 Viewer for those of you that don't know
22:57 what Event Viewer is it shows you logs
23:00 of what happen on this machine go into
23:02 your V view if the machine is still able
23:04 to start go and check all the logs of
23:07 the machine if the machine is not able
23:10 to start maybe go and test each part
23:12 individually start with the power supply
23:13 because that's normally the most likely
23:15 culprit if that doesn't work change
23:16 something else and then change the next
23:18 part and then the next part you start in
23:21 a logical order until you find a culprit
23:22 and then another ability your skill
23:25 folks is time management this is
23:26 actually a very important skill not just
23:28 in it but in a lot of careers actually
23:31 so time management is very important in
23:33 a lot of fields so if you are for
23:36 example in the intern or if you're on
23:38 some sort of learnership program and
23:40 your show laid up for work that already
23:42 tells the potential employers a lot
23:44 about you it tells them that you're not
23:46 serious it tells them that you are not
23:48 professional that you don't want this
23:50 job necessarily so if you always show up
23:54 in time for you know appointments for
23:56 work for whatever this might be or even
23:58 a little bit early not too early
23:59 otherwise you look too eager and it also
24:00 looks unprofessional maybe about 10
24:03 minutes early maybe 15 minutes early
24:05 that's not too eager but also looks
24:08 professional so if this is a maybe your
24:10 just your job maybe it's a visit you
24:13 have to go to at a site or a client
24:17 whatever the case might be don't be late
24:20 be on time preferably be there 5 10
24:22 minutes or even 15 minutes ahead of time
24:23 it looks more professional when you do
24:26 that and in the event of you being
24:28 unable to you know meet this obligation
24:30 you know the time you've agreed to phone
24:33 your work or phone the client and let
24:34 them know you're going to be late so if
24:36 you are on your way to your client and
24:38 let's say you get stuck in traffic there
24:39 was an accident on the freeway or
24:41 whatever the case might be phone the
24:43 customer phone the client tell him sorry
24:45 sir I apologize for the inconvenience
24:46 I'm stuck on the freeway there seems to
24:50 be an accident here can we reschedule or
24:52 um is it fine if I'm coming half an hour
24:53 later because there an accident on the
24:54 highway and often you will find that
24:56 these people are actually very gracious
24:57 if you tell them why you're going to be
24:58 late you know if you tell them hey it's
25:01 an accident on the freeway then they
25:02 might actually be fine with that because
25:03 that's life guys that's something is
25:05 completely not within your power you
25:06 know it's it's something you have got no
25:08 control over that's just called life I
25:10 guess and if you tell them things like
25:11 that a lot of times they'll be fine if
25:13 you coming half an hour or an hour later
25:15 at least they can go and do other things
25:16 then it's going to be very
25:17 unprofessional though they expect you
25:19 there a certain time let's say 8:00 in
25:21 the morning and they wait and they wait
25:23 and they wait you only rock up half an
25:25 hour or an hour later that's very
25:27 unprofessional man put yourself in that
25:29 person's shoes here you are waiting for
25:30 someone that's supposed to be there at
25:33 8:00 and you wait and you wait now it's
25:35 halfast 8 eventually it's 9:00 and the
25:36 person is still not there and you
25:39 haven't heard a word from them now that
25:41 is very unprofessional that is going to
25:43 get your blood boiling but if you
25:45 expecting this person 8:00 and maybe
25:47 slightly before 8:00 the person phones
25:48 you and tells you sorry I apologize I'm
25:51 going to be late I'm stuck in traffic at
25:53 least you know now now you can go and do
25:55 something else in that time and you know
25:56 more or less when this person is going
25:59 to arrive guys so time management is key
26:01 if you are busy working on something as
26:04 well it's always a good idea to tell the
26:06 customer how long you think it's going
26:08 to take and to try and keep to that
26:10 schedule as well so that also falls
26:12 under customer service and communication
26:14 skills so a lot of these skills actually
26:15 kind of sort of integrated one another
26:17 something you might have noticed by now
26:18 so if you think you're going to be late
26:20 with a project you know maybe you're not
26:21 going to finish on time so if you said
26:22 you're going to be down at 4:00 and you
26:24 start seeing okay you know what Shucks
26:26 this is not going to be finished at 4:00
26:26 I'm only going to be finished around
26:29 6:00 tell the customer the client sir
26:31 ma'am I apologize but so far it does not
26:33 look like I'm going to be done by 4:00
26:34 so far it looks like I'm going to be
26:37 about an hour or two hours late at least
26:39 once again they know so time management
26:41 is key try and keep the deadlines you
26:43 specify for yourself so what I would
26:45 suggest on that note guys is always
26:48 specify a longer period than what you
26:49 think something's going to take so if
26:51 you're fixing something or
26:53 troubleshooting something and based on
26:54 your experience if you noce something's
26:56 going to take an hour tell the customer
26:57 or the client it's going to take an hour
27:01 and a half or 2 hours that way if
27:03 something happens you know something
27:06 unforeseen you've got a buffer so if you
27:07 told the customer it's going to take 2
27:09 hours but you know it's going to take an
27:11 hour and now it actually takes an hour
27:13 and a half it's still going to be half
27:15 an hour earlier than what you told them
27:16 meanwhile it's half an hour longer than
27:18 what it's supposed to actually take but
27:20 you told them two hours and you took an
27:23 hour and a half so according to them you
27:25 look like sunshine you look like a
27:27 rainbow you look amazing because you
27:28 said 2 hours
27:30 but you finish this in freaking an hour
27:33 and a half so to them you look amazing
27:34 but they don't realize that actually you
27:36 took longer than what you were supposed
27:38 to so do not tell them it's going to
27:40 take an hour if it is going to take an
27:42 hour always give yourself a little bit
27:45 of buffer room folks otherwise when the
27:47 poop is the fan you've got absolutely no buffer
27:48 buffer
27:52 whatsoever all right and then folks
27:55 collaboration as a technician you are
27:57 not going to be a lone wolf you will
27:59 need to work with other people from time
28:01 to time sometimes these other people are
28:02 going to be fellow technicians or
28:04 Engineers so you're going to have to go
28:08 into a company a server room a firewall
28:11 and you will have to work in conjunction
28:13 with a team of other ID people this
28:15 could be at your company so if you are
28:18 the it for a company chances are very
28:19 likely you're not going to be the only
28:21 it person there you're going to be in
28:23 charge of something specific that's
28:24 something specific might have two or
28:26 three people working on it so you might
28:29 be in charge of let's say the firewall
28:30 but maybe on this company's firewall
28:31 there's two or three people working on
28:33 it just because of the sear amount of
28:35 work so there's a very good chance
28:37 you're not going to be alone in your
28:38 department there's a very good chance
28:40 you're not going to be alone in it at
28:43 your company you need to know how to
28:45 work with other colleagues you need to
28:47 know how to go and share information
28:50 them help them and have them help you
28:53 there's no such thing as somebody in it
28:55 that knows everything and that includes
28:57 myself guys I might have a lot I've got
28:58 more than two decades experience not
29:00 just in training but also in the field
29:02 but just because I know a lot does not
29:04 mean I know everything there's a lot of
29:05 things out there that I don't know and
29:07 I'm not ashamed to mention that that
29:10 applies to everybody that's called being
29:12 human folks if you tell me you know
29:13 everything I know you're lying there's
29:16 no such thing so know your limits
29:18 whenever you get to something you don't
29:19 know how to fix it or maybe you've never
29:21 worked on that something specific you
29:23 should not be ashamed to ask for
29:24 assistance I used to work for the
29:26 engineering company and sometimes I
29:28 would go out to a client and I'll be
29:29 able to fix the problem completely on my
29:32 own other times I would go out to this
29:34 client I've got a fairly good idea what
29:36 the problem is but the device I've got
29:38 to go and configure it on I've got no
29:41 experience on doing that so maybe it is
29:43 a firewall or a switch I've got to go
29:45 and do configuration on now I've got
29:47 experience on valls and switches but you
29:50 get many Brands you get many models
29:52 maybe this actually was really the case
29:54 I used to be a very experienced Cisco
29:56 professional but now maybe today the
29:59 device I've got to work on is is an HP
30:01 it's slightly different I don't have
30:02 experience of HP I've only got
30:05 experience of Cisco so I know what needs
30:06 to be done I just don't know how to do
30:08 it on this specific make and the
30:09 specific model so what I'm going to do
30:11 is I'm going to ask my colleagues who's
30:13 got experience of HP I'll plug myself
30:15 into the device and I'll have them
30:17 remotely connect to my laptop and then
30:19 have them configured after I give them
30:21 instructions on what I need done and
30:23 then later that same afternoon you'll
30:24 find that other technician just assisted
30:27 me I've could to assist them now now
30:30 they need assistance of a Cisco device
30:33 they know HP I know Cisco so today they
30:35 helped me with HP now I'm going to help
30:37 them with Cisco so it's a classic case
30:38 if you scratch my back I scratch your
30:40 back there is no such thing as somebody
30:42 knows everything so when I need their
30:44 help they help me when they need my help
30:47 I help them we share and exchange skills
30:49 and information so collaboration folks
30:50 is really going to make your life easier
30:52 the quicker you learn to work as a team
30:56 the better and then folks creativity as
30:59 9y person you need to be creative
31:00 sometimes now when I say creative I
31:01 don't mean you're going to have to go
31:02 and draw a picture guys we're not going
31:05 to go and draw or paint a picture you
31:06 are going to have to be creative in a
31:08 sense of ideas you're going to have to
31:10 come up from time to time so to give you
31:12 an idea I had this client once that had
31:15 a section their Network that kept going
31:17 down and up down and up so it will be on
31:20 and off on and off so it was weird it's
31:21 all the same people about approximately
31:23 five people in the same section of the
31:25 building so I thought okay what do these
31:27 guys have in common they're network
31:29 cables so I went into the roof thinking
31:31 it maybe it's a rat or something chewing
31:33 on the cables it turns out it was not it
31:36 turns out their network cables were
31:39 lying over a power cable a very huge
31:41 power cable this power cable is as thick
31:43 as my arm now for those of you that
31:46 don't know what this means it means that
31:49 power cable gives off something called
31:53 Emi electromagnetic interference that is
31:54 something you guys will learn about
31:55 later in this course it's not in today's
31:57 module that is a topic later in the A+
32:00 of course now power cables is one of
32:02 many things in life that give off Emi
32:05 electromagnetic interference now when
32:07 you've got network cables near something
32:10 like a power cable that gives off Emi
32:11 it's going to cause the data to get
32:13 corrupt so the users are experiencing
32:14 those symptoms where the connection goes
32:17 on and off on and off and when they
32:19 download something huge it keeps failing
32:22 it's very annoying so to solve this
32:24 problem you would need to use a cable
32:27 that's immune to Emi or at least
32:29 somewhat IM MMI something like a
32:31 shielded twisted pair you don't have to
32:32 worry about what that is right now that
32:34 gets covered later in the course or
32:37 fiber optic cable coaxil cable there's
32:38 quite a few cables out there that's
32:41 immune to Mi once again this gets
32:42 covered later in the course don't worry
32:44 about that in today's module it gets
32:47 covered later in the course now usually
32:48 like I said the solution would be to
32:50 swap the cable with one that's immune to
32:53 Emi now we could do that but I would
32:55 have to charge the customer labor I
32:57 would have to charge them for the cable
32:59 I have to go put in so what I did was I
33:01 just took a bunch of tin foil you know
33:03 kitchen tin foil that you would find and
33:05 I wrapped the cables in that kitchen tin
33:08 fil and I grounded it and guess what the
33:10 problem stopped so instead of having to
33:11 go and change all those cables those
33:13 approximately five cables that would
33:15 have costed a customer an insane amount
33:17 of money in a sense of having the cables
33:18 replaced and the labor and all that
33:20 involved instead of doing that I asked
33:22 them do you have a kitchen they said yes
33:24 do you have kitchen tinf fall in your
33:26 kitchen they said yes I was like can I
33:27 have some because it's very affordable
33:29 they gave it to me I went into the roof
33:31 wrapped the cables so approximately a
33:33 couple of meters in this kitchen thin
33:34 foil obviously doing that on its own is
33:36 not going to work so I had to ground it
33:39 I grounded it and guess what problem got
33:42 solved the Emi interference stopped or
33:44 at least stopped enough for the problem
33:46 to go away I didn't even bother charging
33:48 them for that so sometimes in life guys
33:49 you're going to have to be creative it
33:52 could be a physical solution like the
33:53 one I've just given it to you it could
33:56 be a digital solution but sometimes
33:57 you're going to have to get creative of
34:00 an it for something to work all right
34:01 guys and then one of the more obvious
34:03 ones when it comes to skills and
34:06 abilities is hardware and software
34:08 knowledge that's basically just skill
34:11 and experience I suppose so as time goes
34:13 by you guys are going to gain more and
34:15 more experience on both Hardware as well
34:18 as software the more experience you gain
34:20 just like that doctor we spoke about
34:22 earlier then you'll see when people
34:23 start mentioning symptoms to you you'll
34:25 kind of already know what the problem is
34:26 or what the problem could be without
34:29 even seeing this object you know this
34:30 software hardware and without even
34:32 troubleshooting it so if they mention to
34:34 you for example the machine just keeps
34:35 shutting down after 10 minutes or 15
34:38 minutes if they leave it off and um
34:39 let's say leave it off for 10 or 15
34:41 minutes and then it you know try again
34:44 then it starts back up you will know
34:46 that that's a heat issue going forward
34:48 that's called experience it's your
34:51 knowledge now nobody just woke up
34:52 magically one morning and knew all of
34:54 this stuff guys you're going have to
34:55 learn this stuff you're going to have to
34:57 go and work with the stuff in the field
34:59 and that that happens guys we all start
35:01 at Rock Bottom including myself it's not
35:02 just going to happen in one day there's
35:04 a very famous saying out there and that
35:07 is Rome was not built in a day couldn't
35:09 be more true this is not just going to
35:10 happen overnight guys so by you
35:12 attending this course of mind or a
35:14 course of somebody else and I'm
35:16 practicing this stuff in the real world
35:18 you will eventually gain this knowledge
35:19 after a couple of months or a couple of
35:21 years the more you do this the quicker
35:23 you're going to learn the stuff guys and
35:24 obviously at the end of this course if
35:26 you feel like you don't remember 90% of
35:28 what you've learned that's complete
35:30 normal guys that's called being human so
35:33 don't stress about it everybody goes
35:35 through that so if you let's say by the
35:37 end of module 22 you realize oh shucks I
35:40 only remember like 10% or 20% of what
35:42 was discussed in this course that is
35:44 normal you'll see as soon as you start
35:45 going through the questions and stuff
35:47 some of that information is going to
35:49 come back to you you'll be like oh yeah
35:51 remember now it's going to come back to
35:53 you maybe not all of it but is going to
35:55 partially come back to you so don't
35:57 stress about it too much folks all right
35:59 guys and then one last skill or ability
36:01 I want to mention to you guys before we
36:04 conclude this section of the video This
36:06 is the end of the first section that
36:08 will be Network knowledge so just like
36:11 of hardware and software as time goes by
36:14 you're going to gain Network knowledge
36:16 this can be done via attending courses
36:19 like the network plus course Cisco
36:22 courses w we courses but usually Network
36:23 knowledge is gained by while just
36:25 shadowing your peers and working on
36:27 stuff so the more you work with the
36:28 stuff the the more Network knowledge
36:29 you're going to gain and that's
36:31 obviously requirement for a proper IT
36:35 specialist if you know Hardware software
36:36 networking then you'll be able to
36:38 troubleshoot stuff a lot quicker and a
36:40 lot easier and you're not going to waste
36:41 your customer or your client's time it's
36:43 just going to make you look more
36:45 professional unfortunately like I said
36:47 so many times before already in this
36:49 video Rome was not built in a day guys
36:51 do not feel frustrated if you don't
36:53 remember everything it's going to take
36:55 some time guys all right folks we've
36:58 reached the end of the first SE
37:00 before we dive into that second section
37:02 uh there's a game I would like to play
37:04 with you guys I normally do this with
37:06 most of my course videos so if you're
37:07 new to the channel you'll probably have
37:09 no idea what I'm talking about but for
37:10 those of you that's watched my course
37:12 videos before you'll probably know
37:15 what's about to happen so normally what
37:16 happens is I'll give you either a code
37:20 word or a code phrase and the idea is
37:22 for you to go and make a sentence Down
37:24 Below in the comment section using that
37:27 code word or that code phrase now now
37:29 why this is fun is because anybody
37:30 that's just randomly going through the
37:31 comment section somebody that hasn't
37:33 actually watched the video yet they'll
37:34 probably get very confused man yes
37:37 you'll get normal it questions there too
37:39 but if they see someone everybody
37:41 talking about some word or some phrase
37:42 they'll probably wonder what the heck is
37:44 going on here what are all these people
37:45 talking about and until they actually
37:47 watch the video and get to this point in
37:49 the video they won't know what the heck
37:51 is going on so only people that's
37:52 actually watch the video up until this
37:54 point we'll know what the heck is going
37:57 on so it's a bit of a an inside joke if
37:57 you will
37:59 so today it's not going to be a word but
38:01 it's going to be a phrase I'm going to
38:04 give you the phrase is the it Monster
38:06 stole my cookies now you can either go
38:09 and type the phrase as is down below but
38:11 it's usually more fun if you go and
38:14 rephrase it in a way be creative of it
38:15 but please stick to YouTube's rules
38:18 don't swear don't say anything mean we
38:20 don't want the YouTube popo on our case
38:21 here so you're welcome to other go and
38:23 type it as is or you can go and rephrase
38:25 it but basically comes down to the it
38:28 Monster St m cookies now this is going
38:30 to be very confusing because if you say
38:32 it especially if you put the word it in
38:35 capital letters that could look like you
38:37 mean the word it you know that movie it
38:40 or ET you know it phone home or ET phone
38:42 home you know so you're definitely going
38:44 to be confusing people down below so
38:45 feel free to go and do it down below you
38:48 don't have to but if you are going to
38:51 have fun of it guys all right folks
38:52 let's move you into the second main
38:54 section this video and this video only
38:56 has two remember that the second main
38:59 section is is the troubleshooting
39:02 methodology now this concept guys this
39:05 huge topic has been in A+ for a very
39:08 long time almost all the previous
39:10 versions of A+ always had this is a
39:12 topic and they always asked this a lot
39:14 in the exam this is a topic normally
39:17 gets hammered on in the A+ exam now is
39:19 this topic still in the 1,200 series of
39:23 the exam yes absolutely it is com
39:25 themselves have confirmed that this is
39:28 still in the exam however a couple of
39:29 changes when it comes to this topic
39:33 being exam so this topic guys consists
39:36 of six steps you need to know in the
39:38 past you used to have to know what all
39:41 six steps are you needed to know in what
39:44 order they go and you needed to know
39:47 what each step entails so usually in the
39:49 past they would tell you user one has
39:51 done the following blah blah blah and
39:53 based on what they say in the exam you
39:56 need to know where this user is
39:57 currently in the trouble shooting
40:00 methodology and then they will ask you
40:03 what is the next step that you or the
40:05 user has to take place so if you for
40:07 example figure out oh this user is
40:09 currently at step three then you need to
40:13 know what step four is and then you'll
40:15 obviously go and answer that in exam now
40:17 apparently according to Coma I can't
40:19 confirm this just yet because the exam
40:20 is not released yet I'll have to go and
40:23 check it myself but according to Coma
40:25 apparently you no longer need to know in
40:26 what order the troubleshooting
40:28 methodology is you still need to know
40:30 what the six steps are you still need to
40:32 know what each step entails but you're
40:34 are not going to be required to know in
40:36 what order the steps have to take place
40:39 anymore in the new A+ exam that's what
40:41 coma says now I don't trust them on this
40:43 so I'm going to tell you guys to rather
40:45 you know be prepared let's rather know
40:47 what order this happens in as well just
40:49 to be on the safe side I do not want you
40:51 guys to be in the examiner situation
40:53 where Oopsy Daisy now suddenly com
40:55 changes their mind again and now you
40:56 need to know what the order is but you
40:58 never really St for that because well
41:01 coma said it's no longer requirement and
41:02 as we know coma likes to go and change
41:04 their mind whenever they feel like it so
41:06 I don't trust them in that sense so
41:08 let's rather know what the six steps are
41:10 like in the old days let's know what
41:13 each step entails and let's know in what
41:15 order these steps go so I'm going to
41:16 teach it like the old school way then we
41:18 know we're safe and if they happen to
41:20 change their mind then well we're not
41:21 going to care because you guys know it
41:23 anyway now folks with the
41:24 troubleshooting methodology the main
41:25 thing we're going to be talking about
41:28 here as they call it in the past is best
41:30 practice methodology the correct way of
41:32 doing it so the coma troubleshooting
41:36 model folks follows as follow follows as
41:39 follow try saying that five times fast
41:42 the first step folks is to identify the
41:44 problem there's going to be six steps in
41:46 total guys so I'm going to give you guys
41:48 a very simple scenario for this so we
41:50 can go through each step now so let's
41:53 imagine someone says the machine does
41:54 not want to start I'm going to give you
41:56 guys that scenario we've got a pretend
41:59 pretend user he or she says their
42:02 computer does not want to start now like
42:03 I said earlier in this video if someone
42:05 just tells us the machine doesn't want
42:06 to start the list of things that can
42:09 cause that is infinite guys it's a very
42:11 very very long list of things that can
42:14 cause someone's machine not to start now
42:18 step one would be to identify what the
42:21 problem is now how do we go about doing
42:24 that you ask well guys to identify the
42:25 problem one of the most common ways
42:27 would be to ask questions
42:31 normally we ask open-ended questions not
42:33 Clos ended questions you can ask those
42:35 too but open-ended questions probably
42:36 going to be your best bet here if you
42:38 don't know what the difference is an
42:39 open-ended question guys is will you
42:42 force the user or the customer to give
42:45 you more than just a onew answer so if I
42:46 ask you a question and all you can say
42:48 is yes or no there will probably be a
42:50 close in that question it's just a
42:52 one-word answer like a yes or a no or
42:55 affirmative that kinds of stuff but if I
42:57 ask you something along the lines of in
43:01 your opinion sir or ma'am when last
43:02 would you say this machine worked
43:04 correctly you know or I'm going to
43:05 phrase this question is such a weird
43:07 funky way where I'm going to basically
43:09 Force the user or the customer to give
43:12 me more than just a one-word answer now
43:14 by asking the user openend questions
43:16 preferably multiple questions you can
43:19 often establish what the problem is or
43:22 what the problem could potentially be
43:24 and that's because of your experience
43:27 once again so if I ask the customer when
43:29 last did your computer work and they say
43:30 well it was working fine yesterday
43:33 afternoon I turned it off I went home I
43:35 came to the office this morning and it
43:38 does not want to turn on all right now
43:40 to them it means nothing but for us
43:43 we've got a time frame now we know
43:45 something happened between yesterday
43:48 afternoon and this morning now if I was
43:50 still able to log into the machine I
43:52 could obviously go and check the event
43:54 logs in Event Viewer now in this
43:56 scenario we cannot start the machine
43:59 even so we cannot go and do that now
44:01 maybe you're lucky maybe the customer
44:02 will mention some extra stuff without
44:04 even realizing it kind of like when you
44:05 go to the doctor once again they might
44:08 mention once again ever since that storm
44:10 we had last night you know or ever since
44:12 that storm yesterday afternoon now this
44:14 morning my P doesn't want to start to
44:15 them it means nothing but to you that's
44:18 a gold mine of information to you it
44:20 means that this might be a potential
44:22 power search that took place maybe the
44:24 lightning struck the power line
44:25 somewhere along the line and now there
44:27 was a power search the power search
44:29 knocked out the power supply maybe
44:30 something more but it's usually just the
44:32 power supply that kicks the bucket and
44:35 uh that is your suspicion is that the
44:37 power supply has now kicked the bucket
44:39 we call that the PSU for short power
44:42 supply unit that's a little boxy you
44:44 find inside your desktop case where you
44:46 plug the power cable into by the way in
44:48 case you guys don't know more on that
44:49 later in the A+ course that's probably
44:50 going to be in module two or module 3
44:53 somewhere so that's me identifying the
44:56 problem step two folks is to establish a
44:58 Fe the now I kind of accidentally did
45:01 that already so my theory based on what
45:03 the user says is that I think there was
45:05 a power search they mentioned there was
45:07 a storm yesterday so I think there was a
45:08 lightning strike somewhere along the
45:11 line it probably hit the power line
45:13 somewhere there was a power search and
45:16 it most likely broke something in the PC
45:18 most likely the power supply so that's
45:21 my current theory it's not confirmed yet
45:25 so step three is to test that theory of
45:27 yours there's many ways you can go about
45:28 this now considering mine is about a
45:30 power supply there's quite a few ways I
45:32 can do this I can either go and take out
45:34 that power supply that I suspect is
45:36 faulty and then put a new one in or a
45:38 working one in one that I know for a
45:39 fact is working you'll find that often
45:41 we technicians won't even completely put
45:43 a new one in I'll just disconnect the
45:44 old one can of just leave it there
45:47 inside the case take a new power supply
45:48 just have it dangling outside the case
45:50 just plug it into the various components
45:54 like the motherboard and the CPU and
45:55 maybe your hard drive and stuff like
45:57 that graphics card just plug I'm just
45:58 going to have it dangling outside the
46:00 case it's just to test if the machine
46:02 actually turns on plug a power cable
46:04 into that other power supply now and if
46:07 the PC starts well there you go Fury
46:09 confirmed if it does not start well then
46:11 you know you're incorrect your Fury
46:13 you've got to start all over again by
46:15 step one and step two now now folks for
46:17 the purpose of this demonstration let's
46:20 assume the theory was confirmed after
46:21 I've plugged in that other power supply
46:24 now the new one or the temporary one the
46:28 PC does start ah Theory confirmed now if
46:30 your theory is confirmed under step
46:33 three you would move on to step four
46:35 folks which is to establish a plan of
46:37 action you might say hey let's just go
46:40 and replace the pass play no it's not
46:43 always that simple guys if you are
46:46 working as the inhouse it for a company
46:48 then chances are you might be able to go
46:49 ahead and just change this power supply
46:51 because normally you'll have a couple of
46:53 spare ones lying around or your job is
46:55 just to get users back up and running as
46:58 quickly as possible but what if you are
47:00 for example a computer store somewhere
47:02 maybe a computer store in a mall and a
47:05 customer brought their PC to you or what
47:07 if you are an IT company that goes out
47:09 to various businesses and companies like
47:12 that and you realize what the problem is
47:14 can you then just go ahead and willingly
47:16 change the power supply no you cannot
47:18 because there's going to be additional
47:20 costs involved here guys so if I'm a
47:22 computer store or I'm a technician from
47:24 one company that goes out to other
47:25 companies there's going to be costs
47:28 involved I now need to contact this
47:30 customer client or user and tell them
47:32 sir ma'am I figured out what the problem
47:35 is the problem appears to be your power
47:37 supply and then you tell them what the
47:39 next course of action will be you tell
47:41 them you're going to replace this or fix
47:43 this now power supplies is always
47:45 quicker and better and cheaper and safer
47:46 to go and replace them so in this
47:48 scenario I'm going to tell the customer
47:50 sir ma'am I figured out the problem here
47:52 is your power supply I'm going to have
47:54 to replace the power supply that's going
47:57 to be the quickest the easiest and the
47:59 cheapest solution here you give them a
48:01 rough cost estimate as to what it's
48:03 going to cost preferably accurate but if
48:04 you can't give them an accurate one just
48:05 give them a rough one and then you tell
48:08 them how long it's going to take to fix
48:09 this issue of theirs so you give them a
48:11 cost breakdown and you give them a Time
48:14 breakdown the customers wants to know
48:16 what they're in for it's once again the
48:17 same as you taking your car to the
48:18 dealership now while it's at the
48:19 dealership they realize there's
48:22 something very seriously wrong of it now
48:23 instead of them just fixing it wouldn't
48:25 it be nice if they phon you first and
48:27 say sir we've realized there's a problem
48:31 in your car this is what the problem is
48:32 this is how much it's going to cost to
48:34 fix it and this is how long it's going
48:37 to take to fix it then you can decide
48:39 whether you have the money to do this
48:41 and whether you've got the time to wait
48:43 that long so it's just called good
48:45 customer service it's customer service
48:47 it's communication skills it's just
48:49 being professional it's a lot of skills
48:50 that's actually being tested there in
48:52 that in that specific pointer guys so
48:54 under establishing a plan of action you
48:57 inform the customer what the problem is
48:59 you inform them what the solution will
49:02 be you inform them how much it will cost
49:03 if there's a cost involved and you
49:05 inform them how long it's going to take
49:07 if there's a time frame involved now
49:09 once you get the green light to go ahead
49:11 to go and fix this and after you fixed
49:14 it that would be step five we're moving
49:17 into now guys verify full system
49:20 functionality now I don't care how many
49:21 times you've done this in your life you
49:23 can tell me oh but I've done this a
49:27 hundred times in my life I don't care we
49:29 don't assume as technicians I don't care
49:31 if you've done us a 100 times or a
49:35 thousand times you taste that machine or
49:37 whatever this is that you just fixed
49:40 test it verify that it's working once
49:42 you verify that it's working because
49:44 remember we are human we do make
49:46 mistakes and sometimes even though you
49:48 might not have made a mistake something
49:49 else just happens maybe there's a weird
49:51 bug or a weird glitch or something weird
49:53 that just went wrong and now you think
49:55 it's working you give it back to the
49:56 customer or the client or the user and
49:57 then it doesn't work and you make a fool
49:59 of yourself it's going to make a fool of
50:01 you you're can to look unprofessional
50:03 you might potentially lose some business
50:04 heck you might even get sued in some
50:08 cases so let's not assume let's verify
50:11 once you verified you get the customer
50:13 to see this so like I said earlier we
50:14 don't trust the customers it's always
50:16 the one you least expected from so once
50:18 you've confirmed the machine is working
50:20 or whatever this is you tell them hey
50:23 look it's working you show them that
50:25 it's working you make them sign for it
50:27 that it's working so on this document
50:29 they sign on Val you will often mention
50:32 what the initial problem was you'll
50:34 mention what steps you took to fix this
50:35 and what ended up being the final
50:37 solution or the final problem and all
50:39 that and then you mention that that the
50:40 customer has confirmed that it's working
50:44 and you make them sign for it just in
50:45 case they want to turn around afterwards
50:47 and say you didn't do this or you didn't
50:48 do that or ever since you've worked on
50:50 this machine this doesn't work or that
50:52 doesn't work it's just to cover your
50:55 behind now folks the last step in the
50:58 troubleshooting method ology step six
51:00 not all companies and technicians do the
51:01 last step but you do need to know this
51:03 for the exam and it still actually does
51:05 help you quite quite often in real life
51:07 that would be to document your findings
51:09 so once you finished everything in the
51:11 customers out of your face or users out
51:14 of your face document your findings so
51:15 you'll find some companies might
51:16 actually force you to do this the
51:18 companies I worked for did not force me
51:20 to do this I just did this on my own on
51:22 my own account just to help myself out
51:24 so whenever I had a problem which was
51:26 something I knew you know something I
51:27 seen a lot times I know what the
51:29 solution is I would ignore it but if I
51:31 had a problem I faced which was a very
51:35 new one or a very weird and rare one and
51:36 I'm concerned that I might forget what
51:38 the problem was and what the solution
51:40 was I would document that on my own
51:42 personal notes and then one day six
51:44 months or 12 months later if I see that
51:46 same weird problem again chances are I'm
51:47 not going to remember what the exact
51:50 issue was chances are I'm not going to
51:52 remember what the exact solution was and
51:54 I can now refer back to my notes and I
51:56 can fix this problem a lot quicker and a
51:58 lot EAS easier that's one of the reasons
51:59 why companies actually make people do
52:01 this so it's in case something goes
52:03 wrong so they can go back through those
52:05 notes of yours to see where we went
52:08 wrong it can also be used by interns
52:11 learnership programs for research
52:13 purposes and you know the end of the day
52:14 I think the mo the most important thing
52:16 to mention here is if you ever face that
52:19 same problem again you might remember oh
52:21 hang on I've had this problem before but
52:23 you might not remember what the exact
52:26 issue was and what the exact solution
52:28 was now you can go through your findings
52:30 in that previous problem and you can see
52:33 oh yeah that's right the problem last
52:37 time was X Y and Z and the solution was
52:39 ABC now you know you're going to be able
52:41 to fix this a lot quicker a lot easier
52:42 and you're going to end up looking a lot
52:45 more professional for it all right folks
52:47 we have finally reached the end of
52:51 module one of the compa A+ course we
52:53 still unfortunately have a whole 21 more
52:55 modules to go before we've covered the
52:57 whole A+ course I know I know it's a lot
52:59 of content guys but today we are
53:02 covering a whole freaking course here
53:03 guys and it's completely for free so
53:05 please give this video a like if you
53:06 haven't done so already I do put a lot
53:08 of effort into these videos for you guys
53:09 and if you'd like to know when module 2
53:12 goes live please consider subscribing
53:14 guys now guys before we disappear just a
53:16 shout out and a thank you to all the
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53:47 important ones here guys the patreons
53:49 there's hundreds and hundreds and
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54:14 if you'd like to join my patreon the
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54:25 lastly folks for those of you that don't
54:27 know the channel does have a Discord
54:29 server that's going to be the very last
54:31 link in the video description so if
54:32 you're check in the video description
54:34 the very last link the channel does have
54:36 a Discord server it's called free IT
54:38 training alternatively you can just run
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54:43 there on the search or find if you're
54:44 want to search for free IT training
54:47 you'll find it as well free IT training
54:49 it's a community of it people such as
54:53 yourself such as me studying for A+ n+
54:54 Security Plus as well as many other
54:56 courses so if you've got any questions
54:57 you can ask them there and there bound
54:59 to be someone that's going to be able to
55:01 answer you including myself or if you'd
55:03 like to assist other people or you just
55:04 want to show off you can also go and
55:05 join the server for that so it's a
55:08 basically a community of like-minded
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55:11 to go and check that out as well it's a
55:14 free community so why not all right
55:17 folks I will see you in module two of
55:26 [Music] oh
55:27 oh [Music]
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