An end user's laptop is having network drive connectivity issues in the office. The end user submits a help desk ticket, and a support technician is able to establish a remote connection and fix the issue. The following day, however, the network drive is disconnected again. Which of the following should the technician do next?
Correct Answer:
C
Comprehensive and Detailed Explanation From Exact Extract:
Since the issue has recurred after a temporary fix, it is likely a deeper or persistent configuration or server issue. Escalating the ticket to the next tier of support (e.g., network or system administrator) ensures further investigation and permanent resolution. Escalation is part of the standard support protocol when issues reoccur despite initial troubleshooting.
A . Rechecking remotely may confirm the issue, but doesn't resolve it long term.
B . Providing documentation helps the user but doesn't solve the root cause.
D . Keeping the ticket open is passive and doesn't address the recurring issue.
CompTIA A+ 220-1102 Objective 4.1: Given a scenario, implement best practices associated with documentation and support systems information.
Study Guide Section: Escalation procedures and ticket management
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