What is traceroute? [THIS WAS THE ONLY TECHNOLOGY COMPETENCE ORIENTED QUESTION ASKED IN THE SCREENING PROCESS FOR THEIR Internet Services Tech Support Agent position]

Question

Sigiloso · Accepted Answer

An IP troubleshooting tool ubiquitous across Windows, UNIX/LINUX and Mac OSX, and most network capable operating systems manufactured in the past 50 forku'n years. But anyone can recite this and Mediacom's Internet Tech Support interview focuses heavily on how the candidate handles subscriber hatred instead of just a simple, time limited tech skills quiz to glean. Anyone with basic experience opening Windows Network Adapter Properties meets Mediacom's standard of "highly skilled" while a truly competent systems/network administrator is overly lustrous for their support group to interpret.

Sigiloso · Answer

Traceroute (tracert.exe on Windows) is a ubiquitous TCP/IP diagnostic tool for determining connectivity breaks between endpoints such as ISP's like MediaCom and the end customer.
Sadly, it is more useful for the ISP to absolve themselves of responsibility by claiming that since Mediacom can reach the end user, their cable service is fine and any connectivity frustration is the fault of the user and beyond the scope of tech support.
This was the answer we were supposed to use when dismissively refusing to assist subscribers and it made them so angry WE DIDN'T NEED A PHONE TO HEAR THEM SCREAM.

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