1.0 Mobile Devices — 13%
Mobile Devices covers laptop hardware, batteries, displays, ports, accessories, docking, connectivity, synchronization, and common mobile support tasks. The important skill is connecting an observed symptom to the smallest plausible component or configuration boundary. A charging failure, dark display, wireless problem, and account-sync issue can all be reported as a broken laptop or phone, but they belong to very different fault domains.
Study priority: inventory one laptop and one mobile device. Identify ports, radios, storage, memory, power options, display connections, cameras, authentication methods, and management settings. For each component, write one normal use case and one failure symptom. Include data-protection steps before reset, replacement, or migration so troubleshooting does not create a second problem.
2.0 Networking — 23%
Networking covers endpoint connectivity, ports and protocols, TCP/IP concepts, wireless, small-office equipment, network services, and the difference between local and upstream failures. A support technician should be able to move logically from physical or radio link through addressing, gateway reachability, name resolution, and application access instead of treating every complaint as an internet outage.
Study priority: practice with a real or simulated home/small-office network. Identify the provider handoff, router, switch, access point, DHCP service, DNS resolver, NAT boundary, and client configuration. Break one element at a time: wrong gateway, bad DNS, disconnected cable, disabled adapter, incorrect wireless credentials, or exhausted address pool. Predict the symptom before testing it.
3.0 Hardware — 25%
Hardware covers motherboards, processors, memory, storage, power, peripherals, printers, cables, interfaces, and installation considerations. Do not memorize components in isolation. Tie every part to compatibility, capacity, installation, power, and failure evidence. A technically compatible component can still be a poor choice if the system lacks the right slot, connector, firmware support, power budget, cooling, or physical space.
Study priority: build a compatibility checklist. For CPUs and boards, think socket and firmware. For memory, think type, generation, capacity, speed, and channel configuration. For storage, compare interface, capacity, performance, and migration. For power, distinguish no-power, intermittent-power, battery, adapter, outlet, and load problems. For printers, connect output artifacts to likely mechanical, consumable, driver, queue, or network causes.
4.0 Virtualization and Cloud Computing — 11%
This domain is smaller but conceptually important. Understand what a hypervisor abstracts, how a guest depends on host CPU, memory, storage, and networking, and why a virtual machine can fail even when the guest configuration looks correct. In cloud scenarios, focus on who manages which layer and how elasticity, synchronization, virtual desktops, and remote services affect support decisions.
Study priority: create a small virtual machine. Observe its virtual processor, memory, disk, and network adapter. Change one resource and note the effect. Snapshot it, then compare that snapshot to a real backup. Disconnect its virtual network and diagnose the symptom. The purpose is not to become a virtualization engineer; it is to understand the support boundary between guest, hypervisor, host, and upstream network.
5.0 Hardware and Network Troubleshooting — 28%
Troubleshooting is the largest Core 1 domain and should shape how you study every other domain. The exam expects a method: identify the problem, establish a theory, test it safely, plan and implement the solution, verify complete functionality, and document the result. Random replacement or restarting can restore service without proving the cause and can destroy useful evidence.
Study priority: maintain a symptom table for no boot, no display, overheating, memory instability, storage errors, slow performance, wireless drops, incorrect addressing, DNS failures, printer artifacts, cable faults, and peripheral failures. For each symptom, record the least disruptive first test and the observation that would move you to the next theory.