What task should be completed before escalating a problem to a higher-level technician?
- Document each test that was tried.
- Ask the customer to open a new support request.
- Redo each test to ensure the accuracy of the results.
- Replace all hardware components with components that are known to work.
Before escalating a ticket, document each test that has been performed. Information about the tests is vital if the problem needs to be escalated to another technician.