Interview questions for IT Support Engineer
1) What do you understand about the role of a Technical Support Engineer?
The work of a technical support engineer is to maintain and monitor the computers and the networks of an organization. Sometimes, it also includes extending the same help to its customers.
A Technical Support worker is supposed to:
• Install and configure the hardware, OS, and applications.
• Maintain and monitor systems and networks.
• Log in customer’s and employee’s queries.
• Analyze and discover underlying issues.
• Find and solve the faults related to both hardware and software.
• Test the new technology and evaluate it.
• Perform safety checks, etc.
2. Are you aware of the latest Processors?
With this question, the interviewers are looking to test your technical expertise. You should be aware of the latest processors, and if asked, you should be able to talk about them in detail. You should also be able to tell the differences between them.
For Example, Intel Pentium Quad Core I3, I5, and I7 are the latest processors as of today. You will have to keep yourself updated as technology is evolving pretty fast.
3. How do you troubleshoot an issue?
This question is meant to check your approach towards identifying a problem and finding its solution. Along with that, it will also help them understand your attitude towards problem-solving.
Remember, the foremost thing is to get all the facts first. It will help you to identify the problem. Then, you will have to go through all the necessary steps for rectifying that problem. You must put forward a detailed and accurate troubleshooting plan that is extensive and yet adaptable.
Your aim should be to satisfy the customer’s needs as quickly as you can. Your focus should be to minimize the downtime of your client. So, if there are multiple issues, there will be multiple fixes that might be unrelated. You must always keep in mind that time management is vital in technical support.
4. Do you know about our products and company?
This internal interview question tests the interest of the candidate and preparation for the position. To answer this question, the candidate needs to read through the job advertisement and also run through the website to get to know about the details.
It is not mandatory to know all the specifications of the product but the basic information is necessary so that you score well in the interview compared to others.
5. What is BIOS?
BIOS is abbreviated as a basic input output system and present in all computers. The main purpose of the BIOS is that it ensures that all the components of the computer function together.
All details regarding the hardware components in the system are contained in the BIOS. Special software is another name offered to BIOS as it interfaces the main hardware components of the system with the operating system. The flash memory chip on the motherboard is where it is stored.
6. What would you do when audio is not working on the computer?
The answer to this technical question is to check the basic cable connections. The connections that lead from speakers to power must be checked. Finally, the device drivers can check out and also the volume control must check.
7. What can you contribute to us that someone else cannot?
For this question, show how valuable you are. Mention your records and how you would get things accomplished. Mention all your accomplishments in your career and other specifics from your resume.
Also, assure that you can obtain results with your interest and skills you possess and you would be considered a valuable employee. Also, answer that you’re a person who discovers problems, sets priorities, and can solve them with your experience.
8. What are the things to do when a customer calls up that his computer is slow?
The IT officer first needs to check if the computer takes a long time to start. The next step would be to check if the computer is slow with just one application or completely. Then the system checked for viruses, spyware, and malware. And finally, the system to check for the space available in the hard disk drive
9. What made you start a career in tech support?
Interviewers often ask this question, mainly to assess how passionate the applicant is about the role and how they see their job in terms of importance. The best way to answer is usually by outlining your interest in technology, but also your passion for solving problems and working with people.
Example: “Ever since I was much younger I knew I wanted to work in a tech-related field, as technology fascinates me. Later on, I discovered that I love communicating with people and understanding the issues they are facing. Working in IT support is, therefore, a logical step, as it allows me to be up to date with the latest tech and also help people on a daily basis.”
10. Can you walk us through your usual troubleshooting process?
The main role of an IT support professional is to understand a customer’s issue and provide a solution as quickly and efficiently as possible. This question often comes up as a way for the interviewer to assess the applicant’s troubleshooting process and to see if and how they prioritize customer satisfaction.
Example: “The first thing I do is gather all relevant facts about the customer and the issue. I then verify the issue myself and start the troubleshooting process by trying out some common quick fixes. If this doesn’t solve the issue, I then research it further until I discover what is causing it. Once the cause is pinpointed, I fix it by following company procedures for that specific problem and I perform thorough testing to make sure it is fixed.”
11. What do you think is more important for the role, technical knowledge or people skills?
The interviewer knows that a successful IT support professional needs to have deep technical knowledge, but also strong communication skills. They ask you this question to see if you understand how both skills are important and what your personal view is regarding which is more important.
Example : “I think they are both absolutely crucial for the job, but I personally believe that tech skills are slightly more important. The reason I say that is because I feel that our job is ultimately to help customers solve various issues and no matter how empathetic and well-spoken you are, if you don’t know the solution to their problem it is highly unlikely that they will see their interaction with you as a positive one
12. What is the need for device drivers?
Device drivers are also a piece of software that considered mandatory to run the hardware components in the system. These questions are basics and any candidate should possess basic knowledge of these aspects.
13. Why are you interested in Technical Support?
In the answer, the interviewer will be looking for your passion for the job. Your answers must be sincere and honest and you must have an understanding of the purpose of the job.
You can say that you have always been fascinated by technology and you enjoy working with people. You can also add that you want to use your knowledge to solve the issues of the customers and you enjoy troubleshooting other’s issues.