How do you troubleshoot a "slow computer"?
Check Task Manager for high CPU/RAM usage, scan for malware, disable startup programs, and check for disk space.
A user can't connect to the internet. What do you do?
Use the OSI model: Physical (check cable/Wi-Fi), Network (ipconfig/renew, ping gateway), Application (DNS, proxy settings).
Explain DHCP and DNS in simple terms.
DHCP automatically gives your computer an IP address. DNS translates website names (google.com) into IP addresses.
What is the difference between a hardware and a software problem?
Hardware issues are with physical components (won't power on). Software issues are with programs or the OS (app crashes, OS errors).
How would you explain a complex technical problem to a non-technical user?
Use simple analogies, avoid jargon, focus on the cause and the solution, not the deep technical details.
What is a Ping and Tracert used for?
Ping checks if a remote host is alive. Tracert shows the path packets take and identifies where a connection fails.
What are some common issues with printers?
Driver conflicts, paper jams, offline status, connectivity issues (USB/Network), and print spooler crashes.
Describe the importance of a ticketing system.
It tracks, prioritizes, and documents customer issues, ensuring nothing is missed and history is available for future reference.
What is remote desktop software and what have you used?
Software to control a user's computer remotely to troubleshoot. Examples: TeamViewer, LogMeIn, RDP, Splashtop.
What's the first thing you do when a user reports an issue?
Gather information: identify the user, the problem, error messages, and recent changes to understand the scope.
How do you handle an angry or frustrated customer?
Stay calm, listen actively, empathize with their situation, and focus on solving the problem efficiently.
Describe your process for documenting a solution.
Write clear, step-by-step instructions in plain language so that anyone (or the user) can follow them in the future.
How do you prioritize multiple support tickets?
By impact (how many users are affected) and urgency (severity of the issue), following the company's SLA guidelines.
Tell me about a time you couldn't solve a problem. What did you do?
I researched, consulted knowledge bases, and then escalated to a senior engineer or development team with full documentation.
What is the difference between incident and problem management?
Incident Management is about restoring service quickly. Problem Management is about finding the root cause to prevent recurrence.
How do you stay current with technology?
I follow tech blogs, take online courses, participate in forums, and experiment with new software/hardware in a lab environment.
A user repeatedly forgets their password. How do you handle it?
Reset it patiently, but also educate them on password managers or company policy to reduce future tickets.
What does "customer service" mean in a technical support role?
It means not just fixing the technical issue, but also providing a positive, helpful, and reassuring experience for the user.
How do you handle a high-pressure situation like a major system outage?
Follow established procedures, communicate clearly and frequently with the team and users, and focus on the resolution steps methodically.
Why are you interested in a Technical Support Engineer role?
I enjoy problem-solving, helping people, and working with technology, making this a perfect role to combine all three passions.
