IT Support Engineer Assistant Interview Questions

Interviewer: Good morning, can you tell me a little bit about yourself?

Candidate: Good morning, my name is John Smith. I recently graduated with a degree in computer science and I'm excited to begin my career in IT.

Interviewer: That's great to hear. Why do you want to work as an IT Support Engineer Assistant?

Candidate: I want to work in this role because I enjoy troubleshooting technology issues and I'm skilled in resolving IT problems efficiently. I believe that experience in this role will help me grow my technical abilities.

Interviewer: Can you tell me about your technical skills and experience with computer hardware?

Candidate: I have experience building and repairing computers, and extensive knowledge in computer networking, including configuring routers and switches.

Interviewer: How would you go about solving a computer issue that a user reported to you?

Candidate: I would start by gathering more details on the issue from the user, and then I would research the issue and try to troubleshoot it by myself. If I couldn't solve it, I would escalate the issue to a more senior support team member.

Interviewer: How do you stay up to date with new technologies and developments in IT?

Candidate: I keep up to date by attending industry conferences, reading IT blogs and forums, and talking to colleagues and fellow IT professionals.

Interviewer: Can you give an example of a particularly challenging technical issue you resolved?

Candidate: I once had to fix a server that was unresponsive, and after hours of troubleshooting, I found out it was caused by a faulty cable. I replaced the cable and the server was back online.

Interviewer: How do you handle a situation when a user is frustrated or upset?

Candidate: I would first listen to their concerns, empathize with them and apologize for any inconvenience caused. Then, I would try to solve the issue as quickly and efficiently as possible.

Interviewer: Have you ever worked in a team environment before?

Candidate: Yes, I've worked on several group projects during school, and previously, in my internship. I understand the importance of communication and collaboration in a team.

Interviewer: How do you prioritize tasks when you have multiple tasks assigned to you?

Candidate: I would prioritize tasks based on their level of urgency and impact on user productivity. I would also consider the level of expertise required to complete the task and the time required to complete it.

Interviewer: Are you familiar with any ITSM tools or service desk software?

Candidate: Yes, I have experience using ServiceNow and JIRA.

Interviewer: Do you have any experience with virtualization technologies?

Candidate: Yes, I have worked with VMware and VirtualBox.

Interviewer: Can you explain your knowledge of TCP/IP?

Candidate: TCP/IP is the fundamental protocol used on the internet and with computer networking. I understand how TCP/IP works, including addressing and packet routing.

Interviewer: Have you ever had to perform a data recovery before?

Candidate: Yes, I have experience with data recovery tools and have been able to recover data from a variety of media.

Interviewer: What kind of security measures would you take to protect user data?

Candidate: I would ensure that user data is encrypted, establish a password policy, and implement firewalls and anti-virus software. I would also conduct regular security audits to ensure everything is up to date.

Interviewer: Lastly, why should we hire you for this position?

Candidate: You should hire me because I'm passionate about IT and have a strong desire to learn more. I'm knowledgeable about IT support and I'm prepared to add value to your team.

Scenario Questions

1. Scenario: A user is having trouble accessing a certain website. What steps would you take to troubleshoot the issue?

Candidate Answer: First, I would check if the website is down for everyone or just for the user. If it's down for everyone, I would check if there are any known issues with the website or if there are any outages in the area. If it's just the user having the issue, I would check if their internet connection is stable and if they are using a supported browser. If those things check out, I would then clear their browser cache and cookies, and if necessary, try accessing the website on a different device or network.

2. Scenario: A user's computer is running extremely slow. How do you diagnose the problem and what steps do you take to fix it?

Candidate Answer: Firstly, I would check the Task Manager to see if any programs or processes are consuming a lot of resources. If I find any such program, I would close them down. Next, I would check if the user's computer has enough free disk space and memory. If their computer is running low on disk space, I would help them clean up any unnecessary data. If their computer is running low on memory, I would suggest upgrading the RAM. Lastly, I would perform a virus and malware scan to ensure that their computer isn't infected.

3. Scenario: A user's printer is not printing. What steps would you take to troubleshoot the issue?

Candidate Answer: Firstly, I would check if the printer is turned on and properly connected to the computer. Then, I would check if there are any error messages on the printer display or the computer's print queue. If there are any error messages, I would troubleshoot based on what the message indicates. If there are no error messages, I would check if the printer driver is installed and updated to the latest version. I would also check if there is any pending print job that is blocking the printer queue.

4. Scenario: A user's remote desktop connection is not working and they are not able to connect to the office network. What steps do you take to troubleshoot the issue?

Candidate Answer: Firstly, I would check if the user has a stable and active internet connection. If their internet connection is stable, I would check if they are using the correct credentials to connect to the remote desktop. If their credentials are correct, I would check if their remote desktop access is enabled on their computer and if the correct ports are open on the firewall. If everything checks out, I would check if there are any known outages or network issues that could be causing the connection problem.

5. Scenario: A user's laptop is not charging when plugged into the wall. What steps would you take to troubleshoot the issue?

Candidate Answer: Firstly, I would check if the wall outlet is functioning properly and if there is any visible damage to the power cord. If everything checks out, I would check if the power adapter is functioning correctly and if the charging port on the laptop is clean and not damaged. If the power adapter is not functioning correctly or if the charging port is damaged, I would replace the adapter or inform the user to seek hardware repair. If everything checks out but the laptop is still not charging, I would suggest removing the battery and then putting it back in again, as that usually resolves many of these types of charging issues.