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IT Support Technician Interview Questions

As an IT Support Technician, you will likely be asked a variety of questions during your interview that will cover your technical skills, problem-solving abilities, customer service skills, and communication skills. Some of the questions that you may be asked include:

1. What do you consider your greatest technical strength?

2. How do you stay up-to-date with the latest technology trends and developments?

3. Describe a time when you had to troubleshoot an issue for a customer. What was the problem, and how did you go about solving it?

4. How do you prioritize competing support requests and manage your workload effectively?

5. Can you explain a complex technical issue to a non-technical person?

6. How do you handle difficult customers, and what steps do you take to resolve conflicts?

7. What experience do you have with remote support and end-user training?

8. How do you document your work and ensure accurate record-keeping?

9. What technical certifications do you hold, and what additional training or education do you plan to pursue in the future?

10. Why did you choose a career in IT support, and what are your long-term career goals in this field?

Be prepared to answer these questions and to showcase your technical expertise, communication skills, and commitment to customer service. Remember to be honest, personable, and professional throughout the interview process, and to demonstrate a genuine interest in the company and its mission.

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Interviewer: Hello, welcome to this interview for the IT Support Technician position. Can you please introduce yourself?

Candidate: Hello, my name is John Smith. I have been working in the IT industry for the past five years.

Interviewer: What motivated you to apply for this position?

Candidate: I am looking for opportunities to grow my technical skills and also to work for a company with a great reputation like this one.

Interviewer: Could you describe your experience working in a team environment?

Candidate: Yes, I have worked in several teams throughout my career, and I enjoy it. I like to collaborate with colleagues and share knowledge and skills.

Interviewer: What are some of your core technical skills?

Candidate: I have experience in troubleshooting hardware and software issues, network administration, and data backups.

Interviewer: Can you give an example of a complex IT issue you solved in the past?

Candidate: I once had to troubleshoot and fix a network issue that affected the entire organization. It took a lot of time and effort, but we were able to identify the problem and solve it.

Interviewer: How do you prioritize your daily tasks as an IT Support Technician?

Candidate: I always prioritize urgent issues first and then move on to other tasks based on their level of importance.

Interviewer: Can you describe your experience with Active Directory?

Candidate: Yes, I have experience creating and managing user accounts, resetting passwords, and configuring security groups.

Interviewer: How do you ensure the security of data and networks?

Candidate: I follow industry best practices regarding security, and I always stay up-to-date with technological advances that can help to improve security.

Interviewer: Can you give an example of a time when you had to communicate technical information to a non-technical person?

Candidate: Yes, I once had to explain to an executive in a non-technical language why a particular project was not feasible given the current infrastructure. I presented it in a way that they could understand, and we were able to come up with a more viable solution.

Interviewer: Do you have experience with remote support?

Candidate: Yes, I have used various remote support tools to assist users with technical issues.

Interviewer: How do you stay up-to-date with the latest trends and developments in IT?

Candidate: I always read industry publications, attend online seminars, and attend training courses.

Interviewer: Can you describe your experience with troubleshooting printers?

Candidate: Yes, I have experience troubleshooting and repairing common printer issues such as paper jams, connectivity issues, and driver installations.

Interviewer: Have you ever worked on an IT project that required collaboration with other departments or teams within an organization?

Candidate: Yes, I have worked on numerous IT projects that required input and collaboration from other departments and teams.

Interviewer: Can you describe your experience with creating and maintaining technical documentation?

Candidate: Yes, I have experience with creating technical documentation such as user manuals, network diagrams, and knowledgebase articles.

Interviewer: Finally, do you have any questions for us?

Candidate: Yes, can you please tell me more about the company culture and values as they relate to the IT team?

Scenario Questions

1. Scenario: You receive a call from a user who is having trouble accessing their email. Describe your troubleshooting process for resolving this issue.

Candidate Answer: Firstly, I will confirm whether the user is able to connect to the internet. Then, I will check their email account settings to ensure they are correctly configured. If that doesn't work, I will try restarting their email client and if all else fails, I will escalate the issue to a senior IT technician for further investigation.

2. Scenario: A user reports that they are unable to print from their computer. Walk us through the steps you would take to resolve this issue.

Candidate Answer: I would first check to ensure that the printer is connected to the user's computer and that all cables are properly secured. Then, I would check to see if the printer has any error messages or if there is a paper jam. If there are no visible issues, I would try restarting both the printer and the user's computer. If the issue persists, I would escalate it to a senior IT technician.

3. Scenario: A user contacts you saying that they clicked on a suspicious link and their computer is behaving abnormally. What steps would you take to assess the situation and mitigate any potential damage?

Candidate Answer: Firstly, I would instruct the user to disconnect their computer from the internet to prevent any further damage from malware. I would then run a virus scan on the computer to detect any malicious software. If necessary, I would perform a system restore to a point before the user clicked the suspicious link. Following this, I would advise the user on safe browsing habits to prevent future incidents.

4. Scenario: A computer is running extremely slowly and the user is reporting constant freezing. How would you go about diagnosing and resolving this issue?

Candidate Answer: Firstly, I would open the Task Manager to check for any processes or applications that are using high amounts of CPU or memory. If there are any unnecessary programs running, I would close them. Then, I would run a virus/malware scan to check for any malicious software that might be causing the slow performance. If these steps do not solve the issue, I would investigate whether any hardware components such as the hard drive or RAM need to be replaced.

5. Scenario: A user has lost access to their password-protected account. What steps would you take to reset their password and regain access to their account?

Candidate Answer: Firstly, I would confirm the user's identity by asking them security questions or asking them to provide photo identification. Then, I would reset their password using the appropriate tools and methods. I would also advise the user on password best practices and to enable two-factor authentication if possible to prevent future account breaches.