Example Questions for a Level 1 MSP Technical Support Interview

IT support professionals known as desktop support engineers help customers with hardware and software difficulties. Their duties include providing on-site or remote technical support for computer hardware setup, software installation and upgrade, and basic IT problem-solving.

I use internet, online books and other educational resource to upgrade my IT skills. An infographic from Robert Half puts recent layoffs in the technology industry in perspective with employment and hiring data from the BLS and hiring managers… Many help desk roles require working nights and weekends, so you need to make sure top applicants can meet your scheduling demands. Set expectations about working hours and confirm candidates are amenable to non-standard work schedules. Tier 3 comprises senior technical staff who deal with complex issues, as well as strategy and reporting.

help desk interview questions and answers related to terms and definitions

Please upload help desk resume for experienced ,it will be helpfull to me. Making sure that the customer understands or gets what they came for. In the U.S a Help Desk is 9 out of 10 times related to workig in the IT department.. Fill in the blank with the most common queries presented to your help desk and try posing one of them to applicants. You'll be able to get an idea of their aptitude for working through problems. Remote work is increasingly popular, and help desk professionals may be called upon to assist colleagues or clients working from home.

So just make sure that you reveal yourself as someone who can be accountable to follow escalation guidelines. This will help your interviewer see that you will not complicate things and create disorder in the help desk.

Find the right professional with skills testing and help desk interview questions

It can also be used as a communications protocol in a private computer network, an intranet, or an extranet. OSI is an acronym that stands for Open System Interconnection. The OSI model is a conceptual model or a standard description, or a reference model that characterizes a telecommunication or computing system's communication functions.

As I mentioned above, feel free to post your own interview questions in the comments below. Some of these questions are very tricky and can get you in trouble. So if you run into problems finding a good answer, check out these 64 Interview Questions for some help. Here are a few more questions that are a little bit more difficult. System Admins should know all these answers by heart in addition to the Network Administrator questions. Now before we get started, I would like to encourage you to add your own interview questions in the comments below so that others can benefit from them.

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You can follow up by asking help desk engineer to describe your typical target customer and perhaps even what they see as alternative use cases for your product. Tier 2 is less customer-oriented, focusing more on resolving issues and closing tickets. Candidates at this level will need a good all-round knowledge of common IT issues. It's also okay to ask similar questions at different points during the interview. Often, the best stories will come out when candidates have had a few minutes to think about an earlier question.

• You'll be able to get an idea of their aptitude for working through problems.
• Various functions, such as creating admin users and connecting to printers or external hard drives, can be managed via Active Directory.
• The Ping command is used to check physical IP connectivity between two or more devices.
• If a conflict happened, however, say that you would try to understand the customer–their point of view, and explain everything in a language they’d understand.
• They may also help with server and security issues that affect organizations and in setting up and maintaining laptops.

Below you’ve got a selection of five of the general help desk interview questions plus sample responses to help you evaluate your interviewees’ answers. All machines and users inside a window domain network are authorized and authenticated by Active Directory, assuring the safety of the hardware and software. Active Directory may be used to manage various tasks, including adding administrators and setting up connections to external hard drives and printers. A job in IT assistance may be the best fit for you if you love interacting with people and dealing with computers, networking equipment, and other people. It's possible to enter practically any tech-related field with an IT/Desktop support career. It's also a terrific method to pick up exceptional technical skills from the finest in the business.