Question Overview: This question is designed to assess how well an applicant can communicate with people who have no technical background. This is important because a technical support specialist often has to explain technical issues to non-technical people.
Sample Answer: I would explain that money comes from a company and it is used to pay for things like food, rent and other things. I would also explain that money is not free and that it has to be earned.
Question Overview: This question is designed to see how an applicant reacts to stressful situations. An applicant should be able to remain calm and focused. This is important because a technical support specialist often has to work with people who are upset or frustrated.
Sample Answer: I would listen to what they have to say and try to understand their point of view. I would then explain the situation and offer a solution.
Question Overview: This is a basic networking question that is often asked to gauge an applicant's knowledge of networking. An applicant should have a basic understanding of the difference between the two protocols, and they should be able to explain the difference in layman's terms.
Sample Answer: TCP is a connection-oriented protocol that ensures packets are delivered in sequence. UDP is a connectionless protocol that does not guarantee packet delivery.
Question Overview: A request is a ticket that an applicant creates to log a problem. This question is important because it allows an interviewer to understand how an applicant approaches a problem and how they prioritize issues.
Sample Answer: A request is a ticket that I create to log a problem. I prioritize issues based on urgency and importance.
Question Overview: This question is important because it gives you insight into the applicant's work history. If they left a job quickly, it could indicate that they are not a good fit for your organization. However, if they left a job because of a promotion or transfer, this could indicate that they are motivated and have a strong work ethic.
Sample Answer: I left my last job because I was promoted to a position with more responsibility.
Question Overview: This question is a great way to see how candidates handle pressure. It also gives them an opportunity to sell themselves. This is a great way to see how they handle rejection and what they do to overcome it.
Sample Answer: I am the best candidate for this position because I am a quick learner and I have the ability to adapt to new technologies. I would be able to learn your company's procedures quickly and provide the best service possible.
Question Overview: This is a question that can be asked of any position. The answer to this question is not as important as the thought process behind it. An applicant should be able to explain how they would approach a problem and what they would do to solve it. This is an opportunity for an applicant to show their ability to think critically and creatively.
Sample Answer: I would first assess the situation and determine if I could move the mountain or if I needed help. If I could move it myself, I would use a variety of tools and equipment to move it. If I needed help, I would ask for assistance from others.
Question Overview: This question assesses an applicant's ability to listen, understand and communicate. It also assesses an applicant's ability to think on their feet. You want to ensure that an applicant can think critically and has the ability to explain technical concepts in a way that is easy to understand.
Sample Answer: I would first ask what the business does. Then I would ask about their internet needs. I would then recommend a network that is best suited for their needs.
Question Overview: This is a basic question that will test the applicant's knowledge of web services.
Sample Answer: Web services description language (WSDL) is an XML-based language for describing network services as a set of endpoints operating on messages containing either document-oriented or procedure-oriented information.
Question Overview: A difficult customer is a challenge for anyone. An applicant should be able to demonstrate the ability to remain calm and professional. If an applicant cannot remain calm, they will not be able to provide the best service to customers.
Sample Answer: I would listen to the customer and try to understand their issue. I would then explain the issue in layman's terms and offer a solution.