Support Desk Technician

- Can you walk me through the steps you would take to troubleshoot a computer that won't turn on?
- How do you approach diagnosing a network connectivity issue?
- Describe your experience with Active Directory and common tasks you've performed within it.
- What are the main differences between IPv4 and IPv6, and how would you troubleshoot issues related to each?
- How do you handle a request for installing and configuring software on an end user's machine safely and efficiently?
- Can you explain the process you follow to create and manage user accounts in a Windows Server environment?
- What are the key differences between a differential and an incremental backup, and when would you choose each one?
- How do you prioritize and manage multiple support tickets with varying levels of urgency?
- Describe a time when you identified a recurring technical issue and how you implemented a long-term solution.
- How do you ensure security best practices when handling sensitive information or performing remote access tasks?

- Can you describe a time when you encountered an unexpected technical issue and the steps you took to resolve it?
- What process do you follow when diagnosing a complex technical problem?
- Tell me about a particularly challenging support case you handled. How did you approach it, and what was the outcome?
- How do you stay updated with the latest technology and troubleshooting techniques?
- Can you provide an example of how you have improved an existing support process or created a new one?
- Describe a situation where you had to think outside the box to solve a customer's problem.
- How do you handle situations where standard troubleshooting steps fail to resolve an issue?
- When faced with multiple potential solutions to a problem, how do you determine the best course of action?
- Have you ever identified a recurring issue and implemented a proactive solution to prevent it from happening again? If so, please explain.
- Can you share an experience where you collaborated with others to solve a complex technical issue? What was your role, and what was the result?

- Can you describe a time when you had to explain a technical issue to a non-technical person? How did you ensure they understood?
- How do you prioritize tasks when dealing with multiple support requests from different team members?
- Give an example of a situation where you had to work closely with colleagues from different departments to resolve an issue. What was your approach?
- How do you handle misunderstandings or conflicts when working in a team?
- Can you provide an example of a time when you collaborated with team members to improve a process or system? What role did you play?
- How do you ensure effective communication with remote team members or clients?
- Describe a time when you received negative feedback from a customer or coworker. How did you respond and what did you learn from it?
- Explain a situation where you had to manage communication between multiple stakeholders with varying levels of technical knowledge.
- How do you keep team members informed and aligned when managing a complex support request?
- Can you share an experience where your effective communication significantly improved the outcome of a support issue? What strategies did you use?

- Describe a time when you managed multiple support tickets with varying levels of urgency. How did you prioritize your tasks?
- Can you provide an example of a project you led to improve the efficiency of the support desk? What steps did you take to ensure its success?
- How do you handle situations where you have limited resources and multiple high-priority issues to resolve?
- Tell me about a time when you had to allocate resources for a new software deployment or upgrade. How did you ensure minimal disruption to end-users?
- What strategies do you use to manage your time effectively when handling numerous support requests?
- Explain how you track and monitor the progress of multiple ongoing support issues to ensure timely resolution.
- How do you approach training and managing new staff or team members to ensure they can handle support desk tasks efficiently?
- Describe a situation where you identified a resource bottleneck in your support processes. How did you address and resolve it?
- How do you ensure that project milestones are met within a support desk environment that often requires immediate attention to issues?
- Can you discuss an instance where you managed a support desk project that involved cross-departmental collaboration? How did you coordinate and communicate with different teams?

- Can you describe a time when you were faced with an ethical dilemma in a previous role? How did you handle it?
- How do you ensure that you follow company policies and procedures when resolving technical issues?
- Have you ever noticed a coworker engaging in unethical behavior? If so, how did you address the situation?
- What steps do you take to ensure the confidentiality and privacy of customer data while providing technical support?
- How would you handle a situation where a manager asked you to perform a task that you believe is unethical or against company policy?
- Can you give an example of how you've promoted compliance within a team or department in your past roles?
- What actions would you take if you discovered a security breach or a vulnerability in the system you support?
- How do you stay informed about the latest laws, regulations, and industry standards relevant to the IT support field?
- Describe how you would prioritize compliance and ethical considerations while under pressure to resolve a critical technical issue quickly.
- What methods do you use to ensure accuracy and honesty in your documentation and reporting of technical support activities?

- Can you provide an example of a time when you proactively pursued additional training or certification to enhance your skills as a Support Desk Technician?
- How do you stay current with the latest industry trends and technologies relevant to technical support roles?
- Could you describe a situation where you had to quickly learn a new software or tool to resolve a customer issue effectively?
- What steps do you take to ensure you continuously improve your troubleshooting and diagnostic skills?
- How do you handle feedback and critique from supervisors or colleagues regarding your technical support performance?
- Tell me about a time when a significant change was implemented within your team or organization. How did you adapt to this change?
- How do you prioritize your own professional development while managing your day-to-day responsibilities on the support desk?
- Can you discuss an instance where you had to shift your problem-solving approach due to new information or a change in circumstances?
- Describe how you set and achieve personal growth goals within your role as a Support Desk Technician.
- How do you typically respond when faced with unfamiliar challenges or technologies, and how do you leverage those experiences for future problem-solving?