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Tech Support Work Placement interview

  • 27-06-2018 11:57AM
    #1
    clio_16v
    Registered Users, Registered Users 2 Posts: 529 ✭✭✭


    I have an interview coming up for a work placement / training program. What questions should I expect for a Level 1 Tech Support job? It's a large multinational company. Never worked in this area before so not sure what to expect


Comments

  • #2
    wijam
    Registered Users, Registered Users 2 Posts: 739 ✭✭✭wijam


    hey Clio, all depends on the field of support the tech company cover. Is it just 1st line IT Support? They could ask questions on Windows 7 / 10, Office.

    So standard questions we'd ask when interviewing would be a long the lines of troubleshooting steps to take when a user get a blue screen of death, when they can't get on the network, when they can get on the network but not a website. Also, how to deal with challenging staff members


  • #3
    OMM 0000
    Registered Users, Registered Users 2 Posts: 3,733 ✭✭✭OMM 0000


    Most likely this job will provide training on exactly what you will be supporting. For example, if you were working for Eircom supporting their ISP, you would receive training on all the issues you would be troubleshooting.

    So, (1) you need to have a basic understanding of operating systems and networking, and let the interviewer know you pick up technical things pretty quickly.

    The most important thing about working in a tech support role is being able to break down the problem into steps, and use a process of elimination to nail down what's wrong. For example, if you were having problems installing a particular piece of software, I would try installing it on the same OS. If the install works, then I know the software is probably ok, and the issue is on your machine. I would then try installing the software on your machine using safe mode. If that works, then I know there's probably some software on your machine conflicting with the install. I would then try installing the software on your machine, closing down all background processes one by one to figure out which one is causing the problem. Etc.

    (2) you need to be able to think in a logical manner.

    (3) Finally you need either a clear speaking voice (for phone support) or be presentable (for desktop support). Obviously you need to be patient and friendly.

    Good luck!


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