Technical support specialist Interview Questions
A technical support specialist solves technical issues as they arise. Daily tasks may include providing help desk support for computers and software, troubleshooting equipment needs and training staff in the latest tech tools.
Top Technical Support Specialist Interview Questions & How to Answer
Here are three top technical support specialist interview questions and tips on how to answer them:
Question No. 1: Describe a time when you could not solve a problem. How did you resolve the issue?
How to answer: Explain in detail how you solved a problem through resourcefulness and research. This experience demonstrates important skills employers look for in a technical support specialist. Highlight your resilience and ability to think outside the box when answering this question.
Question No. 2: Describe a time when you faced a challenging customer service experience. How did you ensure that quality service was provided to the customer?
How to answer: Customer service skills are critical to the role of a technical support specialist. When addressing this question, be detailed in your response by setting out each step you took to ensure that quality customer service was provided for the customer. Make sure you explain how you went above and beyond what was expected of you.
Question No. 3: How do you make highly technical processes clear to customers or colleagues who are not technology-savvy?
How to answer: Respond clearly by describing a highly technical process, using concrete examples to make the concept easy to understand. Providing examples in your response demonstrates strong interpersonal skills and customer service qualities.
If a VP calls you and says, "I can't access an important file I need for a meeting I'm conducting in 10 minutes. It's on my I drive but there's a red X on it and I can't access it. My admin says she can, but it's not working for me." What would you do to resolve the issue?3 Answers
Have the admin send him/her the file needed. Wasting time trying to troubleshoot an inaccessible network drive will make the VP late for the meeting. Less
Another good question: Are you responsible for maintaining this VP's access & permissions because if so, you just passed the buck in the worst way! If you are responsible for assisting this person in retrieving the access to thier files than your answer better not be "get a copy from your admin assistant"!!.. also consider the security protocol of the company involved. Is this a matter that should be handled without proper verification and security protocol first as you don't want to prescribe access to restricted files if this was a "Fishing Call" Less
Right click the drive and select connect
What is your understanding of DNS?2 Answers
An Internet service that translates domain names into IP addresses. The Internet however, is really based on IP addresses. Every time you use a domain name, therefore, a DNS service must translate the name into the corresponding IP address. For example, the domain name www.example.com might translate to 220.127.116.11. The DNS system is, in fact, its own network. If one DNS server doesn't know how to translate a particular domain name, it asks another one, and so on, until the correct IP address is returned. Less
Domain name Systems is the application that controls all the settings of your domain name such as your MX records, CNAME records and A Records. Less
"What is sysprep, and how is it used in an everyday computer enviornment?"2 Answers
Sysprep is a tool designed for administrators, and OEM's. After you perform the initial setup steps on a single computer, you can run the tool to prepare the sample computer for cloning. -Microsoft Less
I had no idea... never had to use sysprep
How much experience do you have in call-center tech support?2 Answers
I would follow up with, having both tech support and call center experience, I believe I have (number of years exp.) in assisting customers over the phone and would have no problem providing tech support over this medium. Less
While I have several years of both tech support and call center experience, I have no tech support experience in a call center. So the interviewer, again a very nice and professional employee, seemed to completely lose interest in the interview. Less