40+ Desktop Support Engineer L1 and L2 Interview Questions and Answers

The OSI model has 7 layers that define how different devices communicate over a network.

• The OSI model stands for Open Systems Interconnection model

• Each layer has specific functions and interacts with adjacent layers

• Layers include Physical, Data Link, Network, Transport, Session, Presentation, and Application

• Data is passed down through the layers on the sending device and up through the layers on the receiving device

• Each layer adds its own header or trailer to the data as it p...read more

Network & networking refers to the practice of connecting computers and other devices to share resources and information.

• Network refers to a collection of computers and devices connected together to share resources and information.

• Networking involves the design, implementation, and management of these networks.

• Types of networks include LAN (Local Area Network), WAN (Wide Area Network), and WLAN (Wireless Local Area Network).

• Networking protocols like TCP/IP govern how data is ...read more

Possible causes of network local default gateway ping drops and the function of a router.

• Possible causes of network local default gateway ping drops include network congestion, faulty network cables, misconfigured network settings, or issues with the default gateway itself.

• Two computers can connect to each other directly with a straight cable for data transfer using a peer-to-peer network setup.

• The function of a router is to connect multiple networks together and forward data...read more

OS stands for Operating System. It is a software that manages computer hardware and provides common services for computer programs.

• An OS is the most important software that runs on a computer.

• It manages the computer's memory, processes, and all of its software and hardware.

• To install an OS, you need to boot the computer from a bootable installation media such as a USB drive or a DVD.

• Follow the on-screen instructions to select the language, time zone, and other settings before...read more

Check the volume settings and audio output device.

• Check if the volume is muted or turned down

• Ensure the correct audio output device is selected

• Check if the audio drivers are up to date

• Restart the computer and check again

• Try using headphones or external speakers to isolate the issue

To work with laptops and desktops using different accessories, you can connect peripherals like keyboards, mice, monitors, and external storage devices.

• Connect a keyboard and mouse for input

• Connect a monitor for display

• Connect external storage devices for additional storage capacity

• Use docking stations for easy connectivity with multiple accessories

• Utilize USB hubs to connect multiple devices to a single port

The latest configuration for a computer varies depending on the manufacturer and model. The current RAM standard is DDR4.

• The latest configuration for a computer depends on the manufacturer and model

• Some common configurations include Intel Core i7 or i9 processors, solid-state drives, and dedicated graphics cards

• The current RAM standard is DDR4, which offers faster speeds and higher capacities than previous standards like DDR3

• Some high-end systems may use DDR5 RAM, but this is...read more

To configure Outlook, you need to know the domain name and server settings.

• Open Outlook and go to File > Account Settings > Account Settings

• Click on New to add a new email account

• Enter your name, email address, and password

• Select the account type (POP or IMAP) and enter the incoming and outgoing server settings

• Click on Test Account Settings to ensure everything is working properly

• Click on Finish to complete the setup process

APIPA stands for Automatic Private IP Addressing and is used when a device cannot obtain an IP address from a DHCP server.

• APIPA assigns a unique IP address to a device when it cannot connect to a DHCP server.

• It allows devices to communicate on a local network even without a DHCP server.

• APIPA addresses are in the range of 169.254.0.1 to 169.254.255.254.

• It is commonly used in small home or office networks where a DHCP server is not available.

ADDS stands for Active Directory Domain Services. It is a directory service provided by Microsoft for Windows domain networks.

• ADDS is used to manage users, computers, and other devices on a network.

• It allows administrators to set up and manage security policies, install software, and perform other tasks across the network.

• ADDS uses a hierarchical structure with domains, trees, and forests to organize network resources.

• Example: Creating user accounts, assigning permissions, an...read more

To troubleshoot LAN, check physical connections, verify network settings, restart devices, check for IP conflicts, and use network monitoring tools.

• Check physical connections to ensure cables are securely connected

• Verify network settings such as IP address, subnet mask, and default gateway

• Restart devices such as routers, switches, and computers

• Check for IP conflicts by ensuring no two devices have the same IP address

• Use network monitoring tools like Wireshark to analyze netwo...read more

There are mainly three types of networks: LAN, WAN, and MAN.

• Local Area Network (LAN) - used to connect devices within a limited area like a home, office, or school.

• Wide Area Network (WAN) - connects devices over a large geographical area, often using public infrastructure like the internet.

• Metropolitan Area Network (MAN) - covers a larger area than a LAN but smaller than a WAN, typically within a city.

The OSI model is a conceptual framework that standardizes the functions of a telecommunication or computing system into seven different layers.

• The OSI model stands for Open Systems Interconnection model.

• It helps in understanding how data is transferred from one computer to another over a network.

• Each layer has specific functions and interacts with adjacent layers.

• Examples of layers include Physical layer, Data Link layer, Network layer, Transport layer, Session layer, Present...read more

It is unethical and against professional standards to intentionally corrupt an operating system and backup data.

• Intentionally corrupting an operating system and backup data is unethical and against professional standards.

• As a Desktop Support Engineer, the focus should be on troubleshooting and resolving issues, not causing harm.

• Instead of corrupting the OS, it is important to have proper backup and recovery procedures in place to protect data.

• Educating users about the importa...read more

The OSI model is a conceptual framework that defines the functions of a network protocol stack.

• The OSI model consists of seven layers: Physical, Data Link, Network, Transport, Session, Presentation, and Application.

• Each layer has specific functions and interacts with the layers above and below it.

• The model helps in understanding how different network protocols and technologies work together.

• For example, the Physical layer deals with the physical transmission of data, while th...read more

BIOS is a firmware installed on a computer's motherboard that initializes hardware components and boots up the operating system.

• BIOS stands for Basic Input/Output System

• It is responsible for initializing and testing hardware components during the boot process

• BIOS also provides a platform for configuring hardware settings

• It loads the operating system into the computer's memory and hands over control to it

• BIOS settings can be accessed and modified through a BIOS setup utility

Restore points can be created in Windows by accessing the System Protection settings.

• Open Control Panel and go to System and Security.

• Click on System and then on System Protection.

• Select the drive you want to create a restore point for and click on 'Create'.

• Give the restore point a name and click 'Create'.

Ping command is a network utility tool used to test the reachability of a host on an IP network.

• Ping command sends ICMP echo request packets to the target host and waits for a response.

• It measures the round-trip time for packets to reach the destination and come back.

• Ping is commonly used to troubleshoot network connectivity issues.

• Example: 'ping www.google.com' will send ICMP packets to Google's server and display the response times.

Blue Screen of Death (BSoD) is a Windows operating system error screen that appears when a system encounters a critical error that it cannot recover from.

• BSoD is also known as a stop error or bug check screen.

• It usually includes a specific error code and a message indicating the cause of the error.

• Common causes of BSoD include hardware failures, driver issues, and software conflicts.

• Examples of BSoD error codes are: 0x0000007B (INACCESSIBLE_BOOT_DEVICE), 0x0000001A (MEMORY_MA...read more

BSOD (Blue Screen of Death) error is a system error that causes a blue screen to appear on Windows computers, indicating a critical system error.

• BSOD error is a system error that causes a blue screen to appear on Windows computers

• It indicates a critical system error that needs to be resolved

• Common causes of BSOD errors include hardware issues, driver conflicts, and software problems

• To fix BSOD errors, you can try restarting the computer, updating drivers, running system diagn...read more

To configure a network printer, you need to connect it to the network, install the printer driver, and set up the printer on each computer.

• Connect the printer to the network using an Ethernet cable or Wi-Fi.

• Install the printer driver on the computer by either using the installation CD or downloading it from the manufacturer's website.

• Open the Control Panel on the computer, go to Devices and Printers, and click on 'Add a printer'.

• Select 'Add a network, wireless, or Bluetooth p...read more

Installation and configuration of Outlook

• Download the latest version of Outlook from Microsoft's website

• Run the installation file and follow the prompts

• Enter the user's email address and password to configure the account

• Set up any additional settings such as signatures and automatic replies

• Test the account by sending and receiving emails

Active Directory (AD) is a directory service that stores information about objects on a network and makes this information available to users and network administrators.

• User authentication and authorization

• Group policy management

• Resource management

• Domain controller management

• Security management

• DNS management

Domain Name System (DNS) is a system that translates domain names to IP addresses.

• DNS is like a phone book for the internet, translating human-readable domain names (like google.com) to IP addresses (like 172.217.7.238).

• DNS helps users access websites and other online services by translating domain names into IP addresses that computers can understand.

• DNS servers store DNS records that contain information about domain names and their corresponding IP addresses.

• DNS operates on...read more

DHCP stands for Dynamic Host Configuration Protocol. It is a network protocol that automatically assigns IP addresses to devices on a network.

• DHCP assigns IP addresses to devices on a network automatically

• It helps in reducing the manual effort of assigning IP addresses

• DHCP servers lease IP addresses to devices for a specific period of time

• DHCP uses a client-server model where the client requests an IP address and the server assigns one

Hardware components are physical parts of a computer system that enable it to function.

• Motherboard: main circuit board that connects all components

• CPU: central processing unit, performs calculations and executes instructions

• RAM: random access memory, stores data temporarily for quick access

• Hard Drive: stores permanent data like operating system and files

• Graphics Card: processes and renders images and videos

• Power Supply: provides electrical power to the computer

• Monitor: displa...read more

AD is Active Directory, a directory service used by Microsoft Windows networks. DNS is Domain Name System, used to translate domain names to IP addresses. DHCP is Dynamic Host Configuration Protocol, used to assign IP addresses to devices on a network.

• Active Directory (AD) is a directory service used by Microsoft Windows networks to store information about users, computers, and resources.

• Domain Name System (DNS) is used to translate domain names to IP addresses, allowing user...read more

SLA in ticketing tool refers to Service Level Agreement which defines the expected response and resolution times for tickets.

• SLA is a contract between the service provider and the customer, specifying the level of service expected.

• It includes details such as response time, resolution time, priority levels, and escalation procedures.

• For example, a high priority ticket may have a shorter SLA than a low priority ticket.

• SLA helps in setting clear expectations for both parties and...read more

VPN stands for Virtual Private Network, which allows users to securely access a private network over a public network.

• VPN creates a secure and encrypted connection between the user's device and the private network.

• It masks the user's IP address and location, providing anonymity and privacy.

• VPN can be used to access restricted websites, secure data transmission, and bypass geo-restrictions.

• Examples of VPN services include NordVPN, ExpressVPN, and CyberGhost.

DHCP stands for Dynamic Host Configuration Protocol. It is a network protocol that automatically assigns IP addresses to devices on a network.

• DHCP eliminates the need for manual IP address configuration

• It allows devices to easily connect to a network and obtain necessary network settings

• DHCP servers lease IP addresses to devices for a specific period of time

• Commonly used in home and business networks to manage IP address allocation

Topology refers to the arrangement of nodes in a network and how they are connected.

• Topology defines the physical or logical layout of a network.

• Common topologies include bus, star, ring, mesh, and hybrid.

• Each topology has its own advantages and disadvantages in terms of cost, scalability, and fault tolerance.

POP3 (Post Office Protocol version 3) is a protocol used to retrieve emails from a mail server.

• POP3 is used to download emails from a mail server to a local email client.

• It works by connecting to the server and downloading any new messages to the client's inbox.

• POP3 typically uses port 110 for unencrypted connections and port 995 for encrypted connections.

• Once emails are downloaded via POP3, they are usually removed from the server unless configured otherwise.

• POP3 is one of t...read more

A NIC card, also known as a network interface card, is a hardware component that allows a computer to connect to a network.

• NIC stands for Network Interface Card.

• It is a hardware component that enables a computer to connect to a network.

• NIC cards can be wired or wireless.

• They have a unique MAC address for identification.

• Examples include Ethernet cards and Wi-Fi adapters.

DNS server stands for Domain Name System server. It translates domain names into IP addresses to locate resources on the internet.

• DNS server helps in translating domain names to IP addresses

• It helps in locating resources on the internet

• DNS servers store a database of domain names and their corresponding IP addresses

• They help in resolving domain name queries from clients

The OSI Model is a conceptual framework that standardizes the functions of a telecommunication or computing system into seven distinct layers.

• The OSI Model stands for Open Systems Interconnection Model

• It helps in understanding how data is transferred over a network

• Each layer has specific functions and communicates with adjacent layers

• Examples of layers include Physical, Data Link, Network, Transport, Session, Presentation, and Application

The painting process of a laser printer involves applying toner to the paper using a combination of static electricity and heat.

• Toner is a powder that contains pigments and plastic particles

• The toner is positively charged and is attracted to the negatively charged drum inside the printer

• The drum transfers the toner onto the paper using heat to fuse it in place

• The final step involves a fuser unit that melts the toner onto the paper for a permanent bond

IMAP stands for Internet Message Access Protocol, used for retrieving emails from a mail server.

• IMAP allows users to access their emails from multiple devices

• It keeps emails stored on the server, allowing for easy access and synchronization

• IMAP is commonly used by email clients like Outlook, Thunderbird, and Apple Mail

SMTP (Simple Mail Transfer Protocol) is a communication protocol used for sending and receiving email.

• SMTP is used to send emails between servers.

• It works in conjunction with POP3 or IMAP protocols for email retrieval.

• SMTP uses port 25 for communication.

• Example: When you send an email from your email client, SMTP is used to send the email to the recipient's email server.

AD stands for Active Directory, a directory service developed by Microsoft for Windows domain networks.

• AD is used to store information about network resources such as computers, users, groups, and printers.

• It allows administrators to manage and secure access to resources within a network.

• AD uses a hierarchical structure with domains, trees, and forests to organize objects and facilitate management.

• Examples of tasks performed in AD include user authentication, group policy man...read more

VPN usage allows for secure remote access to a private network over the internet.

• Provides secure connection for remote employees

• Encrypts data to prevent unauthorized access

• Allows access to restricted resources from outside the network

• Helps maintain privacy and anonymity online