500+ Desktop Support Engineer Interview Questions and Answers

A set of technical questions related to desktop support engineering.

• APIPA is Automatic Private IP Addressing used when DHCP server is not available.

• Subnet mask is used to divide an IP address into network and host portions.

• IPv4 uses 32-bit addresses while IPv6 uses 128-bit addresses.

• There are two types of OS installation: clean installation and upgrade installation.

• BIOS is a firmware that initializes hardware during bootup. CMOS battery is used to power the BIOS settings.

• HDD ...read more

Questions related to networking and technical support.

• Router connects multiple networks and switches connect devices within a network.

• TCP is a connection-oriented protocol while UDP is connectionless.

• SMTP uses port number 25 and POP3 uses port number 110.

• Printer is a device that produces a hard copy of digital documents.

• To add a new printer, go to Control Panel > Devices and Printers > Add a Printer.

• BSOD (Blue Screen of Death) is an error screen displayed on Windows systems.

• T...read more

A shared printer is connected to a single computer and can be accessed by other computers on the same network. A network printer is directly connected to the network and can be accessed by multiple computers.

• Shared printer is connected to a single computer, while network printer is directly connected to the network.

• Shared printer can be accessed by other computers on the same network, while network printer can be accessed by multiple computers.

• Shared printer requires the comp...read more

Outlook is a personal information manager from Microsoft used for email, calendar, contacts, and tasks.

• Open Outlook and click on File > Add Account

• Enter your email address and password

• Follow the prompts to complete the setup

• Configure server settings if necessary

• Test the account to ensure it is working properly

Troubleshooting options for internet connectivity issues.

• Check if other devices are able to connect to the internet

• Restart the router/modem

• Check if the Ethernet cable is properly connected

• Check if the Wi-Fi password is correct

• Check if the DNS settings are correct

• Run network troubleshooter

• Disable and re-enable network adapter

• Check for any software or firewall blocking internet access

The OSI model is a conceptual framework that standardizes the functions of a communication system into seven layers.

• The Physical layer is responsible for the physical transmission of data.

• The Data Link layer provides error-free transmission of data frames between nodes on a network.

• The Network layer handles routing and logical addressing.

• The Transport layer ensures reliable delivery of data between end systems.

• The Session layer establishes, manages, and terminates connections...read more

Technical issues in Desktop Support Engineer involve hardware, software, network, and security problems.

• Hardware issues such as malfunctioning components or peripherals

• Software issues such as installation errors or compatibility problems

• Network issues such as connectivity or configuration problems

• Security issues such as malware infections or unauthorized access

• Examples include printer not working, slow computer performance, and internet connection problems

MAC address is a unique identifier assigned to a network interface controller, while IP address is a numerical label assigned to devices connected to a network.

• MAC address stands for Media Access Control address

• It is a 48-bit address assigned to a network interface controller

• It is used to identify devices on a network

• IP address stands for Internet Protocol address

• It is a numerical label assigned to devices connected to a network

• It is used to identify devices and enable commun...read more

If infected with malware, isolate system, run antivirus scan, remove malware, backup data to external device.

• Isolate infected system from network to prevent further spread of malware

• Run antivirus scan to detect and remove malware

• If antivirus scan fails, use malware removal tools or seek professional help

• Backup important data to external device before attempting any fixes

• Ensure backup device is not infected with malware before restoring data

Hardware refers to the physical components of a computer system, such as the motherboard, CPU, RAM, and hard drive.

• Hardware is the physical components that make up a computer system

• Examples of hardware include the motherboard, CPU, RAM, hard drive, and network interface card

• Hardware is essential for a computer system to function properly

• Hardware can be upgraded or replaced to improve performance or fix issues

A domain controller is a server that manages network security and authentication. To configure, install Active Directory Domain Services and promote server to domain controller. To add client machine, join it to the domain.

• Domain controller manages network security and authentication

• Install Active Directory Domain Services and promote server to domain controller

• Add client machine to the domain by joining it

• Use domain administrator credentials to configure and manage domain co...read more

Ram is a type of computer memory. HDD is a storage device. Motherboard connects all components. Printer connects via USB or Wi-Fi. OS installation requires booting from a disk or USB. Wi-Fi printer connects via Wi-Fi network. IP address is a unique identifier for devices on a network. Display issues can be caused by faulty hardware or software. Automatic restarts can be caused by hardware or software issues.

• Ram is short-term memory that stores data for quick access

• HDD is a lo...read more

System and application error logs can be found in various locations.

• System logs can be found in Event Viewer on Windows or Console on macOS.

• Application logs can be found in the application's installation directory or in a designated log folder.

• Third-party tools like Splunk or ELK can also be used to aggregate and analyze logs.

• Logs can also be accessed remotely through SSH or other remote access protocols.

To fix corrupted boot files or missing/corrupted Boot Manager, you can use the Windows Recovery Environment.

• Boot into the Windows Recovery Environment using installation media or the Advanced Startup Options.

• Select the appropriate language and keyboard layout.

• Choose 'Troubleshoot' > 'Advanced options' > 'Command Prompt'.

• Run the following commands: bootrec /fixboot, bootrec /fixmbr, bootrec /rebuildbcd.

• Restart the computer and check if the issue is resolved.

UEFI and Legacy system, IP ranges, ticketing tool, display check, and OS installation are important aspects of desktop support engineering.

• UEFI (Unified Extensible Firmware Interface) is a modern firmware interface that replaces the traditional BIOS.

• Legacy system refers to the traditional BIOS-based system.

• IP ranges are a set of IP addresses that are used to identify devices on a network.

• Ticketing tool is a software used to manage and track support requests.

• To check if the di...read more

OSI (Open Systems Interconnection) model is a conceptual framework that standardizes the functions of a telecommunication or computing system into seven distinct layers.

• There are 7 types of OSI layers: Physical, Data Link, Network, Transport, Session, Presentation, and Application.

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

• For example, the Physical layer deals with the physical connection between devices, while the Application layer de...read more

VPN stands for Virtual Private Network. It is used to create a secure connection to another network over the internet.

• VPN allows users to securely access a private network from a remote location

• It encrypts data to ensure privacy and security

• Common protocols used for VPN include PPTP, L2TP, IPsec, and OpenVPN

• VPN can be configured on routers, computers, smartphones, and other devices

• Organizations use VPN to allow employees to access internal resources securely from outside the ...read more

DHCP assigns IP addresses to devices on a network. DNS translates domain names to IP addresses.

• DHCP stands for Dynamic Host Configuration Protocol

• It automatically assigns IP addresses to devices on a network

• DNS stands for Domain Name System

• It translates domain names to IP addresses

• DNS is used to access websites and other resources on the internet

BSOD stands for Blue Screen of Death. It is an error screen displayed on Windows operating systems when a fatal system error occurs.

• BSOD is a critical error that causes the computer to crash and display a blue screen with error codes.

• It is usually caused by hardware or software issues, such as faulty drivers, incompatible software, or hardware failures.

• BSOD can prevent the computer from booting up properly and may require troubleshooting or repair.

• Common BSOD error codes incl...read more

The reason behind being unable to configure a profile on Outlook could be due to incorrect server settings, network issues, or account permissions.

• Incorrect server settings such as wrong server address or port number

• Network issues like poor internet connection or firewall blocking access

• Account permissions not set up correctly

Static IP addresses are used within an organization network to provide a consistent and fixed address for devices.

• Static IP addresses are used for devices that require constant access and need to be easily identifiable on the network.

• They are helpful for servers, printers, and other network devices that need to be accessed remotely.

• Static IP addresses can also be used for security purposes, as they are less susceptible to hacking compared to dynamic IP addresses.

• They provide ...read more

To backup data from a corrupted OS, connect the hard drive to another computer and use backup software or manually copy the files.

• Remove the hard drive from the affected computer

• Connect the hard drive to another computer using an external enclosure or adapter

• Use backup software to create a backup of the data on the C drive

• Alternatively, manually copy the important files and folders from the C drive to another storage device

OST stands for Open Systems Technologies and is a file format used by Microsoft Outlook. OST stands for OutSystems Technology and is a low-code platform.

• OST (Open Systems Technologies) is a file format used by Microsoft Outlook to store a copy of mailbox data from an Exchange Server. It allows users to access their emails, contacts, and calendar items offline.

• OST (OutSystems Technology) is a low-code platform that enables organizations to develop, deploy, and manage enterpris...read more

A switch is a networking device used to connect multiple devices within a network. Manageable switches allow for configuration and monitoring, while non-manageable switches do not.

• Switch is a networking device that connects multiple devices within a network

• Manageable switches allow for configuration and monitoring of network traffic

• Non-manageable switches do not offer configuration options and are plug-and-play

• Examples of manageable switches include Cisco Catalyst series, whi...read more

DHCP is a network protocol that assigns IP addresses automatically to devices on a network.

• DHCP stands for Dynamic Host Configuration Protocol

• It allows devices to obtain IP addresses, subnet masks, default gateways, and DNS servers automatically

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

• DHCP reduces the need for manual IP address configuration

• Example: When a device connects to a Wi-Fi network, DHCP assigns it an IP address from the available pool

SLA priorities include critical, high, medium, and low.

• Critical priority is for issues that require immediate attention and resolution.

• High priority is for issues that are important but not as urgent as critical issues.

• Medium priority is for issues that are important but can wait for a little while.

• Low priority is for issues that are not urgent and can be resolved at a later time.

• SLA priorities are usually defined in terms of response time and resolution time.

• For example, a c...read more

Interview questions for Desktop Support Engineer

• To solve BSOD issue, check for hardware or software conflicts, update drivers, run system diagnostics

• If PC is getting slower, check for malware, clear temporary files, uninstall unnecessary programs

• Antivirus protects against known threats, antimalware protects against unknown threats

• To configure Outlook, set up email account, customize settings, import/export data

• .Ost is an offline Outlook data file, .pst is a personal Outlook d...read more

Blue screen error is a system crash in Windows OS caused by a fatal system error. It requires troubleshooting to rectify.

• Blue screen error, also known as the 'Blue Screen of Death' (BSOD), is a stop error that occurs in Windows operating systems.

• It is caused by a fatal system error that forces the computer to crash and display a blue screen with error codes.

• Common causes include hardware or driver issues, incompatible software, memory problems, or system file corruption.

• To re...read more

I am familiar with installing multiple operating systems.

• I have experience installing Windows operating systems such as Windows 10, Windows 8, and Windows 7.

• I am proficient in installing various Linux distributions like Ubuntu, CentOS, and Fedora.

• I am also familiar with macOS installations on Apple computers.

• I have knowledge of installing server operating systems like Windows Server 2016 and Linux server distributions.

MBR and GPT are partitioning schemes used on hard drives. DHCP server assigns IP addresses to devices on a network.

• MBR (Master Boot Record) and GPT (GUID Partition Table) are two different partitioning schemes used on hard drives.

• MBR is an older partitioning scheme that has limitations on the number and size of partitions that can be created.

• GPT is a newer partitioning scheme that allows for larger partitions and more partitions overall.

• DHCP (Dynamic Host Configuration Protoc...read more

On an average, I resolve around 20-25 tickets per day.

• I prioritize tickets based on their urgency and impact on business operations.

• I ensure timely resolution of tickets while maintaining quality.

• I also focus on identifying the root cause of the issue to prevent future occurrences.

• Examples: Resolving issues related to software installation, network connectivity, printer configuration, etc.

Office 364 is a typo, the correct comparison is between Office 365 and Microsoft 365.

• Office 365 is a cloud-based subscription service that includes access to Office applications like Word, Excel, and PowerPoint, as well as other productivity services.

• Microsoft 365 is a bundle that includes Office 365, Windows 10, and Enterprise Mobility + Security.

• Microsoft 365 offers additional security and management features compared to Office 365.

• Office 365 is more focused on productivity...read more

OneDrive is a personal file storage service while SharePoint is a collaborative platform for teams to share and manage content.

• OneDrive is primarily for personal file storage and sharing, while SharePoint is designed for team collaboration and content management.

• OneDrive is more suitable for individual users to store and access their own files, while SharePoint allows teams to work together on documents, projects, and tasks.

• SharePoint offers features like document libraries, ...read more

Private IP addresses are used within a network for internal communication, while public IP addresses are used to communicate over the internet.

• Private IP addresses are reserved for use within a private network and are not routable on the internet.

• Public IP addresses are assigned by Internet Service Providers (ISPs) and are used for communication over the internet.

• Examples of private IP address ranges include 192.168.0.0 - 192.168.255.255 and 10.0.0.0 - 10.255.255.255.

• An examp...read more

Active Directory is a directory service developed by Microsoft that provides centralized management of network resources.

• Active Directory is used to store information about network objects such as users, computers, and groups.

• It allows administrators to manage and control access to resources in a network environment.

• Active Directory uses a hierarchical structure with domains, trees, and forests.

• It supports authentication and authorization processes for users and computers.

• Act...read more

The maximum number of user accounts that can be created in Windows Server 2012 R2 depends on the edition and licensing.

• The Standard edition of Windows Server 2012 R2 supports up to 2,048 user accounts.

• The Datacenter edition of Windows Server 2012 R2 supports unlimited user accounts.

• The Essentials edition of Windows Server 2012 R2 supports up to 25 user accounts.

• The number of user accounts can also be limited by the available hardware resources and system performance.

To configure Outlook in a laptop, ensure proper internet connectivity and follow the setup wizard. Troubleshoot connectivity issues by checking network settings and firewall.

• Ensure internet connectivity is available

• Open Outlook and follow the setup wizard

• Enter email address and password

• Configure server settings

• Check network settings and firewall for connectivity issues

PST stands for Personal Storage Table, used to store email messages, calendar events, and other items in Microsoft Outlook.

• PST is a file format used by Microsoft Outlook to store email messages, calendar events, and other items locally on a user's computer.

• To configure a PST file in Outlook, go to File > Account Settings > Data Files and add a new PST file.

• PST files are commonly used to backup or archive emails, organize messages into folders, or store emails offline.

• Using PS...read more

DHCP server assigns IP addresses to devices on a network. Joining domain allows access to network resources. User data backup is important for data recovery. DVR box records video footage.

• DHCP server assigns IP addresses to devices on a network

• Joining domain allows access to network resources

• User data backup is important for data recovery

• DVR box records video footage

The outlook file responsible for taking backup is the PST file.

• PST file stores emails, contacts, calendar events, and other data in Outlook.

• Users can manually backup their PST file by exporting it from Outlook.

• Third-party backup software can also be used to automatically backup the PST file.

A domain is a network of computers and devices that are managed as a single entity.

• A domain is a collection of computers and devices that share a common security and administration policy.

• A domain controller is a server that manages the security and authentication of users and computers in the domain.

• To add a system to a domain, the system must be configured to use the domain controller as its primary DNS server and then joined to the domain using valid credentials.

• Once a sys...read more

AADS stands for Apple Advanced Directory Services. Group Policy Management is a feature of Windows Server 2012.

• AADS is a set of tools and services that allow Mac computers to integrate with Microsoft Active Directory.

• Group Policy Management is used to manage and enforce group policies across a network of computers.

• Server 2012 includes new features for Group Policy Management, such as the ability to manage policies for Windows 8 and Windows Server 2012.

• AADS and Group Policy Ma...read more

O365 is a cloud-based subscription service that provides access to various Microsoft applications and services. The max .pst file size is 50 GB.

• O365 is a subscription-based service that provides access to various Microsoft applications and services such as Word, Excel, PowerPoint, and Outlook.

• It is a cloud-based service, which means that users can access their files and applications from anywhere with an internet connection.

• The max .pst file size in Outlook is 50 GB, which is...read more

DORA (Discover Offer Request Acknowledge) is a process used by DHCP to assign IP addresses to devices on a network.

• DORA stands for Discover, Offer, Request, and Acknowledge.

• It is a four-step process used by DHCP to assign IP addresses to devices on a network.

• The Discover message is sent by the client to request an IP address.

• The Offer message is sent by the server with an available IP address.

• The Request message is sent by the client to request the offered IP address.

• The Ackn...read more

Outlook can be configured manually by following a few steps.

• Open Outlook and click on 'File' in the top left corner.

• Select 'Add Account' or 'Account Settings' depending on the version of Outlook.

• Choose 'Manual setup or additional server types' and click 'Next'.

• Select the desired account type (POP or IMAP) and click 'Next'.

• Enter the required information such as email address, username, password, incoming/outgoing server details.

• Click on 'Test Account Settings' to verify the co...read more

DHCP assigns IP addresses dynamically, DNS resolves domain names to IP addresses, Static IP is manually assigned.

• DHCP - Dynamic Host Configuration Protocol assigns IP addresses dynamically to devices on a network.

• DNS - Domain Name System resolves domain names to IP addresses.

• Static IP is manually assigned to a device and does not change unless manually reconfigured.

• Dynamic IP changes each time a device connects to the network.

• DHCP and DNS are essential for network communicati...read more

To install OS in desktop, create a bootable USB or DVD, insert it into the desktop, and follow the installation prompts.

• Download the OS image file from the official website

• Create a bootable USB or DVD using software like Rufus or Windows Media Creation Tool

• Insert the bootable USB or DVD into the desktop and restart it

• Press the key to enter the boot menu and select the USB or DVD as the boot device

• Follow the installation prompts and select the desired options like language, ti...read more