80+ Information Technology Support Engineer Interview Questions and Answers

Answering questions related to troubleshooting BSOD, installing OS, network types, cloud, and S3 bucket.

• To troubleshoot BSOD, check for hardware issues, update drivers, and run diagnostic tools.

• Before installing OS, check hardware compatibility, backup important data, and ensure proper boot order.

• Network types include LAN, WAN, MAN, PAN, WLAN, and SAN.

• Cloud is a network of remote servers used to store, manage, and process data.

• S3 bucket is a storage service provided by Amazon...read more

We use ServiceNow as our ticketing tool.

• ServiceNow is a popular ticketing tool used by many organizations.

• It provides a centralized platform for managing IT service requests and incidents.

• ServiceNow offers features like ticket creation, assignment, tracking, and resolution.

• It allows for efficient communication between IT support engineers and end-users.

• ServiceNow also provides reporting and analytics capabilities for performance monitoring.

• Other ticketing tools commonly used ...read more

DHCP server assigns IP addresses to devices on a network. DNS translates domain names to IP addresses. AD is used to manage users and resources. Network is a collection of devices connected together. Domain is a group of network resources under a single name. Patch panel and IO side use different color codes for cables. Straight cable code is 568B. Cross cable color code is different from straight cable color code. SMTP port number is 25. POP port number is 110. IMAP port num...read more

If a system hangs a lot, I will troubleshoot the issue by checking for hardware or software problems, performing system updates, and optimizing system resources.

• Check for hardware issues such as overheating or faulty components

• Scan for malware or viruses that may be causing the system to hang

• Update the operating system and software to the latest versions

• Optimize system resources by closing unnecessary programs or services

• Monitor system performance using tools like Task Manage...read more

To troubleshoot a system that is restarting continuously, you can follow these steps:

• Check for hardware issues such as overheating or faulty components

• Verify if any recent software or driver updates have caused the issue

• Examine the system logs for any error messages or patterns

• Test the system in safe mode to determine if a third-party application is causing the problem

• Perform a system restore to a previous stable state

• Scan for malware or viruses that may be affecting the syst...read more

When a system won't start, I will perform troubleshooting steps to identify and resolve the issue.

• Check power supply and connections

• Verify hardware components are properly seated

• Check for error messages or beeps

• Attempt a power cycle

• Check BIOS settings

• Test with a different power source or outlet

• Check for software issues or conflicts

• Perform hardware diagnostics

• Seek assistance from colleagues or escalate to higher-level support if necessary

Answers to common IT support questions such as installing OS, DNS, DHCP, updating drivers, configuring IP, and joining a domain.

• To install an OS, insert the installation media and follow the prompts.

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

• DHCP (Dynamic Host Configuration Protocol) assigns IP addresses to devices on a network.

• To update drivers, go to the device manufacturer's website and download the latest drivers.

• To configure IP, go ...read more

I will check the network connection and troubleshoot the issue.

• Check if other devices are also affected

• Restart the router/modem

• Check for any loose cables

• Ping the default gateway

• Contact the ISP if necessary

To check internet connection, use ping command or check network settings.

• Use ping command to check connectivity to a specific website or IP address

• Check network settings to ensure correct IP address and DNS settings

• Try resetting modem or router

• Check for any network outages or maintenance in the area

Azure AD is a cloud-based identity and access management service provided by Microsoft.

• Azure AD provides single sign-on (SSO) and multi-factor authentication (MFA) capabilities.

• It allows users to access various applications and services with a single set of credentials.

• Azure AD can be integrated with on-premises Active Directory to provide hybrid identity management.

• To configure Azure AD login ID, create a user account in Azure AD and assign appropriate licenses.

• To configure ...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 is used to manage and allocate IP addresses in a network.

• It allows devices to obtain IP addresses dynamically instead of manually configuring them.

• DHCP also provides additional network configuration information like subnet mask, default gateway, and DNS server addresses.

• It uses a client-server model, where DHCP servers assign IP ad...read more

To handle installation systems in a server room, follow these pointers:

• Ensure proper power supply and cooling systems are in place

• Organize cables and label them for easy identification

• Install and configure necessary hardware and software components

• Implement security measures to protect the server room

• Regularly monitor and maintain the server room environment

• Document all installations and changes made for future reference

Yes, I know how to manage space on servers.

• Regularly monitor disk space usage on servers

• Delete unnecessary files and folders

• Implement disk quotas to limit space usage for users

• Archive or compress old data to free up space

• Consider adding more storage capacity if needed

Yes, I manage voice calls with clients directly to provide technical support and troubleshoot issues.

• I have experience in handling voice calls with clients to understand their technical issues

• I provide step-by-step instructions over the phone to troubleshoot problems

• I use active listening skills to ensure clear communication with clients

• I document call details and resolutions for future reference

I have experience with various IT tools including remote desktop software, ticketing systems, and network monitoring tools.

• Remote desktop software (e.g. TeamViewer, AnyDesk)

• Ticketing systems (e.g. JIRA, ServiceNow)

• Network monitoring tools (e.g. PRTG, Nagios)

Active Directory is a Microsoft service that manages network resources and user accounts.

• It is used to authenticate and authorize users and computers in a Windows domain network.

• It stores information about users, groups, computers, and other network objects.

• It allows administrators to manage network resources and apply policies to them.

• It provides a hierarchical structure for organizing network resources.

• Examples of network resources that can be managed with Active Directory ...read more

SSD stands for Solid State Drive. It is a type of storage device that uses flash memory to store data.

• SSDs are faster and more reliable than traditional hard disk drives (HDDs).

• There are two main types of SSDs: SATA and NVMe.

• SATA SSDs are more affordable and have slower read/write speeds compared to NVMe SSDs.

• NVMe SSDs are faster and more expensive than SATA SSDs.

• SSDs are commonly used in laptops, desktops, and servers for faster boot times and improved performance.

Ticketing tool is a software used to manage and track support tickets, while DHCP is a network protocol that assigns IP addresses to devices.

• Ticketing tool helps IT teams manage and track support tickets efficiently

• Examples of ticketing tools include Jira, ServiceNow, and Zendesk

• DHCP stands for Dynamic Host Configuration Protocol

• DHCP automatically assigns IP addresses to devices on a network

• DHCP helps in managing IP address allocation and network configuration

Windows Server Update Services (WSUS) is a Microsoft tool that allows administrators to manage the distribution of updates and patches for Windows operating systems and other Microsoft software.

• WSUS allows administrators to centrally manage and distribute updates to Windows servers and workstations.

• It provides a way to automate the process of downloading and installing updates, reducing the workload on IT staff.

• Administrators can approve updates for specific groups of compute...read more

PST and OST files are used in Microsoft Outlook to store email, contacts, and other data offline.

• PST stands for Personal Storage Table and is used for storing data in Outlook when using POP3 or IMAP email accounts.

• OST stands for Offline Storage Table and is used for storing data in Outlook when using Microsoft Exchange Server.

• PST files can be imported and exported in Outlook to backup or transfer data.

• OST files allow users to access their email and other data even when not co...read more

To identify RAM types in a laptop, check the laptop's documentation or use system information tools.

• Check the laptop's documentation for the RAM type and specifications

• Use system information tools like CPU-Z or Speccy to identify the RAM type

• Open the laptop and physically check the RAM module for the type and specifications

• Research the laptop's model number and specifications online to determine the RAM type

Server domain management involves configuring, monitoring, and maintaining servers within a domain network.

• Set up and configure domain controllers to manage user accounts and permissions

• Monitor server performance and troubleshoot any issues that arise

• Implement security measures to protect the domain network from cyber threats

• Regularly update software and patches to ensure server stability

• Create and manage group policies to enforce security settings and configurations

LAN is a local area network that connects devices within a limited area, while WAN is a wide area network that connects devices over a larger geographical area.

• LAN is typically used in homes, schools, or small businesses

• WAN is used to connect multiple LANs over a larger area, such as different branches of a company

• LAN has higher data transfer speeds and lower latency compared to WAN

• LAN is usually owned, controlled, and managed by a single organization, while WAN is often main...read more

A cross cable is used to connect two similar devices directly without the need for a hub or switch.

• A cross cable has one end with the transmit (TX) pins swapped with the receive (RX) pins.

• The other end of the cable follows the standard Ethernet pinout.

• Cross cables are commonly used to connect two computers, switches, or routers together.

• To make a cross cable, you can use a standard Ethernet cable and rewire one end following the cross cable pinout.

I will troubleshoot the network and identify the cause of the slow speed.

• Check network cables and connections

• Restart the router or modem

• Check for any software updates

• Run a network diagnostic tool

• Contact the internet service provider

IP stands for Internet Protocol. It is a set of rules that governs the communication between devices over the internet.

• There are two types of IP addresses: IPv4 and IPv6

• IPv4 addresses are 32-bit numbers and are written in the form of four decimal numbers separated by dots

• IPv6 addresses are 128-bit numbers and are written in the form of eight groups of four hexadecimal digits separated by colons

• IP addresses are used to identify devices on a network and enable communication bet...read more

Outlook POP3 and SMTP are protocols used for sending and receiving emails in Microsoft Outlook.

• POP3 (Post Office Protocol version 3) is used for receiving emails from a mail server.

• SMTP (Simple Mail Transfer Protocol) is used for sending emails to a mail server.

• POP3 and SMTP settings are required to configure email accounts in Outlook.

• POP3 and SMTP ports are used to establish a connection between Outlook and the mail server.

• Examples of POP3 and SMTP settings: pop3.example.com...read more

Outlook issues refer to problems encountered while using Microsoft Outlook email client.

• Emails not sending or receiving

• Outlook crashing or freezing

• Missing or corrupted data files

• Authentication issues

• Add-in problems

• Slow performance

• Compatibility issues with other software

• Configuration issues

BIOS stands for Basic Input/Output System. It is a firmware that initializes hardware during the boot process.

• BIOS is responsible for performing a Power-On Self Test (POST) to check if all hardware components are functioning properly.

• It also provides a set of low-level routines to control the hardware, such as the keyboard, mouse, and hard drive.

• BIOS settings can be accessed and modified through a setup utility, which is usually accessed by pressing a key during boot-up (e.g....read more

Yes, I am familiar with servers and reimaging.

• I have experience working with servers and performing reimaging tasks.

• I am knowledgeable about server hardware and software components.

• I can troubleshoot server issues and perform reimaging to restore or update server operating systems.

• I am familiar with tools like Windows Deployment Services (WDS) or Microsoft System Center Configuration Manager (SCCM) for server reimaging.

• I can provide examples of successful server reimaging pro...read more

For loop and while loop are control structures used in programming to iterate over a block of code multiple times.

• For loop is used when the number of iterations is known beforehand.

• While loop is used when the number of iterations is not known beforehand and is based on a condition.

• Example of for loop: for(int i=0; i<5; i++) { //code block }

• Example of while loop: int i = 0; while(i < 5) { //code block i++; }

A forward lookup zone is a DNS zone that translates domain names to IP addresses.

• It is used to resolve domain names to their corresponding IP addresses.

• It contains records that map domain names to IP addresses.

• It allows clients to access resources on a network using domain names instead of IP addresses.

• It is an essential component of the Domain Name System (DNS).

Yes, I have experience in router configuration.

• I am familiar with configuring routers for different network topologies.

• I have experience in setting up VLANs, port forwarding, and firewall rules.

• I am proficient in configuring routers from various vendors such as Cisco, Juniper, and Mikrotik.

To install Windows, you need to boot from the installation media and follow the on-screen instructions.

• Insert the Windows installation media (USB or DVD) into the computer.

• Restart the computer and boot from the installation media.

• Follow the on-screen instructions to select language, time format, and keyboard layout.

• Choose 'Install Now' and enter the product key if required.

• Select the type of installation (upgrade or custom) and choose the drive to install Windows on.

• Follow th...read more

The problem may be with the computer itself, not the network. Troubleshoot hardware and software issues to identify and resolve the problem.

• Check for hardware issues such as faulty components or connections

• Verify software settings and configurations

• Run diagnostic tests to identify any issues

• Update drivers and software patches

• Restart the computer and network devices

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

• DHCP is used to simplify network administration by automatically assigning IP addresses to devices.

• It allows devices to join a network and obtain an IP address without manual configuration.

• DHCP servers can also assign other network configuration settings such as subnet mask, default gateway, and DNS server addresses.

• DHCP leases are temporary and mus...read more

DNS port is a network port used for DNS communication.

• DNS port is usually port 53 for both TCP and UDP protocols.

• It is used for resolving domain names to IP addresses.

• DNS queries and responses are sent over this port.

• Firewalls and routers may block or filter DNS traffic on this port.

OST and PST are file formats used by Microsoft Outlook to store email data.

• OST stands for Offline Storage Table and is used for offline access to email data.

• PST stands for Personal Storage Table and is used for archiving email data.

• OST files are created when Outlook is used in cached Exchange mode.

• PST files can be imported or exported to transfer email data between Outlook accounts.

• Both OST and PST files can become corrupted and cause issues with Outlook.

• Repairing or recreati...read more

Information technology is the use of computers, software, and networks to process, store, and transmit data.

• IT involves the use of hardware and software to manage and process information

• It includes areas such as computer networking, database management, and software development

• Examples of IT include email, social media, online banking, and e-commerce

• IT is essential for businesses to operate efficiently and effectively in today's digital age

DNS stands for Domain Name System. It is a decentralized naming system that translates domain names into IP addresses.

• DNS is used to resolve domain names to their corresponding IP addresses.

• It helps in the efficient routing of internet traffic by translating human-readable domain names into machine-readable IP addresses.

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

• DNS also supports other types of records like MX r...read more

File sharing can be done through various methods.

• One can use cloud storage services like Google Drive, Dropbox, etc.

• File transfer protocols like FTP, SFTP, etc. can be used.

• Peer-to-peer file sharing can be done through applications like BitTorrent.

• File sharing can also be done through network file sharing services like SMB, NFS, etc.

Printer spooler is a software program that manages all print jobs sent to a printer.

• It manages the order of print jobs in the queue.

• It sends print jobs to the printer when it's ready.

• It allows multiple users to print to the same printer.

• It can be restarted or stopped to clear print jobs or fix issues.

• Examples of printer spooler software include CUPS for Linux and macOS, and the Print Spooler service for Windows.

A router is a networking device that forwards data packets between computer networks.

• Routers operate at the network layer of the OSI model.

• They use routing tables to determine the best path for data to travel.

• Routers can connect multiple networks together, such as a home network and the internet.

• They can also provide security by blocking unwanted traffic.

• Routers can be wired or wireless, and can have multiple ports for connecting devices.

A router is a networking device that forwards data packets between computer networks.

• Routers operate at the network layer of the OSI model.

• They use routing tables to determine the best path for data to travel.

• Routers can connect multiple networks together, such as a home network to the internet.

• They can also provide security by blocking unwanted traffic.

• Examples of routers include Cisco, Netgear, and TP-Link.

Routing is the process of selecting the best path for network traffic to travel from one network to another.

• Routing is a crucial function of network communication.

• It involves determining the most efficient path for data to travel.

• Routing protocols such as OSPF and BGP are used to facilitate this process.

• Routing tables are used to store information about network topology and available paths.

• Examples of routing devices include routers, switches, and firewalls.

A switch is a networking device that connects devices together on a computer network.

• Switches operate at the data link layer of the OSI model.

• They use MAC addresses to forward data between devices.

• Switches can improve network performance by reducing network congestion.

• Examples of switches include Cisco Catalyst and Juniper EX Series switches.

A DHCP pool is a range of IP addresses that a DHCP server can assign to devices on a network.

• DHCP pool is used to automatically assign IP addresses to devices on a network

• It is a range of IP addresses defined by the network administrator

• Each device connected to the network can request and receive an IP address from the DHCP pool

• DHCP pools can have various configurations such as lease duration and subnet mask

• Example: A DHCP pool may be defined with a range of IP addresses from...read more