L2 Support System Administrator Interview Questions and Answers

Tickets priority can be categorized based on impact and urgency.

• Impact refers to the extent of damage or disruption caused by the issue.

• Urgency refers to the time frame within which the issue needs to be resolved.

• Priority levels can be high, medium, or low based on the combination of impact and urgency.

• For example, a critical system outage would have high impact and high urgency, while a minor bug would have low impact and low urgency.

OSI model is a conceptual model that describes how data is transmitted over a network.

• OSI stands for Open Systems Interconnection.

• It has 7 layers: Physical, Data Link, Network, Transport, Session, Presentation, and Application.

• Each layer has a specific function and communicates with adjacent layers.

• Example: HTTP operates at the Application layer, while TCP operates at the Transport layer.

• The model helps in troubleshooting network issues and developing network protocols.

Ticketing is a process of logging, tracking, and resolving customer issues or requests.

• Ticketing systems are used to manage customer support requests.

• Each request is assigned a unique ticket number for tracking purposes.

• Tickets can be prioritized based on severity and assigned to appropriate teams or individuals.

• Ticketing systems allow for communication between customers and support teams.

• Examples of ticketing systems include Zendesk, JIRA, and Freshdesk.

Networks refer to the interconnection of devices and systems to facilitate communication and data exchange.

• Networks allow devices to communicate and share resources

• They can be wired or wireless

• Examples include LAN, WAN, and the internet

• Networks can be secured using firewalls and other security measures

SLA stands for Service Level Agreement and TAT stands for Turnaround Time.

• SLA is a contract between a service provider and a customer that outlines the level of service expected.

• TAT is the amount of time it takes to complete a task or resolve an issue.

• Both SLA and TAT are important metrics in measuring the quality of service provided.

• For example, an SLA may guarantee a response time of 24 hours and a TAT of 48 hours for a particular issue.

• Meeting or exceeding SLA and TAT expe...read more

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

• It provides centralized authentication and authorization for Windows-based computers.

• It allows administrators to manage users, computers, and other network resources from a single location.

• It uses a hierarchical structure of domains, trees, and forests to organize network resources.

• It supports group policies, which allow administrators to enforce security settings and other configurations...read more

Group Policy is a feature in Windows that allows administrators to manage user and computer settings centrally.

• Group Policy is used to enforce security policies, software installation policies, and other settings across a network.

• It can be used to restrict access to certain features or applications, set password policies, and configure network settings.

• Group Policy settings are stored in Group Policy Objects (GPOs) which can be linked to domains, sites, or organizational unit...read more

Yes, I have experience managing large user bases.

• I have experience managing user bases of similar or larger sizes.

• I am familiar with tools and techniques for managing large user bases.

• I prioritize user needs and ensure timely resolution of issues.

• I have experience with user onboarding and offboarding processes.

• I am comfortable working with cross-functional teams to resolve user issues.