80+ Technical Support Associate Interview Questions and Answers

A router connects multiple devices to a network and directs traffic, while a modem connects a network to the internet.

• A router is used to create a local area network (LAN) and connect multiple devices to it.

• A modem is used to connect a network to the internet.

• A router directs traffic between devices on the network and manages the flow of data.

• A modem converts digital signals from the network into analog signals that can be transmitted over a phone or cable line.

• Examples of ro...read more

Hubs broadcast data to all connected devices, while switches only send data to the intended recipient.

• Hubs operate at the physical layer of the OSI model, while switches operate at the data link layer.

• Hubs are less expensive than switches, but switches offer better performance and security.

• Hubs are often used in small networks, while switches are used in larger networks.

• Example of a hub: Netgear 5-Port Fast Ethernet Unmanaged Switch

• Example of a switch: Cisco Catalyst 2960 Ser...read more

MAC address is a unique identifier assigned to network interfaces for communications on the physical network segment.

• MAC stands for Media Access Control

• It is a 48-bit address

• It is used to identify devices on a network

• It cannot be changed permanently, but can be spoofed temporarily

• Example: 00:1A:C2:7B:00:47

Handle irate customers with empathy, active listening, and effective problem-solving to ensure satisfaction.

• Stay calm and composed: Take a deep breath and maintain a positive tone.

• Listen actively: Allow Mr. Ashley to express his concerns without interruption.

• Empathize: Acknowledge his frustration by saying, 'I understand how receiving an inflated bill can be upsetting.'

• Ask clarifying questions: 'Can you please provide me with the details of the charges you find confusing?'

• Pro...read more

DNS is a system that translates domain names into IP addresses. To change DNS IP address in Windows, go to Network and Sharing Center and modify the DNS settings. In MAC, go to System Preferences and change the DNS settings.

• DNS stands for Domain Name System

• It translates domain names into IP addresses

• In Windows, go to Network and Sharing Center, select the network connection, click on Properties, and modify the DNS settings

• In MAC, go to System Preferences, select Network, choo...read more

To create a profile on Microsoft Outlook, follow these steps:

• Open Outlook and click on File

• Select Info and click on Add Account

• Enter your email address and click on Connect

• Enter your password and click on Connect

• Outlook will automatically configure your account settings

• Click on Finish to complete the process

I would ask the customer to explain the issue in detail and try to replicate it on my end to provide a solution.

• Ask the customer to provide more information about the issue

• Try to replicate the issue on your end

• Provide a solution or escalate the issue to a higher level of support if necessary

Priority of incident is set based on impact and urgency.

• Assess the impact of the incident on the business or customer

• Determine the urgency of the incident based on SLA and customer expectations

• Assign P1 to incidents with high impact and urgency

• Assign P2 to incidents with moderate impact and urgency

• Communicate the priority to the customer and stakeholders

Communication between 7 layers of 2 computers happens through the OSI model.

• OSI model defines 7 layers of communication

• Each layer has a specific function and communicates with the corresponding layer on the other computer

• Data is encapsulated and de-encapsulated at each layer

• Examples of protocols at each layer include HTTP, TCP, and Ethernet

To fix camera issue in MAC and windows computer, follow these steps:

• Check if the camera is properly connected

• Check if the camera is enabled in the device settings

• Check if any other application is using the camera

• Update the camera driver

• Restart the computer

To ping an IP address, open command prompt and type 'ping' followed by the IP address.

• Open command prompt

• Type 'ping' followed by the IP address

• Press enter

• Wait for the response

• Example: ping 192.168.1.1

IP addresses are divided into classes based on the range of numbers they use to identify devices on a network.

• There are five classes of IP addresses: A, B, C, D, and E.

• Class A addresses are used for large networks and start with a number between 1 and 126.

• Class B addresses are used for medium-sized networks and start with a number between 128 and 191.

• Class C addresses are used for small networks and start with a number between 192 and 223.

• Class D addresses are used for multic...read more

Microsoft Authenticator is a two-factor authentication app that provides an extra layer of security for your Microsoft account.

• It generates a unique code every 30 seconds that you need to enter along with your password to access your account.

• It can also be used for passwordless sign-in using biometric authentication.

• It supports multiple accounts and can be used for personal and work accounts.

• It can be downloaded for free on iOS and Android devices.

IO devices require specific drivers to be installed for proper functioning.

• Identify the device and its manufacturer

• Download the appropriate driver from the manufacturer's website

• Run the installer and follow the on-screen instructions

• Restart the computer if prompted

• Verify the device is working properly in Device Manager

JavaScript is a programming language used to create interactive web pages and web applications.

• JavaScript is a client-side scripting language.

• It is used to add interactivity to web pages.

• It can be used for form validation, creating animations, and manipulating HTML and CSS.

• JavaScript can also be used on the server-side with Node.js.

• Popular JavaScript frameworks include React, Angular, and Vue.js.

To resolve the issue of a computer not turning on, check power connections, troubleshoot hardware components, and perform a power cycle.

• Check power connections to ensure the computer is receiving power

• Troubleshoot hardware components such as the power supply, motherboard, and RAM

• Perform a power cycle by unplugging the computer, holding the power button for 30 seconds, then plugging it back in and turning it on

• Check for any error messages or beeping sounds during startup

Basics steps to use a browser

• Open the browser

• Type the URL in the address bar

• Press Enter

• Wait for the page to load

• Use the back and forward buttons to navigate

• Use the refresh button to reload the page

• Use the search bar to search for specific content

• Use bookmarks to save frequently visited pages

Subnet mask is a 32-bit number used to divide an IP address into network and host addresses.

• It is used to identify the network portion of an IP address

• It is represented in decimal format or dotted decimal notation

• It is used in conjunction with IP addresses to determine network and host addresses

Business analytics refers to the practice of using data and statistical methods to analyze business performance and make informed decisions.

• Business analytics involves collecting and analyzing data to gain insights into business performance

• It can be used to identify trends, patterns, and opportunities for improvement

• Examples of business analytics tools include data visualization software, predictive analytics software, and business intelligence platforms

Raid 0 and Raid 5 are two types of RAID (Redundant Array of Independent Disks) configurations used for data storage.

• Raid 0 stripes data across multiple disks for faster read/write speeds but has no redundancy.

• Raid 5 uses parity data to provide redundancy and fault tolerance, but has slower write speeds.

• Raid 0 is best for applications that require high performance, such as video editing.

• Raid 5 is best for applications that require both performance and data protection, such as ...read more

Yes, I have knowledge of Unix operating system.

• Familiar with Unix commands and shell scripting

• Experience in working with Unix-based systems

• Knowledge of file systems, processes, permissions, and networking in Unix

• Proficient in using tools like grep, sed, awk, etc. in Unix environment

The range for APIPA address is 169.254.0.1 to 169.254.255.254.

• APIPA stands for Automatic Private IP Addressing.

• It is a feature in Windows operating systems that allows a computer to automatically assign itself an IP address when no DHCP server is available.

• APIPA addresses are not routable and can only be used on a single network segment.

• Examples of APIPA addresses are 169.254.1.1, 169.254.2.2, etc.

VLAN is a logical grouping of devices on a network. Switches connect devices within a VLAN, while routers connect VLANs to each other.

• VLAN stands for Virtual Local Area Network

• It allows for logical grouping of devices on a network, even if they are physically located in different areas

• Switches are used to connect devices within a VLAN

• Routers are used to connect VLANs to each other, allowing for communication between them

• Switches operate at Layer 2 of the OSI model, while rout...read more

Public IP is the address assigned to a device that is visible on the internet, while private IP is the address assigned to a device on a local network.

• Public IP is unique and can be accessed from anywhere on the internet

• Private IP is used within a local network and is not visible on the internet

• Public IP can be static or dynamic, while private IP is usually dynamic

• Examples of public IP include 216.3.128.12 and 74.125.224.72

• Examples of private IP include 192.168.0.1 and 10.0.0...read more

Common troubleshooting steps for Windows Server issues include checking logs, verifying services, and network connectivity.

• Check Event Viewer for error logs to identify issues.

• Verify that all necessary services are running, such as DNS or Active Directory.

• Test network connectivity using 'ping' or 'tracert' commands.

• Ensure that the server has sufficient resources (CPU, RAM, Disk Space).

• Run Windows Server Update Services (WSUS) to ensure the server is up to date.

• Use 'sfc /scann...read more

Troubleshooting application issues involves systematic steps to identify and resolve problems effectively.

• Identify the issue: Gather information from users about the problem they are experiencing.

• Reproduce the issue: Attempt to replicate the problem in a controlled environment to understand its nature.

• Check for updates: Ensure the application and system are up to date, as updates may resolve known issues.

• Review logs: Analyze application logs for error messages or warnings tha...read more

Scenarios and troubleshooting skills are evaluated by presenting hypothetical situations and assessing the candidate's ability to identify and resolve technical issues.

• Demonstrate logical thinking and problem-solving skills

• Show ability to analyze and diagnose technical problems

• Explain steps taken to troubleshoot and resolve issues

• Provide examples of past experiences in troubleshooting technical issues