60+ 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

To repair PST, use the built-in scanpst.exe tool and to access mails in PST, use Microsoft Outlook.

• To repair PST, locate and run the scanpst.exe tool which is usually found in the Microsoft Office folder.

• Follow the prompts to select the PST file and initiate the repair process.

• To access mails in PST, open Microsoft Outlook and select 'Open Outlook Data File' from the File menu.

• Navigate to the location of the PST file and select it to open and access the mails.

• Ensure that the ...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

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

• The OSI model stands for Open Systems Interconnection model.

• It was developed by the International Organization for Standardization (ISO) in 1984.

• The model is divided into seven layers, each responsible for specific functions.

• The layers are: Physical, Data Link, Network, Transport, Session, Presentation, and Application.

• Each layer interacts with the layer above a...read more

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

Different types of operating systems include Windows, macOS, Linux, and Unix.

• Windows: Developed by Microsoft, widely used in personal computers.

• macOS: Developed by Apple, used in Macintosh computers.

• Linux: Open-source operating system, available in various distributions like Ubuntu, Fedora, and CentOS.

• Unix: Multi-user, multitasking operating system used in servers and workstations.

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

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.

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.

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

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

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

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

Advanced troubleshooting for printers, laptops, desktops, and network devices.

• Start by identifying the issue and gathering information about the device and its configuration.

• Check for any error messages or warning signs.

• Verify that the device is properly connected to the network and has the correct settings.

• Try restarting the device or resetting it to its default settings.

• Check for any software or driver updates that may be available.

• If the issue persists, escalate to higher ...read more

The latest versions of the product are 3.0 and 3.1.

• Version 3.0 was released in January 2021.

• Version 3.1 was released in March 2021.

• Both versions include bug fixes and performance improvements.

Command to check IP address

• Use 'ipconfig' command on Windows

• Use 'ifconfig' command on Linux/Mac

• Check 'ip addr show' on Ubuntu

An IP address is a unique identifier assigned to devices on a network. LAN and WAN are types of networks, while a router connects them.

• IP address is a numerical label assigned to each device on a network

• LAN (Local Area Network) is a network of devices in a small area like a home or office

• WAN (Wide Area Network) is a network that covers a large geographical area like the internet

• A router is a device that connects multiple networks together and forwards data packets between the...read more

IPv4 and IPv6 are two versions of Internet Protocol used to identify devices on a network.

• IPv4 uses 32-bit addresses and can support up to 4.3 billion unique addresses.

• IPv6 uses 128-bit addresses and can support an almost infinite number of unique addresses.

• IPv4 addresses are written in decimal format, while IPv6 addresses are written in hexadecimal format.

• IPv6 addresses are typically enclosed in square brackets, like [2001:0db8:85a3:0000:0000:8a2e:0370:7334].

An Internet Protocol address is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication.

• IP address is a unique identifier for devices on a network

• It consists of four sets of numbers separated by dots

• IPv4 addresses are 32-bit and IPv6 addresses are 128-bit

• Examples of IP addresses are 192.168.0.1 and 2001:0db8:85a3:0000:0000:8a2e:0370:7334

IAM process in our company involves assigning and managing user access to resources.

• Users are granted access based on their roles and responsibilities

• Access is controlled through permissions and policies

• IAM tools are used to manage user identities and access rights

Topologies refer to the way in which devices are connected in a network. There are several types of topologies.

• Bus topology

• Star topology

• Ring topology

• Mesh topology

• Tree topology

• Hybrid topology

To get IP address, use 'ipconfig' command. To change wallpaper on Windows, right-click on desktop, select 'Personalize', then choose a new wallpaper.

• To get IP address, open Command Prompt and type 'ipconfig'

• To change wallpaper on Windows, right-click on desktop

• Select 'Personalize' from the menu

• Choose a new wallpaper from the options

DORA process is a DHCP process that stands for Discover, Offer, Request, and Acknowledge.

• DORA is a four-step process used by DHCP clients to obtain an IP address from a DHCP server.

• Discover: The client broadcasts a message to discover available DHCP servers.

• Offer: The DHCP server responds with an offer of an IP address.

• Request: The client requests the offered IP address.

• Acknowledge: The DHCP server acknowledges the request and assigns the IP address to the client.

• DORA process...read more

ATS in vehicles stands for Automatic Transmission System, which controls the gear shifting process without manual intervention.

• ATS uses sensors to monitor vehicle speed, engine load, and other factors to determine the optimal gear ratio.

• It automatically shifts gears to provide smooth acceleration and improved fuel efficiency.

• Examples of vehicles with ATS include modern cars, trucks, and buses.

A MAC address is a unique identifier assigned to a network interface controller for use as a network address in communications within a network segment.

• MAC stands for Media Access Control

• It is a 48-bit address, usually represented in hexadecimal format

• It is used to identify devices on a network

• MAC addresses are assigned by the manufacturer of the device

• MAC addresses are used in the data link layer of the OSI model

POP (Post Office Protocol) is a protocol used to retrieve email from a mail server.

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

• It is an application layer protocol that uses TCP port 110.

• POP3 is the latest version of the protocol and supports SSL encryption.

• POP is different from IMAP (Internet Message Access Protocol) which allows users to access emails directly from the server.

• POP is commonly used by email clients like Microsoft Outlook and Apple ...read more

A port number is a 16-bit unsigned integer, thus ranging from 0 to 65535, used to identify a specific process to which an Internet or other network message is to be forwarded when it arrives at a server.

• Port numbers are used to identify specific processes running on a server.

• They are 16-bit unsigned integers ranging from 0 to 65535.

• Well-known port numbers are reserved for specific services, such as HTTP (port 80) and FTP (port 21).

• Port numbers are used in conjunction with IP ...read more

I remain calm, listen actively, empathize with the customer, apologize for the inconvenience, and work towards finding a solution.

• Remain calm and composed

• Listen actively to understand the customer's concerns

• Empathize with the customer's frustration

• Apologize for the inconvenience caused

• Work towards finding a solution to resolve the issue

SQL DML commands are used to manipulate data in a database.

• DML stands for Data Manipulation Language

• Common DML commands include INSERT, UPDATE, DELETE

• INSERT is used to add new data to a table

• UPDATE is used to modify existing data in a table

• DELETE is used to remove data from a table

APIPA stands for Automatic Private IP Addressing. It is a feature in Windows operating systems that assigns a unique IP address to a device when it cannot obtain an IP address from a DHCP server.

• APIPA is used when a device is unable to connect to a DHCP server.

• It assigns a unique IP address in the range of 169.254.0.1 to 169.254.255.254.

• APIPA is only used as a last resort and is not recommended for use in a network environment.

• APIPA can cause connectivity issues if multiple d...read more

A cookie is a small text file that a website stores on a user's computer or mobile device when they visit the site.

• Cookies are used to remember user preferences and login information.

• They can also be used for tracking user behavior and serving targeted ads.

• Cookies can be either first-party (set by the website being visited) or third-party (set by a different website).

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 automating the IP address assignment process.

• It allows devices to obtain an IP address, subnet mask, default gateway, and DNS server information automatically.

• DHCP servers can be configured to assign specific IP addresses to specific devices based on their MAC addresses.

• DHCP lease time determines ho...read more

NAT stands for Network Address Translation. It is a process of modifying IP address information in IP packet headers.

• NAT is used to allow devices on a private network to access the internet using a single public IP address.

• It can be used to hide the internal IP addresses of a network from the internet.

• NAT can be implemented using hardware devices or software applications.

• There are different types of NAT such as Static NAT, Dynamic NAT, and Port Address Translation (PAT).

GIS stands for Geographic Information System. It is a system designed to capture, store, manipulate, analyze, manage, and present spatial or geographic data.

• GIS is used in various fields such as urban planning, environmental management, and disaster management.

• It involves the use of maps, satellite imagery, and other geographical data to create visual representations of data.

• GIS software includes ArcGIS, QGIS, and Google Earth.

• GIS can be used to analyze data such as populatio...read more

AWS is like a big computer in the sky that lets you store and use your files and programs from anywhere.

• AWS is a cloud computing platform

• It provides services like storage, computing power, and databases

• You can access your files and programs from anywhere with an internet connection

• Examples of AWS services include S3 for storage and EC2 for computing power

Ticketing tools, network basics, and commands are essential for Technical Support Associates.

• Ticketing tools: ServiceNow, Jira, Zendesk

• Network basics: IP addressing, subnetting, DNS, DHCP

• Commands: ping, ipconfig, tracert