800+ Technical Support Engineer Interview Questions and Answers

Cloud computing can be accessed as both software and hardware.

• Cloud computing is primarily software-based, allowing users to access applications and services over the internet.

• However, cloud computing can also be accessed as hardware through physical servers, storage devices, and networking equipment.

• Examples of hardware-based cloud computing include on-premises private clouds and hybrid cloud environments.

• Hardware components in cloud computing help support the infrastructure...read more

The OSI model is a conceptual model that describes the communication functions of a telecommunication system.

• Layer 1 (Physical Layer) - Transmits raw data bits over a physical medium

• Layer 2 (Data Link Layer) - Provides error-free transfer of data frames between nodes

• Layer 3 (Network Layer) - Routes data packets between networks

• Layer 4 (Transport Layer) - Provides reliable data transfer between end systems

• Layer 5 (Session Layer) - Establishes, manages, and terminates sessions ...read more

Control panel is a graphical user interface that allows users to manage and control computer hardware and software settings.

• It provides access to various system settings and features

• It allows users to install and uninstall software

• It can be used to configure hardware devices such as printers and scanners

• Examples include Windows Control Panel and macOS System Preferences

Routers are networking devices that forward data packets between computer networks.

• Routers connect multiple devices to the internet or other networks

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

• Routers can be wired or wireless, and can be used in homes, businesses, and data centers

• Examples of popular router brands include Cisco, Netgear, and TP-Link

IP stands for Internet Protocol. An IP address is a unique numerical label assigned to each device connected to a computer network.

• IP stands for Internet Protocol

• IP address is a unique numerical label assigned to devices on a network

• IP addresses are represented in decimal format, such as 192.168.1.1

• There are two versions of IP addresses - IPv4 and IPv6

A firewall is a network security system that monitors and controls incoming and outgoing network traffic based on predetermined security rules.

• Firewalls can be hardware or software-based

• They can be configured to block or allow traffic based on IP addresses, ports, protocols, and other criteria

• Firewalls can also be used to create virtual private networks (VPNs) for secure remote access

• IP binding is the process of associating a specific IP address with a particular device or us...read more

Active Directory is a directory service developed by Microsoft for Windows domain networks.

• Centralized database for managing network resources

• Stores information about users, computers, and other network objects

• Allows administrators to control access and permissions

• Supports single sign-on for users to access multiple resources with one login

• Uses Lightweight Directory Access Protocol (LDAP) for communication

Camera types include DSLR, mirrorless, and point-and-shoot. Touch screens can be resistive or capacitive. Audio mixers and amplifiers vary in size and power.

• DSLR, mirrorless, and point-and-shoot are types of cameras

• Touch screens can be resistive (pressure-sensitive) or capacitive (electrically-sensitive)

• Audio mixers are used to combine multiple audio signals

• Amplifiers increase the power of an audio signal

• Different types of amplifiers include tube, solid-state, and hybrid

I used monitoring tools to track server alerts and responded with appropriate actions.

• I utilized monitoring tools such as Nagios, Zabbix, and SolarWinds to track server alerts.

• I set up alerts for critical events such as high CPU usage, low disk space, and network connectivity issues.

• I responded to alerts by investigating the root cause of the issue and taking appropriate actions such as restarting services, freeing up disk space, or escalating to higher-level support.

• I also d...read more

Encoders and decoders are used to convert data from one format to another.

• Encoders convert analog signals to digital signals.

• Decoders convert digital signals to analog signals.

• Encoders are used in devices like cameras, sensors, and audio equipment.

• Decoders are used in devices like televisions, radios, and DVD players.

There are multiple ways to repair MS Office suite.

• Use the built-in repair option in the Control Panel

• Use the Microsoft Office Configuration Analyzer Tool

• Uninstall and reinstall the software

• Use the Microsoft Support and Recovery Assistant

• Run the SFC (System File Checker) scan

• Check for and install any available updates

Effective communication is key to dealing with clients on phone calls. It requires active listening, empathy, and clear articulation.

• Listen actively to the client's concerns and needs

• Show empathy and understanding towards their situation

• Use clear and concise language to explain technical solutions

• Avoid technical jargon and use layman's terms

• Confirm understanding by summarizing the conversation and next steps

• Maintain a professional and courteous tone throughout the call

Electric vehicles are different from fuelled vehicles as they run on electricity instead of gasoline or diesel.

• Electric vehicles produce zero emissions, making them environmentally friendly.

• Electric vehicles have lower maintenance costs compared to fuelled vehicles.

• Electric vehicles are quieter and provide smoother acceleration than fuelled vehicles.

• Electric vehicles can be charged at home or at public charging stations.

• Examples: Tesla Model S, Nissan Leaf, Chevrolet Bolt

A network is a group of interconnected devices that can communicate and share resources.

• A network can be wired or wireless

• Devices on a network can share files, printers, and internet access

• Networks can be local (LAN) or wide area (WAN)

• Examples of networks include the internet, home networks, and corporate networks

The protocol used for mail ID configuration in PC/Mobile devices is the Internet Message Access Protocol (IMAP).

• IMAP is a standard protocol used for accessing and managing email messages on a mail server.

• It allows users to access their email from multiple devices while keeping the messages synchronized.

• IMAP supports both online and offline modes, allowing users to access and manage their emails even without an active internet connection.

• Common troubleshooting queries related ...read more

Scope refers to the visibility and accessibility of variables in a program. Logical operators are used to perform logical operations in code.

• Scope in programming refers to where in the code a variable can be accessed. It can be global, local, or block scope.

• To solve an error in the code, first identify the error message or behavior causing the issue. Then, debug the code by checking for syntax errors, logical errors, or runtime errors.

• Logical operators in programming are used...read more

I have technical knowledge in various areas including networking, hardware, software, and troubleshooting.

• Proficient in troubleshooting hardware and software issues

• Knowledgeable in networking protocols and configurations

• Familiar with operating systems such as Windows and Linux

• Experience with virtualization technologies like VMware and Hyper-V

• Skilled in scripting languages like Python and PowerShell

I will address the customer with respect and empathy, actively listening to their concerns and providing clear and concise solutions.

• Greet the customer with a friendly and professional tone

• Listen actively to their concerns and ask clarifying questions

• Provide clear and concise solutions to their technical issues

• Empathize with their frustration and offer reassurance

• Thank them for their patience and for choosing our company

Learn how to check IP in Linux through command line and GUI

• To check IP through command line, use the command 'ifconfig' or 'ip addr show'

• To check IP through GUI, go to network settings and look for the IP address

• To check public IP, use the command 'curl ifconfig.me' or 'curl icanhazip.com'

The latest USB version is USB 4.

• USB 4 was announced in 2019 and released in 2020.

• It offers a maximum speed of 40 Gbps.

• It is backward compatible with USB 3.2, USB 2.0, and Thunderbolt 3.

• USB 4 supports multiple data and display protocols.

• It requires USB Type-C connectors.

Research online forums, reach out to colleagues, test different solutions, document findings.

• Search online forums and communities for similar issues and solutions.

• Reach out to colleagues or other experts in the field for advice.

• Test different solutions and document the results to track progress.

• Keep detailed notes of the troubleshooting process for future reference.

• Consider reaching out to the vendor or manufacturer for support.

• Experiment with different troubleshooting techni...read more

Accessing google.com involves DNS resolution, TCP handshake, HTTP request, and response at the packet level.

• 1. DNS resolution to translate domain name to IP address

• 2. TCP handshake to establish connection

• 3. HTTP request sent to the server

• 4. Server processes the request and sends back HTTP response

• 5. Data packets are exchanged between client and server

Python code to find a substring from a string

• Use the 'find' method to locate the starting index of the substring within the string

• Extract the substring using slicing based on the starting index and length of the substring

• Handle cases where the substring is not found by checking the return value of 'find'

Hardware refers to physical components of a computer while software refers to programs and applications that run on the computer.

• Hardware includes components such as the motherboard, CPU, RAM, and hard drive.

• Software includes programs such as Microsoft Office, Adobe Photoshop, and web browsers.

• Hardware is tangible and can be physically touched while software is intangible and cannot be physically touched.

• Hardware can be upgraded or replaced while software can be updated or un...read more

Issues faced with O365 at user end

• Login issues

• Email delivery delays

• Calendar synchronization problems

• OneDrive sync errors

• SharePoint access issues

An endpoint is a device or software that communicates with a network. Whitelisting is the process of allowing specific endpoints to access a network.

• Endpoints can include computers, servers, printers, and other network devices.

• Whitelisting involves creating a list of approved endpoints and blocking all others.

• This can help improve network security by preventing unauthorized access.

• For example, a company may whitelist the IP addresses of its employees' devices to allow them to...read more

A router connects multiple networks and directs traffic between them, while a hub simply connects multiple devices in a network.

• A router operates at the network layer of the OSI model, while a hub operates at the physical layer.

• A router can determine the best path for data to travel between networks, while a hub simply broadcasts data to all connected devices.

• Routers are more secure than hubs, as they can filter and block traffic based on rules and policies.

• Examples of router...read more

Illustrating an e-commerce website flowchart from user and backend sides

• User side: Homepage -> Browse products -> Add to cart -> Checkout -> Payment -> Order confirmation

• Backend side: Receive order -> Process payment -> Update inventory -> Send confirmation email

Yes, IP address can be configured manually by accessing network settings and entering the desired IP address.

• Access network settings on the device

• Navigate to the TCP/IP settings

• Enter the desired IP address, subnet mask, gateway, and DNS server manually

DNS stands for Domain Name System. It translates domain names to IP addresses. Without DNS, users would have to remember IP addresses to access websites.

• DNS is like a phone book for the internet, translating domain names (like google.com) to IP addresses (like 172.217.3.206).

• Without DNS, users would have to remember and type in IP addresses to access websites, which is not user-friendly.

• Issues that can arise without DNS include difficulty accessing websites, slower internet b...read more

To troubleshoot a faulty internet line, start by checking the physical connections and then move on to testing the network settings.

• Check if the modem and router are properly connected and powered on

• Inspect the Ethernet cables for any damage or loose connections

• Restart the modem and router

• Check the network settings on the computer or device

• Ping the router and external websites to test connectivity

• Contact the internet service provider if the issue persists

B-Tree is a self-balancing tree data structure with multiple child nodes and is used for efficient disk access.

• B-Tree has a root node, internal nodes, and leaf nodes.

• Each node can have multiple child nodes.

• The number of child nodes is fixed for a given B-Tree.

• B-Tree is self-balancing, which means that the height of the tree is minimized.

• B-Tree is used for efficient disk access as it reduces the number of disk accesses required to find a particular data item.

• Example: File syst...read more

BSOD stands for Blue Screen of Death. Active Directory is a Windows feature for managing network resources. Win XP and Win 10 differ in many ways.

• BSOD is a critical error screen in Windows that appears when the system encounters a fatal error.

• Active Directory is a Windows feature that provides centralized management of network resources such as users, computers, and printers.

• Win XP and Win 10 differ in terms of user interface, security features, system requirements, and perfo...read more

FSMO roles are specialized domain controller roles in Active Directory that handle specific tasks.

• There are 5 FSMO roles: Schema Master, Domain Naming Master, RID Master, PDC Emulator, and Infrastructure Master.

• Schema Master - responsible for making changes to the Active Directory schema.

• Domain Naming Master - responsible for adding or removing domains in the forest.

• RID Master - responsible for allocating unique security identifiers (SIDs) to objects within a domain.

• PDC Emula...read more

The sensor used to measure pulse in a smart watch is called a photoplethysmography (PPG) sensor.

• Photoplethysmography (PPG) sensor is used in smart watches to measure pulse

• PPG sensor measures changes in blood volume by shining light into the skin and detecting the amount of light absorbed

• The sensor can be found on the back of the smart watch, usually in contact with the skin

RAM is volatile memory used for temporary storage while ROM is non-volatile memory used for permanent storage.

• RAM stands for Random Access Memory and is used for temporary storage of data and programs while the computer is running.

• ROM stands for Read-Only Memory and is used for permanent storage of data and programs that cannot be changed.

• RAM is volatile memory, meaning it loses its contents when the power is turned off.

• ROM is non-volatile memory, meaning it retains its conte...read more

DHCP is a protocol that assigns IP addresses to devices on a network. ADDS is a service that manages users and computers in a Windows domain. NTFS and FAT32 are file systems. SSH and Telnet are network protocols.

• DHCP assigns IP addresses to devices on a network

• ADDS manages users and computers in a Windows domain

• NTFS is a modern file system with advanced security features

• FAT32 is an older file system with limited security features

• SSH is a secure network protocol for remote acc...read more

POP3 and IMAP are email protocols used for retrieving emails from a mail server.

• POP3 stands for Post Office Protocol version 3 and is used to download emails from a mail server to a local device.

• IMAP stands for Internet Message Access Protocol and is used to access emails on a mail server without downloading them to a local device.

• POP3 is a simple protocol and is best suited for users who access their emails from a single device.

• IMAP is a more advanced protocol and is best su...read more

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

• BSOD is caused by hardware or software issues

• To fix BSOD, try restarting the computer or running a system diagnostic

• Update drivers and software to prevent future BSODs

• Examples of BSOD errors include IRQL_NOT_LESS_OR_EQUAL and MEMORY_MANAGEMENT

C lacked features like classes, inheritance, and polymorphism which were needed for object-oriented programming.

• C was lacking features like classes, inheritance, and polymorphism which were needed for object-oriented programming.

• C++ was developed to add object-oriented programming capabilities to C.

• C++ also introduced features like templates, exception handling, and namespaces which were not present in C.

RAM stands for Random Access Memory. It is a type of computer memory that allows data to be accessed in any order.

• RAM is volatile memory, meaning it loses its data when the computer is turned off.

• It is used to temporarily store data that the computer is currently using.

• The more RAM a computer has, the more programs it can run simultaneously without slowing down.

• Examples of RAM include DDR3, DDR4, and SDRAM.

APIPA is a self-configured IP address used when DHCP server is not available. Router connects multiple networks while switch connects devices within a network.

• APIPA stands for Automatic Private IP Addressing

• APIPA assigns IP addresses in the range of 169.254.0.1 to 169.254.255.254

• Router connects multiple networks and routes data between them

• Switch connects devices within a network and forwards data between them

• Router operates at the network layer of the OSI model while switch ...read more

Cloud computing is the delivery of computing services over the internet, including storage, servers, databases, networking, software, and analytics.

• Cloud computing allows users to access and use resources on-demand without the need for physical infrastructure.

• It offers scalability, flexibility, cost-effectiveness, and increased efficiency.

• Examples of cloud computing services include Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform.

I would empathize with the customer, explain the limitations, offer alternative solutions, and escalate if necessary.

• Listen to the customer's concerns and empathize with their situation.

• Clearly explain the limitations of the product or service.

• Offer alternative solutions or workarounds to address the customer's needs.

• If necessary, escalate the issue to a higher level of support or management.

DNS stands for Domain Name System. It is used to translate domain names into IP addresses.

• DNS is like a phonebook for the internet

• It helps to identify and locate websites

• DNS servers store information about domain names and their corresponding IP addresses

• Without DNS, we would have to remember IP addresses to access websites

• DNS can also be used for load balancing and security purposes

OWD determines the default level of access users have to records in an organization.

• OWD settings control who can view, edit, and delete records in Salesforce

• OWD can be set to private, public read-only, public read/write, or controlled by parent

• OWD can be further customized with sharing rules and manual sharing

• Example: Setting OWD to private means only record owners and users above them in the role hierarchy can access the records

HTTP 1.1 introduced persistent connections, chunked transfer encoding, and improved caching.

• HTTP 1.1 allows multiple requests over a single connection

• HTTP 1.1 supports chunked transfer encoding for better handling of large data

• HTTP 1.1 introduced improved caching mechanisms

• HTTP 2.0 uses binary framing instead of text-based framing in HTTP 1.x