10+ Technical Support Interview Questions and Answers

SMTP stands for Simple Mail Transfer Protocol. It is a protocol used for sending and receiving email messages.

• SMTP is responsible for sending email messages from one server to another.

• It uses port 25 to communicate with other servers.

• SMTP also provides error messages if the email cannot be delivered.

• Examples of SMTP servers include Gmail, Yahoo, and Outlook.

• SMTP is a text-based protocol that uses commands and responses to communicate.

Customer service means providing assistance and support to customers in a friendly and efficient manner.

• Listening to customers' concerns and needs

• Offering solutions and resolving issues promptly

• Being patient and empathetic

• Maintaining a positive attitude and professional demeanor

• Going above and beyond to exceed customer expectations

• Examples: answering phone calls, responding to emails, troubleshooting technical issues, providing product recommendations

The OSI layer is a conceptual framework that standardizes the functions of a telecommunication or computing system into seven abstraction layers.

• The OSI model consists of 7 layers: Physical, Data Link, Network, Transport, Session, Presentation, and Application.

• Each layer has specific functions and communicates with the corresponding layer on the receiving end.

• When a packet is sent, it is encapsulated at each layer with header information before being transmitted over the netw...read more

TCP 3 way handshake is a process used to establish a connection between a client and a server in a TCP/IP network.

• Client sends a SYN packet to the server to initiate the connection

• Server responds with a SYN-ACK packet to acknowledge the request

• Client sends an ACK packet back to the server to confirm the connection establishment

Gratuitous ARP is a type of Address Resolution Protocol message where a device announces its own IP address to update ARP caches.

• Gratuitous ARP is used to update ARP caches in network devices.

• It is sent as a broadcast message with the sender and target IP addresses being the same.

• It helps prevent IP address conflicts and update ARP tables efficiently.

• Example: A server sends a Gratuitous ARP message to update all devices in the network about its new IP address.

Microsoft troubleshooting steps involve identifying the issue, researching solutions, and implementing fixes.

• Identify the specific issue or error message

• Research possible solutions on Microsoft support website or forums

• Try basic troubleshooting steps like restarting the computer or running Windows Update

• Use built-in Windows troubleshooting tools like Windows Troubleshooter

• Check for software updates or driver updates

• Consider performing a system restore or reinstalling the prob...read more

Active Directory is a directory service that stores information about objects on a network.

• Centralized management of network resources

• Authentication and authorization of users and computers

• Group policy management

• Domain name system (DNS) management

• Replication of data between domain controllers

• Integration with other Microsoft services like Exchange and SharePoint

O365 features refer to the various tools and applications included in Microsoft Office 365 for productivity and collaboration.

• Email and calendar services through Outlook

• Online storage and file sharing with OneDrive

• Collaboration tools like Microsoft Teams

• Web conferencing with Skype for Business

• Office applications such as Word, Excel, and PowerPoint

ServiceNow is a cloud-based platform that provides IT service management, IT operations management, and business management solutions.

• Cloud-based platform for IT service management

• Offers IT operations management solutions

• Provides business management solutions

• Used for ticketing, workflow automation, and asset management