Sarnova Screening Test Question

Interview Questions for Technical Support Specialist (Remote) Position
Instructions: Please precede all your answers with the question you are answering.
Use acronyms only after you've explained them. Use correct spelling and grammar.
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Candidate’s Name:
1. Are you presently engaged in employment?
2. How do you effectively communicate highly technical processes to individuals
who lack technological expertise, whether they are customers or colleagues?
3. Share an instance where you encountered a problem that you couldn't solve.
How did you ultimately resolve it?
4. What is your comprehension of DNS?
5. What is your level of experience in providing technical support in a call
center environment?
6. What motivated you to pursue a career in Technical Support?
7. What attracted you to our IT department for employment?
8. Narrate a situation where you exceeded expectations to assist a customer
and discuss the impact of your actions on the situation.
9. In your opinion, which is more crucial: technical knowledge or customer support
skills? Explain your reasoning.
10. Are you proficient in using imaging software?
11. Define BOIS and its significance in computer networking.
12. List the seven layers of the OSI model.
13. Explain the purpose of the lights on a modem/LAN card and their corresponding
meanings.
14. Describe your understanding of the OSI model.
15. Elaborate on the functions of RJ45 and RJ11 connectors.
16. Distinguish between an “A” and an “MX” record in DNS.
17. What is the role of a RAS server?
18. What qualifications do you possess that make you suitable for this job?
19. Discuss the purpose of device drivers.
20. Define the Blue Screen of Death and propose potential solutions for fixing it.
21. Are you acquainted with ERP software?
22. If your computer's audio were to malfunction, what troubleshooting steps would
you take?
23. Which utility is necessary to perform a software clean boot?
24. How would you access the recovery console in Windows?
25. What hourly rate would you request if offered the position?
Full Job Description

Department: Software Development Department.
Reports to: Technical Support Supervisor.
Location: Remote.
Schedule: 35 hours weekly.
Salary: $55.93 - $65.33 per hour.

Job Type: Full-time.
Schedule: Monday to Friday.
OUR MISSION
Our mission is to be the best partner for those who save and improve
patients’ lives.
OUR VISION
Our Vision is to be the best company in health and safety sales, service and
distribution.
Responsibilities:
 Field support calls, chat, email, and/or other communication from users with
inquiries regarding hosted software, connectivity, printing, and similar concerns.
 Work with customers to reproduce, investigate, and resolve challenges with

computer software and hardware.
 Guide customers through diagnostic and troubleshooting processes, which may

include use of diagnostic tools and software and/or following verbal instructions.
 Identify and troubleshoot application alerts presented from the company

monitoring software.
 Handle escalated cases and internal escalations from tier 1 support reps.
 Collaborate with internal staff and 3rd party vendors to research and drive to
resolution to customer challenges.
 Identify reoccurring case generation issues and work with internal and external teams
to identify and implement permanent fixes.
 Help to create and maintain a culture of continuous improvement within the

support and broader organization.
Requirements:
 3-5 years of experience in IT customer support, with a strong focus on applications.
 Prefer experience with applications such as Primavera, Autodesk, ESRI or equivalent

tools.
 Experience with Windows Operating systems, including Server 2016 & 2019.
 Knowledge of construction project management processes and procedures a plus.
 Experience with installation and configuration of hardware and software.
 Intermediate to Advanced troubleshooting knowledge of application infrastructure.
 Ability to handle escalated issues, troubleshoot error messages, and implement fixes,
identifying relevant escalation paths if unable to resolve.
 Ability to explain technical issues to technical and non-technical employees and

customers.
 Excellent communication and interpersonal skills.
 Ability to work independently and as part of a team.
 Attention to detail and a commitment to quality.
 Strong analytical and problem-solving skills.

Benefits:
401(k)
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

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Interview Questions for Technical Support Specialist (Remote) Position

Full Job Description

Schedule: 35 hours weekly.

Salary: $55.93 - $65.33 per hour.

 Work with customers to reproduce, investigate, and resolve challenges with

 Guide customers through diagnostic and troubleshooting processes, which may

 Identify and troubleshoot application alerts presented from the company

 Help to create and maintain a culture of continuous improvement within the

 3-5 years of experience in IT customer support, with a strong focus on applications.

 Prefer experience with applications such as Primavera, Autodesk, ESRI or equivalent

 Knowledge of construction project management processes and procedures a plus.

 Experience with installation and configuration of hardware and software.

 Intermediate to Advanced troubleshooting knowledge of application infrastructure.

 Ability to explain technical issues to technical and non-technical employees and

 Excellent communication and interpersonal skills.

 Ability to work independently and as part of a team.

 Attention to detail and a commitment to quality.

 Strong analytical and problem-solving skills.

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