I also know how to install SSD without any professional help.

So we just need to open up the

motherboard of the laptop. If I want to install M.2 ssd then we need to look up for two layer
shield M.2. And just fit SSD inside of it. But this is where everyone makes mistake they think
that they have install the ssd successfully but they have not. They also need to make few tweak
in the Software as well. They need to open up the computer management and then disk
management and then we need to give the name of our ssd. Click format.

I have used Vmware and firewall as well. I wanted to use apple ecosystem in windows so I
installed macos and to protect it I used firewall is ips and ids. Intrustion protection system and
intrustion detection system.

Why did you leave your current job

I left my previous job for a number of reasons. One of the main factors was that I felt that I had
outgrown the role and wasn't being challenged enough on a daily basis. And I didn't feel like I
was able to fully utilize my strengths and skills. But when I saw opening at your organisation I
thought that this where I can sharpen my skills, this is where I can use what I have learned in all
these years.

How would you handle incoming calls, emails, and chats from customers in need of technical
support?
Sample answer: "When receiving a customer inquiry, I would listen attentively to understand
the issue they are facing. I would ask clarifying questions to gather more information and then
provide step-by-step instructions or guidance to troubleshoot the problem. If the issue requires
more in-depth analysis, I would escalate it to higher-level support or collaborate with team
members to ensure a prompt resolution. Throughout the process, I would maintain a friendly
and professional tone to provide excellent customer service.
What steps would you take to understand, analyze, and troubleshoot a customer's technical
issue related to TCP/IP networking?
Sample answer: "First, I would actively listen to the customer's description of the problem and
ask specific questions to identify the symptoms and potential causes. I would then analyze the
network configuration, checking IP addresses, subnet masks, and gateway settings. Using
appropriate network troubleshooting tools, such as ping or traceroute, I would assess
connectivity and identify any points of failure. If necessary, I would collaborate with the
network team or refer to network documentation to identify and resolve the issue.
How do you ensure proper documentation of customer issues? Can you provide an example
of how you've documented a customer issue in the past?
Sample answer: "To ensure proper documentation, I maintain a standardized format for
recording customer issues, including detailed descriptions of the problem, steps taken for
troubleshooting, and the resolution provided. I also include any relevant timestamps, ticket
numbers, or references for easy tracking. In a previous role, I encountered a complex issue
involving a software conflict. I documented the customer's initial report, the troubleshooting
steps taken, and the final resolution, highlighting the specific software settings that needed
adjustment. This documentation proved valuable in assisting future customers with similar
issues and allowed for efficient knowledge sharing within the team.
Describe a situation where you collaborated with team members to resolve a complex
technical issue.
What was your role, and how did you contribute to the resolution? Sample answer: "In a
previous project, we encountered a critical network outage that affected multiple users. As part
of the support team, my role was to investigate the issue from a software perspective. I
collaborated closely with the network team, sharing information about recent software updates
and system changes that might have caused the problem. By analyzing log files and performing
diagnostic tests, I discovered a misconfiguration in one of the network devices. I communicated
my findings to the network team, and we worked together to rectify the issue, ensuring
minimal downtime and restoring network connectivity for all affected users."
When do you decide to escalate an unresolved technical issue to higher-level support or
management? Can you give an example of when you had to escalate an issue?
Sample answer: "I believe in exhausting all available resources before escalating an issue.
However, if I encounter a technical problem that exceeds my expertise or requires specialized
knowledge, I would escalate it to higher-level support or management. In a previous role, I
encountered a persistent issue where a customer's system repeatedly crashed despite various
troubleshooting attempts. After thorough analysis, I determined that the problem likely
stemmed from an underlying hardware malfunction. Recognizing the need for hardware
expertise, I escalated the issue to the hardware support team, providing them with detailed
documentation of the troubleshooting steps already taken. By involving the appropriate
experts, we successfully resolved the issue and ensured the customer's satisfaction.
How comfortable are you with basic networking principles and TCP/IP networks? Can you
provide an example of a networking issue you successfully resolved?
Sample answer: "I am very comfortable with basic networking principles and TCP/IP networks.
In a previous role, a customer reported slow internet speeds despite having a high-speed
connection. After performing an initial analysis of the network configuration, I suspected that
the issue might be related to DNS resolution. I verified this hypothesis by using command-line
tools like nslookup and ping to check the response times of DNS servers. I discovered that the
customer's DNS settings were misconfigured. By guiding the customer through the process of
correctly configuring their DNS settings, I was able to resolve the issue and significantly improve
their internet speeds.
Describe a time when you had to troubleshoot both hardware and software issues
simultaneously. How did you approach the situation, and what steps did you take to resolve
the problem?
Sample answer: "In a previous role, a user reported a problem with their computer system
where the printer would not function properly. After gathering more information, I realized that
the issue was likely caused by both hardware and software factors. I first checked the hardware
connections, ensuring that the printer was properly connected and powered on. Next, I
examined the software side, verifying that the printer drivers were up to date and compatible
with the operating system. Upon further investigation, I discovered conflicting software that
was interfering with the printer
How do you manage your workload and follow priorities set by team leaders in a fast-paced
environment? Can you provide an example of a time when you effectively managed multiple
tasks

or competing priorities?
Sample answer: "In a fast-paced environment, I prioritize tasks by assessing their urgency,
impact, and deadlines. I effectively manage my workload by creating a to-do list or utilizing
project management tools to track and prioritize tasks. I communicate regularly with team
leaders to align priorities and seek guidance when needed. For instance, in a previous role, I
encountered a situation where I had to handle multiple technical support tickets
simultaneously. I evaluated the severity and impact of each issue, addressed critical problems
first, and communicated realistic timelines to customers. By efficiently managing my time and
collaborating with team members, I was able to resolve all tickets within the expected
timeframes and ensure customer satisfaction
Describe a time when you had to go above and beyond for someone else
In my previous IT support role, a colleague encountered a major network connectivity issue just
before an important client meeting. I worked tirelessly, outside of regular working hours, to
troubleshoot and resolve the problem. Through careful analysis, I discovered that it was a
complex combination of hardware failure and misconfiguration.
With a sense of urgency, I quickly coordinated with the network infrastructure team and
procured the necessary replacement equipment. Simultaneously, I collaborated with the
system administrators to reconfigure the network settings and ensure compatibility with the
new hardware.
I ensured their network connection was restored in time for the meeting, going above and
beyond to provide exceptional support and minimize any disruptions to their work.
Describe a time when your and a coworker's opinion did not match in IT support
"In my previous IT support role, I encountered a situation where a coworker and I had differing
opinions on resolving a software compatibility issue. While my coworker suggested updating
the operating system, I believed it was a compatibility issue with a specific application version.
To address the disagreement, we presented our arguments and conducted A/B testing. After
reviewing the results, it became evident that the application version was indeed the culprit. We
collaborated to roll back to a compatible version, resolving the issue successfully. This
experience emphasized the importance of open-mindedness, testing, and teamwork in finding
the best solutions."
Protocols and definitions
Host
IP address(0-255)

Network
Repeater
Hubs

Bridge
Switch
Router
Tcp/Ip(Transmission Control Protocol/ Internet Protocol)- The TCP/IP model defines how
devices should transmit data between them and enables communication over networks and
large distances
FTP(File Transfer Protocol)- Allows client and server to send and receive file from each other.
Client would send RETR(retrieve) command and ask for particular file. Server would respond
with that file as a response.
SMTP(Simple Mail Transfer Protocol)- It is used by email server. Client would he port 25
HTTP(Hyper Text Transfer Protocol)- Web server has many web sites which are written in
HTML. These html page are exchanged using HTTP. Web browser(client) will request the page
using GET command and server will respond with OK with particular page. Port 80
HTTPS(secure)- It is http conversation secured with SSL or TLS layer. Port 443
DNS(Domain Name System)- Translates domain names (like www.example.com) into IP
addresses that computers can understand. It enables users to access websites using memorable
domain names instead of numeric IP addresses. Port 53.

DHCP(Dynamic Host Control Protocol) – It dynamically assigns IP address and also other
network configuration parameters to each device on a network so they can communicate with
each other. Port 67,68
VPN
VPN port 500,4500 of UDP

TCP/IP layer
Network layer- This layer deals with the physical transmission of data over the network.It could
be cable or network interface card
Internet layer- It controls the the movement of packets of data.
IP (Internet Protocol): Defines the addressing scheme used to identify devices on a network and
allows packets to be routed between networks.
ICMP (Internet Control Message Protocol): Used for error reporting and diagnostics
Transport layer- Responsible for reliable connections between two devices. It is also
responsible for division of data into packets. It acknowledges the received packets and also
sends the acknowledges back to devices.
TCP (Transmission Control Protocol): Provides reliable, connection-oriented communication. It
ensures data integrity and guarantees that packets are delivered in the correct order.
UDP (User Datagram Protocol): Provides fast, connectionless communication. It is used for
applications that prioritize speed over reliability, such as video streaming or online gaming.

Application layer- This layer interacts directly with applications and provides services to end
user. Examples of protocols at this layer include:
 HTTP (Hypertext Transfer Protocol): Used for web browsing and accessing websites.
 SMTP (Simple Mail Transfer Protocol): Handles the sending and receiving of email
messages.
 FTP (File Transfer Protocol): Enables file transfer between systems.
 DNS (Domain Name System): Translates domain names into IP addresses.
TCP vs UDP

Firewall - A firewall serves as a gatekeeper for network traffic, allowing authorized and safe
data packets to pass through while blocking or filtering out potentially harmful or unauthorized
packets. It acts as a filter between the internal network (such as an organization's LAN) and the
external network(internet)
MAC address
Infiniti Electro-Optics provides long-range thermal imaging (LRTI), advanced electro-optics (EO)
and infrared (IR) video surveillance technologies in highly versatile configurations for 24/7 day /
night detection, recognition, and identification
Raspberry Pi to learn programming skills, build hardware projects, do home automation.
Serial Communication Basics: Serial communication involves two main components - a
transmitter and a receiver. The transmitter converts data into a serial stream of bits and sends
it to the receiver, which converts the received bits back into the original data format.
Linux
mkdir: This command is used to create a new directory
ls: This command is used to list files and directories in the current directory.
cd: This command is used to change the current directory.
cp: This command is used to copy files and directories.
rm: This command is used to remove files and directories
How many people does company already have in IT support department
I was curious about the client base of the company. What type of client does company serve?
Are there any specific software tools or systems in place for documenting customer issues and
tracking their resolution?
How does the team collaborate on resolving complex technical issues? Are there regular
meetings or platforms for sharing knowledge and best practices?
Can you provide an example of a recent project or challenging technical issue that the team has
worked on and how it was resolved? This can give me insights into the types of challenges you
might encounter in the role
Creating container to OU.
Adding a user password, changing details, reset password, unlocking device, disable account
Creating a group, moving users to group
Restoring files from onedrive
I had to respond to employee’s inquiry using chat email and phone. It could be related to
hardware (Printer, Moniter, Laptop, Router, SSD) , software(Windows 8/10, MacOS) or network
connectivity( LAN and WAN issue).
I used to solve around 140 ticket per month using service now. How to create tickets, How to
change priority of tickets, How to see if someone else is working on it, How to release
worknotes for customer only.
We were using office 365 using word, excel, outlook, One drive, teams.
So I also know office 365 administration as well including creating a user, giving them licences
for certain apps, whether we want to give them certain admin rights or not, creating automatic
reply for users, performing Message trace if user can not find certain emails (need to enter
sender and recipients id), Creating shared mailbox and adding users into it.
H/w,s/w,Network
ServiceNow
Office 365

-----------------------------------------------------------------------------
In smart FOX, I had to install various peripheral equipment for various work stations.
I had to support user’s off boarding and onboarding Using active directory which resulted in
secure user flowline. It would include creating domain and OU(Click on domain new OU) ,
how to add people in domain( Right click on users OU New User) , how to move them in
different group(Double click on the groupMembersAdd) , how to give them certain
access, how to change their password’s length when they login, How to reset password(2nd last
option to find user, now right on that user Reset password), How to deploy software using
AD, how to change their title(Right click on created userPropertiesGeneral), How to
disable their account(2nd last option to find user, now right on that user Disable Account),
How unlock their account if they locked out of the computer( UserProperties Account
Unlock account)
I had to install and configure Conference systems such as projectors, phones, Audio/video
systems. Which resulted in smooth meetings.
Sometime I had to troubleshoot problems through CLI which reduced system downtime. I was
responsible for disk imaging of various devices.
Deploying software using AD
First create network path using sharing a folder where we have windows install package file.
Now go GPO. And Open click domain and open OU where you want to policy. Right click on that
OU and click on create GPO in this domain and link here. Now again right link created GPO and
click on edit GPO. Now click on computer configuration policiessoftware settings -
software installationright click( properties default properties package location. Paste
network path.

Goal
First goal is to obtain in job in IT help desk and my ultimate goal is to become senior IT analyst
or working in Tier 3 IT support. But i have realized its not something i can do right now. Since IT
is so deep and vast. I need to learn about system itself right now. And at school , they can give
you high knowledge of how things work. But in business, everything is so different from
corporation to corporation. You need to make adjustment to who are you talking to, how to
conduct your self in business environment, goals of companies also change, and between the
process i also need to make sure my goals do align with company it self. So i went though the
job description I realized that, my goals do align with this position. Because as an IT helpdesk I
believe to troubleshoot issues effectively and provide excellent customer service to end users,
It also mentions to assist the IT manager on particular task or project, which is excellent
opportunity for me. Because that way i will get to learn so many things from her and i will also
get to offer a solutions whenever she is facing any problem. So that way we can coordinate and
help each other out and can finish the project more efficiently. Descriptions also mentions to
attend It committee meetings which will help me to stay updated with latest advancements of
the technology. So this way I see a lot of opportunity in this role and similarity between my
goals as well.
Expectation
My primary expectation is that I will have to provide exceptional technical support to end-users
while ensuring their satisfaction and productivity. I hope to work for a company that invests in
its employees' growth, offers training programs, and encourages them to stay updated with
latest technologies. I expect a positive work culture that promotes open communication,
healthy work-life balance.
How would you troubleshoot a Windows computer that won't boot?
First, check if there's power and connectivity to the computer.
Verify that the monitor is working correctly.
Try booting into safe mode to determine if it's a software issue.
Unplug All Your USB Devices
A serious issue with Windows 10 updates is that sometimes your computer won't boot because
of a conflict with a USB device. You can solve this problem by unplugging all USB devices (and
any other unneeded peripherals) and restarting the computer.

If your computer stays on the same loading screen, removing all USB devices can solve the
problem. Other times, you may need to restart the computer
Factory Reset
A user reports that their computer is running slowly. What steps would you take to diagnose
and resolve the issue?
Check the Task Manager for any resource-hungry processes If you find a program or programs –
or a process or processes – which is/are using up too much of your computer’s resources, you
can choose to close the program
Verify that the computer has sufficient available storage space. If not then necessary, upgrade
hardware components like RAM or the hard drive or Perform a disk cleanup and
defragmentation.
Scan for malware because it can affect the performance of computer.
What would you do if a user receives the "Blue Screen of Death" (BSOD)?
Advise the user to write down any error codes or error messages displayed.
Check if any recent hardware or software changes have been made.
Instruct the user to restart the computer.
If the issue persists, reinstall Windows if necessary.
A user is unable to connect to a wireless network. What steps would you take to troubleshoot
the problem?
Ensure the correct Wi-Fi network is selected and the correct password is entered.
Restart the wireless router and the computer.
Temporarily disable any antivirus or firewall software to eliminate potential conflicts.
What are some common reasons for application crashes in Windows? How would you go
about resolving them?
Restart Your PC
Update Windows
Update Your Drivers
Update the application and install any available patches or updates.
How do you troubleshoot printer connectivity problems on a Windows computer?
ensure the printer is powered on and connected to the computer or network.
Verify that the printer driver is installed correctly and up to date.
Check the printer's network settings and ensure it has a valid IP address.
Temporarily disable any antivirus or firewall software to check for potential conflicts.
Windows troubleshoot
What steps would you take to troubleshoot Windows updates failing to install?
Verify that the computer is connected to the internet and has sufficient available storage space.
Check for any conflicting software or incompatible drivers that might be blocking the update.
Temporarily disable antivirus and firewall software during the update process.
Manually download and install the updates
How would you troubleshoot sound-related issues on a Windows computer?
Check that the speakers or headphones are correctly plugged in and powered on.
Adjust the volume settings on the computer and ensure they are not muted.
Update the sound driver to the latest version.
Run the built-in Windows audio troubleshoot.

Router configuration- When router comes from the company then it will have default
Username and password that company provides. Now when we plug it on and connect it to the
mobile then first we will have to log in to gateway of the router (URL will be IP with .1 default
gateway, 10.0.0.1) and id pass would be ADMIN ADMIN) After log in we can set up bandwidth,
username and password of network, Maximum number device that can connect, security type
etc.
A user reports that they cannot connect to the internet through their router. What steps
would you take to troubleshoot the issue?
Verify that the router is powered on
Restart the router and modem to refresh the network connections.
Check the router's status lights to ensure it is syncing properly with the modem.
How would you troubleshoot slow internet speeds through a router?
Restart the router and modem to refresh the network connections.
Ensure that the router's firmware is up to date.
Check for any bandwidth-consuming activities on the network, such as large downloads or
streaming.
Verify that the router's Wi-Fi channel is not overcrowded and causing interference.
How would you handle a situation where multiple devices are unable to connect to the Wi-Fi
network?
Check if any recent changes were made to the router's configuration that may have caused the
issue.
Restart the router to refresh the Wi-Fi connections.
Ensure that the router's maximum device limit is not exceeded.
A user complains about frequent router disconnects or intermittent internet connectivity.
How would you troubleshoot this problem?
Verify that the router's firmware is up to date.
Restart the router and modem to refresh the network connections.
Ensure that the router is adequately cooled and not overheating.
If the issue persists, contact the router manufacturer for further assistance or consider
replacing the router.
A user reports that they cannot connect to a specific website or online service through the
router. How would you troubleshoot this issue?
Restart the router to refresh the network connections.
Clear the browser cache and cookies, then try accessing the website again.
Temporarily disable any firewall or security software on the user's device to rule out potential
blocking.

Firewall, Firewall business policy

We had to follow company’s firewall policy to protect and block certain services. We were using
windows firewall and just only for once I was working as an assistant IT support with my senior
to update firewall policy. For we took some things in consideration such as
1) Identifying company’s security needs- Policy should speak Unique security needs.
2) Defining firewall architecture – It would be regarding determining the correct type of firewall
depending on business needs. Packet, stateful, next-generation firewall.
3) Creating firewall rule- It would define Which packets should be allowed or blocked based on
SA, DA, ports and protocols.
4) Monitoring firewalls- It would include regularly reviewing logs and alerts, Testing firewall
vulnerabilities.
If I want to make certain application safe there are two ways. First is to go to firewall---> Click
on allow apps or feature to through windows firewall, After selecting application we have to
select the network type depending upon our application. So that’s the one to add particular
application to firewall
Other way is to We can create customer rule and we can enter respective port of TCP and UDP.
If we choose TCP port for web server and we want everyone to access this web server then we
would enter the 80,443 and since we want everyone to access this, we would apply this private
network.
Types of firewall
Packet filtering- It has set of rules based on source addressing, destination addressing and port
number, protocols. It compares each received packets to these rules. If these rules get matched
with packets then those packets will be dropped or will not be accepted. It does not scan data
only scans parameter so not that secure.
Stateful firewall- It is advanced version of packet filtering firewall. It means It keeps track of
previous packets which have gone in and new packets which are coming in. So this will give
additional layer of security.
Next generation firewall- A traditional firewall provides stateful inspection of network traffic. It
allows or blocks traffic based on state, port, and protocol, and filters traffic based on
administrator-defined rules. A next-generation firewall (NGFW) does this, and so much more. In
addition to access control, NGFWs can block modern threats such as advanced malware and
application-layer attacks.

Explain the difference between a hardware firewall and a software firewall

A hardware firewall is a dedicated physical device that is designed specifically for network
security. It is placed at the network boundary and filters traffic passing through it. A software
firewall, on the other hand, is installed on individual devices or servers.
Hardware firewalls offer higher performance, centralized management, and protection for all
the devices in network, while software firewalls provide security for specific devices or
applications.

"As I'm excited about the possibility of joining the team, I want to make sure I'm well-prepared
for the role. Are there any specific tools or software that are essential for this position at
[Company Name]? I'd like to take the time to learn and practice them proactively, so I can
contribute effectively right from the start, if I am offered the position."

"Based on my comprehensive market research, the salary range that aligns with my skills,
experience, and the responsibilities of the role is around [XYZ amount of salary]. I am confident
in the value I can bring to the team and the positive impact I can make on [Company Name]'s
objectives.

Thank you for this opportunity you have given to me. I am really excited for this role and work
for this company as it fits my skills. If you have any questions to ask me you can always go
ahead and ask me anything

At the end:
Thank you for taking the time to meet with me. I really appreciate this opportunity to have
quick chat with you.
I am really excited for this role. Before joining, I would like to prepare myself for this role. Do
you have any recommendations which you can give so that I will be fully prepared before
joining
What would you advice to get succeed professionally? Because in business, everything is
changed from corporation to corporation. We need to make changes in who we are talking to,
we need to learn how to conduct ourselves in business environment even goals of companies
gets changed from business to business, and in between the process I also need to make sure
my goals align with company. So what advice would to give me to get succeed in professionally
from your all these years of experience? What are some important things that I need to be
aware of.
Can you share any success stories of the Helpdesk team in improving IT support services?
I believe in 1percent progress a day which sums up to 365 percent progress a year.

Why not work for private company?

I really value sense of public service and I really believe my skills, knowledge will help me to
work on meaningful projects and initiatives that will directly benefit the community. Moreover,
the long-term stability and job security associated with working in a government agency
provide a sense of reassurance. And also when I went through the company’s job description
and it mentions working with IT manager on current projects, which is excellent opportunity for
me. That way I can learn so many new things from him and whenever he is facing any problem
while troubleshooting, I can offer him solutions based on my experience and skills. Description
also mentions to attend IT committee meetings, which I believe will help to stay updated with
latest trends made in IT. So I see lot of opportunity in this role.
Tell me about yourself
As you already know my name, i would start my professional experience. So i have served for 2
companies till now as an IT support and i have around 3 years of experience of troubleshooting,
configuration and excellent customer service. Currently I am serving for Township of Woolwich
and other one was IT pros, it was based in Miami, FL. Talking about my education then i have
done my post graduation in IT from conestoga and i have done bachelor s in IT from silveroak
university. Apart from that, i really believe i can easily build rapport with people and i try to
solve the issue which takes less resources and less time of the company.

Why do you want to leave your current job

I want to leave my current / previous job for a number of reasons. One of the main factors was
that I felt that I had outgrown the role and wasn't being challenged enough on a daily basis.
And I didn't feel like I was able to fully utilize my strengths and skills. But when I saw opening at
your organisation I thought that this where I can sharpen my skills, this is where I can use what I
have learned in all these years. But specifically, I feel like since there is no system administrator
in this township, I am also filling that gap in this role.
What I do in current job / responsibilities of current job
 I manage user accounts, permissions, and licenses through Active Directory and Office
365, while also supporting onboarding and offboarding processes by setting up devices.
 I also manage backup & restore. We used to use Backup exe for that but currently we
are using cohesity software.
 I regularly perform disk imaging with Acronis True Image to streamline deployments.
 Troubleshooting server-side issues and assisting departments like fire and public works
with technical challenges are part of my daily responsibilities.
 I provide technical support during council meetings.
 Additionally, I oversee mobile device management with Blackberry UEM
How to handle angry customer
In my previous company, a user was extremely upset with his printer. When I contacted him to
resolve the the ticket, he started yelling and complained that this issue has been occurred third
time. Without interrupting the user, I kept listening and when I got the chance to speak I
ensured him I understand his frustration and the effect this problem is having on his
productivity. When user calmed down, I started looking into the problem and I found out it was
IP conflict issue and that was disrupting IP configuration periodically. We need to understand
the fact that users never get angry with us personally rather they are angry at the product or
service they are using, once its solved - they will be happy.
How would you handle incoming calls, emails, and chats from customers in need of technical
support?
Sample answer: "When I get the tickets or calls, I would listen attentively to understand the
issue user are facing. I would ask clarifying questions to gather more information and then
provide step-by-step instructions or guidance to troubleshoot the problem. If the issue requires
more troubleshooting which exceeds my knowledge and skills then, I would escalate it to
system administrator or IT manager.

How do you ensure proper documentation of customer issues? Can you provide an example
of how you've documented a customer issue in the past?
Sample answer: "To ensure proper documentation, I maintain a standardized format for
recording customer issues, including detailed descriptions of the problem, steps taken for
troubleshooting, and the resolution provided. I also include any relevant timestamps, ticket
numbers, or references for easy tracking. I firmly believe that this documentation can provide
valuable guidance in assisting future customers with similar issues
Describe a situation where you collaborated with team members to resolve a complex
technical issue.
What was your role, and how did you contribute to the resolution? Sample answer: "In a
previous project, we encountered a critical network outage that affected multiple users. As part
of the support team, my role was to investigate the issue from a software perspective. I
collaborated closely with the network team, sharing information about recent software updates
and system changes that might have caused the problem. By analyzing log files and performing
diagnostic tests, I discovered a misconfiguration in one of the network devices. I communicated
my findings to the network team, and we worked together to rectify the issue, ensuring
minimal downtime and restoring network connectivity for all affected users."
When do you decide to escalate an unresolved technical issue to higher-level support or
management? Can you give an example of when you had to escalate an issue?
Sample answer: "I believe in exhausting all available resources before escalating an issue.
However, if I encounter a technical problem that exceeds my expertise or requires specialized
knowledge, I would escalate it to higher-level support or management. In a previous role, I
encountered a persistent issue where a customer's system repeatedly crashed despite various
troubleshooting attempts. After thorough analysis, I determined that the problem likely
stemmed from an underlying hardware malfunction. Recognizing the need for hardware
expertise, I escalated the issue to the hardware support team, providing them with detailed
documentation of the troubleshooting steps already taken. By involving the appropriate
experts, we successfully resolved the issue and ensured the customer's satisfaction.

Describe a time when you had to troubleshoot both hardware and software issues
simultaneously. How did you approach the situation, and what steps did you take to resolve
the problem?
Sample answer: "In a previous role, a user reported a problem with their computer system
where the printer would not function properly. After gathering more information, I realized that
the issue was likely caused by both hardware and software factors. I first checked the hardware
connections, ensuring that the printer was properly connected and powered on. Next, I
examined the software side, verifying that the printer drivers were up to date and compatible
with the operating system. Upon further investigation, I discovered conflicting software that
was interfering with the printer
How do you manage your workload and follow priorities set by team leaders in a fast-paced
environment? Can you provide an example of a time when you effectively managed multiple
tasks

or competing priorities?
Sample answer: "In a fast-paced environment, I prioritize tasks by identifying their urgency,
impact, and deadlines. I try to manage my workload by creating a to-do list. I communicate
regularly with team leaders to align priorities and seek guidance when needed. For instance,
after few weeks of joining current township, one of the users’s account got hacked & we
decided that all the township user must have MFA enabled on their accounts, so it can provide
extra layer of security on the account. Since this was township wide project, I had to talk to
each user & enable MFA on their account by guiding them. I set the deadline of 2 months, I
finished this project within that timeframe along with on going tickets that I would get.
Describe a time when you had to go above and beyond for someone else
Once my manager encountered a major network connectivity issue just before an important
client meeting. I worked outside of regular working hours, to troubleshoot and resolve the
problem. Through careful analysis, I discovered that it was a complex combination of hardware
failure and misconfiguration.
I collaborated with the system administrator to reconfigure the network settings and ensure
compatibility with the new hardware.
I ensured their network connection was restored in time for the meeting, going above and
beyond to provide exceptional support and minimize any disruptions to their work.
Describe a time when your and a coworker's opinion did not match in IT support
"In my previous IT support role, I encountered a situation where a coworker and I had differing
opinions on resolving a software compatibility issue. While my coworker suggested updating
the operating system, I believed it was a compatibility issue with a specific application version.
To address the disagreement, we presented our arguments and conducted A/B testing. After
reviewing the results, it became evident that the application version was indeed the culprit. We
collaborated to roll back to a compatible version, resolving the issue successfully. This
experience emphasized the importance of open-mindedness, testing, and teamwork in finding
the best solutions."
Goal
First goal is to obtain in job in IT help desk and my ultimate goal is to become senior IT analyst
or working in Tier 3 IT support. But i have realized its not something i can do right now. Since IT
is so deep and vast. I need to learn about system itself right now. And at school , they can give
you high knowledge of how things work. But in business, everything is so different from
corporation to corporation. You need to make adjustment to who are you talking to, how to
conduct your self in business environment, goals of companies also change, and between the
process i also need to make sure my goals do align with company it self. So i went though the
job description I realized that, my goals do align with this position. Because as an IT helpdesk I
believe to troubleshoot issues effectively and provide excellent customer service to end users,
It also mentions to assist the IT manager on particular task or project, which is excellent
opportunity for me. Because that way i will get to learn so many things from her and i will also
get to offer a solutions whenever she is facing any problem. So that way we can coordinate and
help each other out and can finish the project more efficiently
Strength
My greatest strength is my adaptability and problem-solving skills. In IT support, no two issues
are the same, and I excel at quickly solving those problems and finding efficient solutions
Weakness:
"My weakness is that I sometimes take on too many tasks at once, trying to ensure everything
is resolved quickly. While this comes from a desire to be helpful, I’ve learned to prioritize tasks
more effectively and delegate when necessary to maintain productivity and meet deadlines
without compromising quality

How do you explain technical things to a non-technical person who does not have knowledge
about technology?

"When explaining technical concepts to non-technical individuals, I focus on simplifying the

information and using analogies or relatable terms. For example, if a user asks about MFA, I
might say, ‘Think of it like adding a second lock to your door – even if someone has your key,
they still need a code to get in.

Expectation
My primary expectation is that I will have to provide exceptional technical support to end-users.
I hope to work for a company that invests in its employees' growth, offers training programs,
and encourages them to stay updated with latest technologies. I expect a positive work culture
that promotes open communication, healthy work-life balance