How to Answer: On average, how long does it take for you to resolve an end-user service ticket?
Advice and answer examples written specifically for a Palo Alto Networks job interview.
5. On average, how long does it take for you to resolve an end-user service ticket?
How to Answer
A common metric organizations like Palo Alto Networks use to measure the effectiveness of their technical support team is the average amount of time required to resolve a service ticket. Companies have developed complex algorithms that measure this considering the nature of the ticket, the difficulty of the situation, and the resources available to the technical support engineer. Having worked in this role, you should have a pretty good idea of your metrics and be able to provide the interviewer with an answer that demonstrates your ability to quickly resolve service tickets in a reasonable amount of time.
Answer Example
"While situations vary, the average time it takes me to resolve a service ticket involving a hardware issue is 35 minutes. Software tickets usually take longer due to the complexity of application issues and the variety of root causes related to the problems. I've resolved hardware tickets in less than 5 minutes and have worked on some complex software issues for several days. Fortunately, the organizations I have worked for, similar to Palo Alto Networks, document all of their service tickets. This provides the technical support engineers with references, documentation, and procedures they can use to resolve the same issues when they recur."