Palo Alto Networks Technical Support Engineer Mock Interview

Master 30 Technical Support Engineer interview questions covering firewall troubleshooting, network security, and customer escalation scenarios.

Question 21 of 30

The user contacts you and says that their Windows 10 has a blank screen, but they can see the cursor. This happens every time they log in. What would you recommend they do to fix this?

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William Swansen

William Swansen has worked in the employment assistance realm since 2007. He is an author, job search strategist, and career advisor who helps individuals worldwide and in various professions to find their ideal careers.

Being able to walk end-users through resolving a problem is a typical task performed by technical support engineers. An interviewer at Palo Alto Networks will ask questions like this to understand your communication skills and how you work with end-users who may not be familiar with technical issues to resolve problems. When responding to this type of question, describe each step you would take, making sure to use nontechnical terms and providing specific instructions any end-user can easily follow.

William Swansen

"The instructions I would provide to the end-user, once I confirmed the problem and that they have access to their computer, would be as follows:
Press Windows Key along with P to launch the project menu.
Make sure the display settings accurately reflect the configuration for your computer.
Press up and down arrows a few times and hit enter.
If it works, you will be able to see your screen. If not, repeat this step a few times.
If you have a password-protected account to log in, press CTRL or space enter the password and hit enter. It might take you a few trials before you succeed.

If this process doesn't work, then they may have to uninstall the graphic card driver. At this point, I would remotely log in to their computer so that I could execute the updating of the graphic card driver since most users do not have the background required to perform this process."

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