IT Support Mock Interview

Master 25 IT Support interview questions covering troubleshooting, customer service, and technical scenarios.

Question 1 of 25

What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?

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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.

The first role of an IT support specialist is customer service. You shouldn't confuse solving technical issues with helping users get back to doing their jobs using technology. When interviewing for this role, keep in mind that you are first a customer service representative and second a technologist. This will also help you when you are doing the job, keeping you focused on a positive customer experience rather than being distracted by an interesting technical problem.

William Swansen

"In my opinion, customer service is providing an excellent customer experience for the people with which I interact. When they contact me, they are unable to do their work because of a technical issue. My job is to get them back to work by solving the issue. While doing this, I need to treat them with respect, keep them calm, and assure them that the problem will be solved efficiently."

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The definition of customer service is providing a person, may it be a client or colleague with value. So, I ensure the value I can bring to the table is accurate, clear, and concise that anyone could follow. This means my research or diagnosis is accurate before I answer, I respond in a polite manner and resolve the issue efficiently. Most importantly I want to keep my feedback as high as possible.

Chad's Feedback

You provide a clear and accurate definition of customer service, and the steps you have outlined should ensure a positive experience for the customer. Good job!

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25IT Support Interview Questions & Answers

1.What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?

2.What motivated you to pursue a career in IT technical support?

3.Why did you apply to our company as opposed to other organizations?

IT Support Mock Interview

What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?

25IT Support Interview Questions & Answers

1.What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?

2.What motivated you to pursue a career in IT technical support?

3.Why did you apply to our company as opposed to other organizations?

4.What process do you use when troubleshooting IT issues?

5.In your opinion, what is more important for this job; technical knowledge or customer service skills?

6.Can you define the term 'BIOS' and describe how it is used in a computer's operations?

7.What experience do you have that has prepared you for a job in IT technical support?

8.What are the common hardware components of a desktop or laptop computer?

9.Can you define RAM and ROM and discuss how they differ from each other?

10.What components would you check if the audio is not working on a computer?

11.What is something unique that you can contribute to this job that someone else may not be able to?

12.What information do you request from a customer when they complain that their computer is running slow?

13.What are device drivers, and why are they important?

14.Can you name the latest computer processors you encounter in your client's equipment?

15.How long does it typically take you to resolve a common IT support ticket?

16.Can you describe your typical workday as an IT support specialist?

17.Which operating systems are you comfortable working with?

18.What lights are common to most modems, and what do each one of them indicate?

19.What problem-solving tools do you feel are mandatory for your work as an IT support specialist?

20.What have you learned from one of your mistakes while working as an IT support specialist?

21.When working with device managers, what does a '?' sign indicate?

22.What is meant by a 32-bit or 64-bit processor? Which is more common in today's CPUs?

23.What are 'A' and 'MX' records, and how are they different?

24.What does USB stand for, and what are some common USB components?

25.What are hard-disk partitions, and why would you partition a disk?