What are device drivers, and why are they important?

"Device drivers are pieces of software that enable the computer to interface with various components, both within and attached to the system. The manufacturer of each component typically develops device drivers. Occasionally, the manufacturer will update the device driver to correct an issue or provide better connectivity to the device. Without device drivers, the system cannot function properly nor connect to external devices such as printers and remote storage."

This technical question is general in nature. While it asks about a specific item, all it is requesting is a broad definition of device drivers and their importance. The interviewer could ask follow-up questions regarding where you get device drivers, when they need to be updated, and other specifics about them. When answering technical questions, you should always be prepared for follow-up questions that dig into the details of the topic you are discussing.

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

"Hard disk partitions allow you to divide the disk into smaller logical units. This enables you to better manage the amount of data you can store on a disk and accelerates retrieval of the data. By partitioning the disk, you are, in effect, creating several smaller disks which the system can recognize and access faster. This also facilitates the recovery of the data if part of the desk is damaged."

This is a technical question that any IT support professional should be able to answer. When interviewing as an IT support specialist, the questions will range from very simple to very complex. Regardless of the complexity of the question, you should provide an answer that is brief and to the point. The interviewer will ask you follow-up questions if they need more information, want to explore the topic in more depth, or seek to test your knowledge of the topic. If you are asked a question and you don't know the answer, then admit this and describe how you would find the answer or resolve the issue.

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

"USB stands for Universal Serial Bus. The current USB version is 3.0. Some common USB components include memory sticks, external disk drives, audio peripherals, and any other device you need to connect to the computer externally."

This question has two parts. It first asks for a definition, followed by examples of the concept. During an interview, you should pay strict attention to the questions you are asked. This will enable you to provide a correct answer and to answer the question completely. Many candidates will begin to formulate the answer in their mind even before the interviewer is finished asking the question. This can be dangerous in that you may miss parts of the question and possibly answer incorrectly. Another good practice is to pause 2 to 3 seconds after the interviewer has finished asking the question before you begin to answer it. This will ensure that you do not 'step on' the interviewer's questioning and that you have taken the time to understand the question thoroughly.

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

"I will be honest with you, this is not information I've come across in my previous positions. However, when presented with an issue that I'm not familiar with, I immediately researched the concept. This usually provides me with enough information to begin to resolve the issue. If this doesn't work, then I consult one of the more senior members of our team who usually knows the answer or can direct me where to find it."

As you may have already realized, this is a very complex technical question. Entry-level IT support professionals and the general public are likely not to understand the question or know the answer. In addition to reviewing the material you already know, it is advisable to review advanced material to be familiar with the concepts. If you don't know the answer to a question, you should admit this, followed by a statement describing how you would go about finding the information.

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

"32- and 64-bits describe the amount of data each of these types of processors can manage per CPU cycle. 64-bit processors can handle four billion times the amount of physical memory than a 32-bit processor is capable of handling. This makes the applications run faster and smoother. The most typical CPU in today's computers is 64-bit."

This is a very basic technical question. Interviewers may begin the interview by asking very basic questions just to set the stage and begin the conversation. As the interview progresses, the questions will become more complicated. Additionally, interviewers may start with a basic question and then ask follow-up questions that are more complex and detailed. In addition to reviewing the material before the interview, practicing questions like these will help you prepare and perform better during the interview.

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

"When the question mark appears in the device manager title, it indicates that the device manager is not functioning properly. When I come across this, the first thing I do is to reload the device driver. If this doesn't resolve the issue, then I upgraded the device driver. The next steps are to troubleshoot the specific device to ensure that it is connected, powered up, and communicating with the CPU. One of these steps typically resolves the issue."

This is an example of a technical question. Technical questions about ask you about concepts, processes, and topics relevant to the role for which you are interviewing. As the interview progresses, technical questions will become more complex and difficult. This indicates that the interviewer is confident about your qualifications and wants to test you further. The best way to prepare for technical questions is to review the terms, concepts, and processes used in your profession before the interview.

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

"I am very careful and try to avoid mistakes; however, they do occur. When I do make a mistake, the first thing I do is resolve it. I then look back on my actions and try to figure out what I could have done better. I always try to turn a mistake into an opportunity to learn and improve my performance. The greatest lesson I learned from my mistakes while functioning as an IT support specialist is to actively listen to the end-users when they describe their problems. Many of the mistakes I've made were because I assumed I knew the answer before hearing the full description of the problem."

Everyone makes mistakes. Denying this will indicate that you are either unaware or dishonest. When asked about mistakes, it is always best to acknowledge that you have made some and then describe the lessons you have learned from your mistakes. Good managers recognize that there are no failures, only learning opportunities.

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

"I assume you're talking about the virtual tools I use when diagnosing and resolving an end-user IT issue. These include my experience, knowledge, technical manuals, online resources, and my fellow technology support specialists. If I am still unable to resolve an issue after employing each of these resources, I escalate the issue to a more senior support specialist."

This operational question may be a bit confusing. When tools are mentioned, people normally think about physical tools such as screwdrivers, wire cutters, probes, and electronic equipment, including meters and oscilloscopes. However, this question addresses the virtual tools you use. When a question is ambiguous, it is okay to ask the interviewer a clarifying question or begin your answer with a statement about your understanding of the question.

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

"Modems can have several different lights, depending on the type of modem and its use. The basic lights include power, receive, send, online status, and linkage. When each of these lights is green, the modem is functioning properly. If any of the lights are yellow or red, there is an issue that needs to be addressed."

This is a very basic technical question that every IT support specialist should be able to answer. The complexity of the questions asked during an interview will depend on the level of IT support you are expected to provide in this role. This type of question would qualify as an entry-level inquiry. If you are interviewing for more complex roles, you may be presented with scenarios involving complex issues that are difficult to diagnose and resolve. The best way to prepare for an interview is to review your knowledge, the issues you are likely to encounter, the terms and processes involved with this job, and any other information you may be asked about during the interview. Practicing these types of questions also helps you be prepared and remain calm during the interview.

Which operating systems are you comfortable working with?

"I have experience with and am capable of supporting virtually every operating system currently in the market. However, the bulk of my experience has been with Unix and Microsoft OS. I believe these are the operating systems you currently use in your organization, correct?"

While there are a limited number of operating systems you need to be familiar with, this question is best answered after researching the organization's technology infrastructure. Discussing operating systems that the company doesn't use can be a waste of time. Your answer should focus on the operating systems they use, your familiarity with them, and your experience supporting them in your past positions. The information you need can come from the company's web site, conversations with the vendors they use, or informational interviews with past and present employees.

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

"While there is no typical day as an IT support specialist, the day generally begins with a team meeting to discuss any outstanding issues, review our performance during the previous day or week, and obtain our assignments for the type of issues we will be working on or the departments we will be supporting. I then spend most of the day interacting with end-users by helping them resolve IT issues. Occasionally, I set aside time for research or education to update my knowledge about the systems we support and the issues we are likely to encounter. The last hour of the day is spent compiling reports which describe the issues I resolved, the end-users I've worked with, the average time to resolve an issue, and any unresolved issues which need to be addressed during the following day."

The interviewer will ask this type of question to understand what you think an IT support specialist does and what a typical day looks like. They want to assure that your vision of this role aligns with that of the organization. They are also interested in how much time you dedicate to each task required by this job. This is a question that is best answered after researching the organization, its IT support department, and the type of technology it employs. You can also learn more about this by conducting informational interviews with current or former employees who did this job.

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

"My average time to resolve trouble tickets in my last organization was 12 minutes. The minimum time was three minutes, while some issues required well over an hour. In that organization, if we determined that an issue was going to take a great deal of time and outside resources, we would escalate it to second or third-tier support specialists who could fully own the issue and take unlimited time to resolve it."

One of the key metrics used to evaluate an IT support specialist's performance is the average time it takes to resolve a trouble ticket. This indicates the support specialist's efficiency and can be used to measure the average downtime users experience when they encounter an issue with their computer system. Both of these are important measurements of the organization's productivity. Since this is how you were evaluated in your previous positions, you should have an accurate time available and be able to comment about what impacts the time needed to resolve IT support issues.

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

"I am familiar with a wide range of computer processors, both old and new, and can support all of these. The ones I most commonly encounter are the Intel I3, I5, and I7 processors, which I believe are in most of the systems that your organization use. I am also beginning to encounter some Intel Pentium quad-core in the systems I support."

This is a hybrid of technical and operational questions. While it asks about something you encounter while doing your job, it also inquires about a technical topic. An interviewer will ask this type of question to confirm that you're familiar with the type of equipment and systems they use in their organization. Your answer should mention their technology based on the research you did before coming to the interview.

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

"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."

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.

"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."

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

"When a user contacts me regarding slow performance, the first thing I do is ask them to be more specific. Does the computer start slowly, do programs execute slowly, is accessing information from the internet taking a long time, or is it some other issue? Once I determine the symptoms, I then go about investigating the root cause. It may be something as simple as too many programs trying to execute simultaneously. Or a user may need to increase the amount of memory or storage they have in the system. Regardless of the cause, I work with them using standard procedures to resolve the issue as quickly as possible and to provide them with an excellent experience."

This operational question asks you to describe the process you use for a specific task related to this role. Operational questions are like technical questions in that they should be answered directly and briefly. In this case, you can describe several steps you use to diagnose the user's computer, along with some alternative remedies to resolve the issue. Always be prepared for follow-up questions when you provide an answer to the interviewer.

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

"I believe a unique quality I can bring to your organization is the breadth of my experience working with a variety of different systems. These include different types of hardware, operating systems, and software applications. This will enable me to address all of the IT support issues your organization is likely to encounter. It also provides you the flexibility to move me to any part of the organization that needs additional help or the type of expertise I provide."

People, in general, are hesitant to brag about themselves. We have been conditioned to be humble and to credit our entire team for the success we achieve. However, this does not apply during an interview. This is the time for you to brag about your achievements, skills, and experience. The interviewer expects this. That is why they will ask a question like this to give you the chance to describe your unique qualifications.

"My experience from a Business, IT, and Management perspective allows me to understand the customer than someone with just an IT and Customer Service background. I am able to see myself in the eyes of the customer and understand their needs as well as what can satisfy them. Therefore, I believe my experience can go the extra mile in this position and in other areas you may need me to cover."

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

"If an end-user were to contact me to help resolve a problem related to the audio output on their computer, the first thing I would check is whether the volume had been turned off. Once I confirm this, I would then go through a series of questions about whether the speakers were connected, if there is power to the audio components, and other connectivity issues. Finally, I would step the user through several different tests to determine where the problem is and how to resolve it. The final solution may require replacement of some of the audio components."

This is an operational question. Interviewers will ask operational questions to gain a better understanding of how you go about doing your job. Like technical questions, operational questions should be answered directly and briefly. You should also anticipate follow-up questions.

"First, I would complete the simple solutions such as is your volume turned off. I would then ask if the speaker or headphones have been plugged in. Some speakers have an amp or their own on and off switch they can test. Once the basic questions have been completed and their device isn't working, I would then ask relevant questions to come to a diagnosis that fits their criteria."

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

"RAM stands for random access memory and is used to store data which is only needed temporarily. ROM stands for read-only memory. ROM is permanent and is used by the computer to store the information it needs to operate, such as the BIOS. RAM can be expanded to accommodate additional data and help the computer perform better. ROM is populated by the manufacturer and cannot be altered except when its contents are upgraded."

This is a follow-up question, resulting from an answer you provided to a previous question about a computer's components. Any time you provide an interviewer with an answer, you should anticipate follow-up questions. You can use this to your advantage by providing answers which encourage follow-up questions and move the interview in a direction in which you are comfortable discussing.

"A RAM is a Random Access Memory meaning it temporarily stores data in a computer and requires power to hold data. A ROM is Read-Only Memory meaning its function is to only read data, for example on a BIOS but it doesn't require power to hold data. RAM can be expanded easily to improve the performance of a computer. A ROM is the memory installed by manufacturers and isn't recommended to modify."

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

"The components common to all computer systems include the CPU, RAM, ROM, expandable storage, a power supply, and a bus. There is also a graphical interface and display as well as an input device, typically a keyboard and mouse. Many other components can be used to expand the functionality, connectivity, and interaction with the computer. These include network interfaces, audio devices, additional memory, and various input and storage devices."

This is a technical question meant to test your knowledge of computers and your qualifications for this job. As an IT support specialist, you can anticipate that most of the questions you will be asked will be either technical or operational. The best way to prepare for these questions is to review the technology you use, including the terms, components, and processes. Practicing questions like these also helps you to prepare for the interview.

"The standard components that come with a computer are a motherboard, CPU, GPU, RAM, fan - regular or liquid cooling, hard drive - HDD or SSD, power supply. Some computers still have a CD slot or even floppy disk but that is rare today. There are also input and output devices like a mouse, keyboard, USB, headphones or speakers, and a monitor."

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

"I have a great deal of experience which has prepared me for this role. It started in high school when I was a member of the school's computer club. I spent a great deal of time helping other students with minor computer issues. I leveraged this experience when attending technical school to sharpen and expand my skills. Throughout my previous jobs, I have worked on various systems, including hardware, software, and network connectivity. I've also gained a great deal of experience working with end-users and providing exceptional customer service."

This is a general question asking about your background. The interviewer can ask any type of question at any point during the interview. This question may seem redundant in that you've probably submitted an application and your resume containing this information when applying for this job. You assume that the interviewer should have read this already. However, they may not have had time to read your resume or simply want you to explain it in more detail. You should remain patient and step the interviewer through your resume emphasizing the experience, which qualifies you for the position for which you are interviewing.

"I have more than 15 years of experience providing IT technical support for end-users. My passion for computers started with my first job 24 years ago when I worked as an accounts clerk in a manual environment. I spent a great deal of time analyzing the ways to optimize manual into automated processes. At present, I am handling level 1 and level 2 IT tech support and network support which makes me a suitable candidate for the IT technical job."

"In high school, I volunteered at Carlisle Business Centre as an Assistant Administrator. I provided technical solutions the organization needed. My colleagues praised my skills and I took their advice to study Business, IT, and Management. I used my technical and soft skills as an advantage as a Store Manager and put my studies into practice to increase sales and provide exceptional customer service."

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

"BIOS stands for basic input-output system and is present in every type of computer. The primary purpose of BIOS is to ensure that all the individual components within a computer can function with each other. For example, the BIOS enables the CPU or processor to communicate with the computer's memory to extract data needed by an application. It is important to keep the BIOS updated to function properly with all the hardware and software components of a computer."

This is a technical question. Technical questions ask you to define a term, concept, or process used in your job and then describe how it is used. It is sometimes helpful for you to provide an example. Technical questions should be answered directly. The interviewer will ask a follow-up question if they need more information about the topic.

"The BIOS is a basic input and output system of a computer system. During a PC boot process, the BIOS makes sure the interconnected peripherals are functioning together before proceeding with the OS loading."

"A BIOS is the basic input and output system meaning a computer can check if its components are functioning correctly like a well-oiled machine. Without a BIOS there wouldn't be a way for us to boot up our computer's software, check if all our hardware components are compatible with each other and if they're functioning, and how well they're working."

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

"In my opinion, having excellent customer service skills takes precedence over strong technical knowledge. I can always do research or find solutions to technical issues online or in service manuals. However, providing excellent customer service requires a good understanding of the user experience, patience, the ability to keep the users calm, and strong communication skills. These skills are developed over time and through direct experience doing this job."

This is a follow-up question to the one which asked you to define customer service. Interviewers will ask you follow-up questions throughout the interview if they need more details about a topic or want to explore it in more depth. Keeping your answers brief and to the point will encourage follow-up questions, which enable you to expand on the topic. Suppose the interviewer asks multiple follow-up questions about a single topic. In that case, this indicates that it is important to them, and you should spend extra time explaining your position or knowledge of the subject.

"Well, in my current position, technical skills have more weight since I am involved in level 1 and 2 support. Customer service skills are too important especially when it comes to level 1 quick support to end-users. But if it goes beyond that, technical skills are more important."

"In any organization, the customer comes first and then your technical skills come into play. An organization can only be successful if it provides value to its customers. Therefore, keeping the customer calm, speaking to them respectfully and being patient goes a long way to customer satisfaction. Your technical skills are what happens behind the scene to find technical solutions."

What process do you use when troubleshooting IT issues?

"When a user calls with a technical issue, I first ask a series of questions to determine what they are experiencing. For example, is there power to the device, can they interact with it, is it behaving properly, and other questions which will help me identify what might be happening. Once I know that, I can then begin to troubleshoot the issue using standard techniques that I've learned through my training and experience. I follow the Occam's razor principle, starting with simple fixes first and then moving on to more complex solutions."

IT support is 80% technical knowledge and 20% speculation. You first have to have a fundamental understanding of information technology and how it works. In addition, you need to act as a detective to find the cause of an issue in order to resolve it. The process you describe should incorporate both of these elements. It should also be consistent so that any technical issue can be resolved quickly and efficiently.

"First, I ensure I have listened carefully to the person who needs IT support and asked relevant questions. Then, I use my training and experience to diagnose their issue. Lastly, test/instruct the issue and see if I resolved their ticket. I begin using simple solutions and work my way up to complex solutions. If I fail to complete this issue, I simply ask a senior member for a little guidance."

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

"When searching for potential employers, your organization kept rising to the top. I like the type of work you do and how you utilize IT resources to accomplish the organization's goals. I've also spoken to several current and former employees, and they all speak highly of the work environment and the benefits the company offers."

Organizations love to hire people who are passionate about the company and the work they do. Answering this question properly will demonstrate your interest in the organization and allow you to make a value statement about what you can contribute to their success. Your answer to this question should be based on the research you did before the interview. This will give you the information you can use to demonstrate why you want to work for them and how you can help them succeed.

"Amazon is a company that has improved so drastically throughout its years. This organization has become so efficient logistically, customer service, and convenience. I have received amazing customer service as a customer of Amazon, may it be Prime or Kindle. I believe in what Amazon is trying to achieve and I'd like to be a part of that change."

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

"I have always had a keen interest in technology and have worked with computers since I was young. As I progressed through high school and considered what to do as a profession, IT technical support seemed natural. I frequently helped my friends and family fix their computer issues, and I enjoyed it. Rather than go to college, I decided to attend a technical school to acquire the skills I needed. This led to my first position and the rest, as they say, is history."

This is an opening question that the interviewer will ask early in the interview to begin the conversation, learn more about your background, and collect information they can use for future questions. This also allows you to direct the interview towards an area that you are comfortable talking about.

"From a young age, my family encouraged me to build PCs. My first OS was a Linux Mint at the age of 8. This opportunity to understand computer hardware and the practice of software has made me a quick study of technology. The ability to communicate with customers began at 15 when I completed my work experience at a retail store and then worked my way up to a manager position."

IT Support Interview Questions

Go Back

1. What are device drivers, and why are they important?
2. What are hard-disk partitions, and why would you partition a disk?
3. What does USB stand for, and what are some common USB components?
4. What are 'A' and 'MX' records, and how are they different?
5. What is meant by a 32-bit or 64-bit processor? Which is more common in today's CPUs?
6. When working with device managers, what does a '?' sign indicate?
7. What have you learned from one of your mistakes while working as an IT support specialist?
8. What problem-solving tools do you feel are mandatory for your work as an IT support specialist?
9. What lights are common to most modems, and what do each one of them indicate?
10. Which operating systems are you comfortable working with?
11. Can you describe your typical workday as an IT support specialist?
12. How long does it typically take you to resolve a common IT support ticket?
13. Can you name the latest computer processors you encounter in your client's equipment?
14. What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?
15. What information do you request from a customer when they complain that their computer is running slow?
16. What is something unique that you can contribute to this job that someone else may not be able to?
17. What components would you check if the audio is not working on a computer?
18. Can you define RAM and ROM and discuss how they differ from each other?
19. What are the common hardware components of a desktop or laptop computer?
20. What experience do you have that has prepared you for a job in IT technical support?
21. Can you define the term 'BIOS' and describe how it is used in a computer's operations?
22. In your opinion, what is more important for this job; technical knowledge or customer service skills?
23. What process do you use when troubleshooting IT issues?
24. Why did you apply to our company as opposed to other organizations?
25. What motivated you to pursue a career in IT technical support?

IT Support Interview Questions

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

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

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

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

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

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

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

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

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

10. Which operating systems are you comfortable working with?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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