Senior Technical Support Engineer Mock Interview
Master 30 Senior Technical Support Engineer interview questions covering troubleshooting, escalation management, and customer communication.
Question 7 of 30
What is the best way to create a test procedure to diagnose an issue when you don't have any supporting documents?
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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.
Almost everything within an IT environment is documented, either by the manufacturer or the organization. However, there may be a case when you come across something that isn't supported by documentation. This may involve an older device where the documentation was lost or a unique device or application, and the documentation you have is irrelevant. In either case, you should have a process for developing procedures to diagnose and resolve issues related to the device or application, even though you have no documentation to support these. The interviewer expects you to discuss how you would verify that your process is effective once you have developed it.
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.
"If I come across a device or piece of software that needs to be supported but has no associated documentation, there are several different steps I can take to develop procedures to support it. These include reviewing procedures used for similar devices or applications, contacting the manufacturer or developer for more information, researching the item online to see if other people have developed support procedures, or conferring with my team. Once I have taken each of these steps, I develop procedures to diagnose and resolve IT assets. Before publishing these and putting them into production, I test them to ensure that they will accomplish the objectives."
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