During a technical support engineer interview, you may be asked to resolve specific issues which are likely to occur when performing this job. This specific technical question asks you about an issue that can occur within an end-user's system. Since you will not have the typical resources available when actually on the job, you need to provide the best answer possible. If you're unable to resolve the issue using only your knowledge and experience, carefully explained to the interviewer how you would do this and what resources you would typically have available when actually on the job.