Welcoming questions
- Can you tell us about yourself and what drew you to IT support?
- What kind of support environment have you worked in, and what did a typical day look like?
Role-specific / technical competencies
- Walk us through your troubleshooting process when a user reports that their computer is running slowly.
- Which ticketing systems have you used, and how do you keep your ticket queue organized?
- How do you handle password resets, account lockouts, and access requests securely?
- A user cannot connect to the office Wi-Fi. What steps do you take to diagnose the problem?
- How do you decide when to escalate a ticket instead of continuing to work on it yourself?
Behavioural & culture fit
- Tell us about a time you dealt with an angry or frustrated user. How did you keep the interaction productive?
- Describe a situation where you had to explain a technical fix to someone with no technical background.
- How do you prioritize when several urgent tickets come in at the same time?
Problem-solving / case
- Ten users report at once that they cannot print. How do you determine whether it is one problem or ten?
- An executive needs their laptop working before a presentation in 30 minutes, but you already have three open urgent tickets. What do you do?
- You notice the same issue keeps generating tickets week after week. How would you address the root cause?
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