Support Engineer Fresher Interview
Questions and Answers
1. Tell me about yourself.
I am a recent graduate with a degree in Computer Science. During my studies, I built a
strong foundation in technical troubleshooting, networking, and customer service. My
internships helped me develop hands-on experience in supporting users and resolving
technical issues efficiently. I'm enthusiastic about starting my career as a Support Engineer
where I can contribute to a team and continue to grow professionally.
2. What do you understand by the role of a Support Engineer?
A Support Engineer is responsible for helping users resolve technical issues related to
hardware, software, or network systems. The role involves diagnosing problems, offering
solutions, escalating issues when necessary, maintaining documentation, and ensuring
customer satisfaction through effective communication.
3. What steps would you take to troubleshoot a computer that won’t start?
I would check the power source and ensure the cable is properly connected. If the machine
still doesn't power up, I would test with another power cable or outlet, check internal
components like RAM and the power supply unit, and listen for beeping sounds indicating
hardware failures.
4. A user cannot connect to Wi-Fi. What do you do?
I would ask if other devices can connect to determine if it’s a device-specific or network-
wide issue. Then, I’d check Wi-Fi settings, ensure the wireless adapter is enabled, and
perform a network reset or driver update if needed. Restarting the router and checking IP
settings are also part of the process.
5. How do you prioritize support tickets?
I prioritize based on severity, impact, and urgency. Critical issues affecting multiple users or
business operations are addressed first. I also check service level agreements (SLAs) and
deadlines to ensure timely responses and resolutions.
6. How would you handle a difficult or upset customer?
I would stay calm, actively listen, and show empathy. I'd reassure the customer that their
concern is valid and will be addressed. Clear communication and providing consistent
updates on issue status help regain trust and manage expectations.
7. What is DNS and why is it important?
DNS stands for Domain Name System. It maps human-readable domain names to IP
addresses. Without DNS, users would have to remember numerical IP addresses to access
websites, making browsing difficult.
8. What is the difference between a switch and a router?
A switch connects devices within the same network and forwards data based on MAC
addresses. A router connects different networks together and forwards data based on IP
addresses, typically used to connect local networks to the internet.
9. How do you stay updated with new technologies?
I read tech blogs like TechCrunch and The Verge, follow online communities like Reddit and
Stack Overflow, and take online courses on Coursera and LinkedIn Learning to enhance my
knowledge regularly.
10. What is IP addressing and what types exist?
IP addressing is a system of assigning unique identifiers to devices on a network. IPv4 uses
32-bit addresses (e.g., 192.168.1.1), while IPv6 uses 128-bit addresses (e.g., 2001:0db8::1).
Each allows devices to communicate effectively.
11. How would you deal with an application that crashes frequently?
I would check for software updates, review system logs for error codes, verify compatibility
with the operating system, and reinstall the application if needed. If unresolved, I would
escalate the issue to the development or software vendor team.
12. What do you know about Active Directory?
Active Directory (AD) is a Microsoft service that manages users, computers, and other
resources in a networked environment. It provides centralized authentication and
authorization, making network administration more secure and efficient.
13. What tools have you used for remote troubleshooting?
I've used tools like TeamViewer, AnyDesk, and Windows Remote Desktop. These tools allow
remote control of a user's system to diagnose and fix issues efficiently while providing
support.
14. Describe your experience with ticketing systems.
I have basic experience with systems like Jira and Freshdesk from internships, where I
created, updated, and closed tickets. I followed workflows and documented solutions to
improve resolution time and user satisfaction.
15. What is the difference between HTTP and HTTPS?
HTTP is the standard protocol for transferring data over the web. HTTPS is the secure
version of HTTP, which uses SSL/TLS encryption to ensure secure communication between
the browser and the server.
16. How do you handle a situation where you don’t know the answer?
I would acknowledge that I need to look into the issue further, assure the user that I will get
back with a solution, and then research or ask a senior colleague. I would follow up with
accurate information promptly.
17. Can you explain what a firewall does?
A firewall is a security system that monitors and controls incoming and outgoing network
traffic based on predetermined security rules. It acts as a barrier between trusted internal
networks and untrusted external ones.
18. What operating systems are you comfortable working with?
I am comfortable with Windows, Ubuntu Linux, and MacOS. I have experience in installing
software, configuring systems, and performing basic troubleshooting in these
environments.
19. What is your approach to documenting support issues and resolutions?
I document the issue, steps taken to resolve it, root cause, and resolution in a clear and
structured manner. This helps build a knowledge base that can be referenced by team
members and reduces future resolution time.
20. Why do you want to work with our company?
I appreciate your company's focus on innovation and customer service. I am excited about
the opportunity to contribute to a dynamic team and further develop my skills in a
supportive and growth-oriented environment.
