Technical Support Interview Cheat Sheet

Category Question What They Expect Sample Answer

Intro / Tell me about yourself. A brief career summary I have X years of experience
Background focused on tech support providing L1/L2 support for hardware,
skills. software, and networking issues. I’ve
worked with tools like ServiceNow,
handled SLA-based incident
resolution, and supported
international clients through calls,
emails, and remote tools. I enjoy
solving problems quickly and
providing a good user experience.
Technical Difference between L1 Clear explanation of L1 handles basic issues like
Basics and L2 support? scope and complexity. password resets, initial
troubleshooting, and documentation.
L2 handles more complex issues,
deeper investigation, log analysis,
and coordination with backend teams.
Troubleshoo How do you A logical step-by-step I’d check Task Manager for CPU,
ting troubleshoot a slow process. memory, or disk usage, run a
computer? malware scan, clear temp files,
disable unnecessary startup
programs, and ensure drivers are
updated.
Networking How do you change an Knowledge of network Go to Control Panel → Network &
IP address in Windows? settings. Internet → Network Connections →
Right-click adapter → Properties →
IPv4 settings → Manually assign IP or
set to automatic.
Networking Difference between Understanding of LAN is a local network within a small
LAN, WAN, VPN. network types. area, WAN is a wide-area network
like the internet, and VPN creates a
secure, encrypted tunnel between a
device and a network over the
internet.
Hardware Printer not printing — Ability to isolate Check physical connections, power,
what steps? problem. and paper. Verify printer is default
and online, clear print queue, restart
spooler service, check drivers.
Process What is an SLA and Understanding service SLA is the agreed time to resolve
why important? commitments. issues. It’s important to maintain trust,
meet customer expectations, and
avoid penalties.
Tools How do you use Demonstrating tool I log tickets with details, update
ServiceNow? knowledge. status, attach troubleshooting notes,
set priority, and escalate when
required — ensuring proper closure.
Scenario User cannot access Step-by-step approach. Check if site is down for everyone,
website — how do you verify internet connection, DNS
troubleshoot? settings, proxy, and firewall rules.
Test with ping and tracert commands.
Scenario Ticket about to breach Time management & Communicate with the client about
SLA — what do you do? escalation. progress, escalate to higher support if
needed, and prioritize resources to
meet the deadline.
Soft Skills How do you deal with Patience and I listen without interrupting,
an angry customer? professionalism. acknowledge their frustration,
reassure them I’ll work on the issue,
and keep them updated until it’s
resolved.
Soft Skills If you don’t know the Honesty + I would not guess. I’d gather details,
answer? problem-solving. research the issue, consult
documentation or colleagues, and
then get back with an accurate
solution.
Prioritization Multiple high-priority Prioritization & I assess business impact, resolve
tickets — what do you communication. critical systems first, delegate where
do? possible, and keep all stakeholders
updated.