IT Support Specialist Internship Interview Questions

Interviewer: Hello and welcome to our interview for the IT Support Specialist Internship. Could you please introduce yourself and tell us about your background in IT?

Candidate: Hi, my name is John and I recently graduated with a degree in Computer Science. I have experience working as a Technical Support Representative for a software company and have also completed several IT projects throughout my studies.

Interviewer: Can you explain a difficult technical issue you have faced and how you resolved it?

Candidate: Sure, one time I had to troubleshoot a network issue where a group of computers were not able to communicate with the server. After some troubleshooting, I found out that the IP addresses were conflicting and resolved it by changing the IP addresses of the affected devices.

Interviewer: Have you ever dealt with customer-facing IT support? How do you approach handling a difficult customer?

Candidate: Yes, I have dealt with customer-facing IT support before. I approach handling a difficult customer by actively listening to their concerns, empathizing with them, and working with them to find a solution that works best for them.

Interviewer: How would you prioritize and manage multiple IT support requests simultaneously?

Candidate: I prioritize and manage multiple IT support requests simultaneously by assessing the severity of the issue, responding to urgent requests first, and then scheduling tasks that require more time or resources.

Interviewer: How would you ensure that all data and systems are secure and maintained properly?

Candidate: I would ensure that all data and systems are secure and maintained properly by keeping software up to date, implementing proper security protocols, and regularly backing up data.

Interviewer: How do you stay up to date with the latest advancements in technology?

Candidate: I stay up to date with the latest advancements in technology by attending IT conferences, following industry news and blogs, and participating in online forums and discussions.

Interviewer: Can you walk me through your troubleshooting process for hardware issues?

Candidate: Sure, my troubleshooting process for hardware issues starts by identifying the specific issue or error message. From there, I would check if the device is properly connected and powered on. If those are not the issues, I would use diagnostic tools to detect hardware issues and replace or repair the affected component.

Interviewer: How do you handle sensitive information, such as user passwords or financial data?

Candidate: I handle sensitive information securely by implementing strong password policies, encrypting data, and limiting access to only authorized personnel.

Interviewer: Are you comfortable working in a team environment? Can you provide an example of a team project you have worked on in the past?

Candidate: Yes, I am comfortable working in a team environment and have worked on several team projects in the past. For example, I worked with a team of developers to build a website for a local business.

Interviewer: Can you provide an example of a successful project you completed in a previous work or academic setting?

Candidate: Yes, in my previous role as a Technical Support Representative, I successfully led a project to automate a manual process and reduce response time for IT support requests by 50%.

Interviewer: Can you explain what ITIL is and its significance in IT support?

Candidate: ITIL stands for Information Technology Infrastructure Library and it is a set of guidelines for managing and delivering IT services. It is significant in IT support because it helps improve efficiency, reduce downtime, and provides a framework for continuous improvement.

Interviewer: How do you handle a situation where you don't know the answer to a support issue or question?

Candidate: If I don't know the answer to a support issue or question, I would ask a more experienced colleague or do the necessary research to find the solution.

Interviewer: How do you approach testing and quality assurance in IT?

Candidate: I approach testing and quality assurance in IT by developing thorough testing plans, using automated testing tools, and conducting manual testing to ensure that all solutions meet the necessary standards.

Interviewer: Can you tell me about a notable achievement or recognition you have received in your IT career or studies?

Candidate: I received recognition in my studies for developing a software solution that improved the efficiency of a local business's inventory management system by 60%.

Interviewer: Lastly, why do you believe you would be a good fit for our IT Support Specialist Internship?

Candidate: I believe I would be a good fit for this internship because of my technical skills, experience in IT support, and my passion for learning and advancing my skills in this field. I am also highly motivated to make an impact in this role and contribute to the team's success.

Scenario Questions

1. Scenario: A customer calls in stating their computer is running slow. They mention they use the computer for work and need it fixed urgently. What steps would you take to troubleshoot this issue?

Candidate Answer: First, I would ask the customer some additional questions to better understand what could be causing the slow performance. I would ask about any recent changes or updates, how long the issue has been occurring, and if any error messages appear. I would suggest running a scan for malware or viruses, checking the computer's RAM and hard drive space, and looking to see if any programs or applications are running in the background. Based on the results of these checks, I would provide recommendations for how to improve computer performance.

2. Scenario: A coworker is unable to log into their email account. They have tried resetting their password but are still unable to access their account. How would you assist them?

Candidate Answer: I would verify that the coworker is using the correct email and password combination. If they are still unable to log in, I would reset their password through our IT system and confirm the new password works for them. If the issue persists, I would check to see if there are any known issues with the email server or if other coworkers are experiencing similar issues. I would escalate the issue to the appropriate team member for further investigation if necessary.

3. Scenario: A client is unable to access a website you have previously assisted them with. They receive an error message stating "404 not found". What steps would you take to resolve this issue?

Candidate Answer: I would check if the website is still up and running, and if it's accessible from other devices. I would then check if there have been any recent changes to the server, database or website code that could have caused the issue. If there were no changes, I would suggest clearing the client's browser cache, cookies and history or using another browser. If these solutions do not work, I would recommend contacting the website's administrator or the hosting provider to further investigate the issue.

4. Scenario: A colleague is experiencing issues with their printer, stating that the prints are coming out blurry and misaligned. How would you solve this issue?

Candidate Answer:I would first ask the colleague to print a test page to determine the extent of the issue. I would then check to see if the printer's ink levels are low or if there is a paper jam causing the issue. If there were no obvious issues, I would recommend cleaning the printer heads or adjusting the printer settings for better quality printing. If these steps do not work, I would recommend contacting the printer manufacturer's technical support or referring the issue to a printer repair service.

5. Scenario: A client is having issues using our company's software on their computer. They state the program runs very slow and often crashes. How would you troubleshoot this issue?

Candidate Answer :I would first check if the computer meets the minimum software requirements and if there have been any recent updates made to the program. I would recommend running a diagnostic test on the software to identify any errors or performance issues. If that does not work, I would suggest uninstalling and reinstalling the software, verifying that it is up-to-date, or checking if there are any conflicting programs installed on the computer. If the issue persists, I would refer the issue to the company's software vendor or escalate it to a more senior IT support team member for further investigation.
Numeric data sample:
A customer using our company's financial software requested a report on their sales performances for the last quarter. The table below shows their monthly sales and the total sales for the last quarter.
| Month | Sales |
|-------|-------|
| Jan | $4500 |
| Feb | $6100 |
| Mar | $5000 |
What was the total sales for the last quarter?
Other question specifications:
- What technical skills do you possess to successfully perform the job duties of an IT support specialist?
- Can you describe a time when you had to solve a difficult technical problem? How did you go about it?
- How do you keep up to date with technology advancements and trends?
- How do you prioritize tasks when multiple IT support requests come in at the same time?
- How do you handle difficult or frustrated customers?