Saturday, 2 August 2025

Interview Questions & Answers for L1 Support Engineer

Section 1 - Desktop & Windows Troubleshooting

Q: How would you troubleshoot a slow or unresponsive Windows system?

Answer:

Check Task Manager for high CPU/RAM/disk usage.

Verify if unnecessary startup apps are running.

Run disk cleanup, remove temp files.

Check for Windows updates or driver issues.

Scan for malware/viruses.

If unresolved, consider restoring to a previous restore point or reimaging.

Q: What steps will you take to troubleshoot a Blue Screen of Death (BSOD)?

Answer:

Note the error code (e.g., 0x0000007B).

Boot in Safe Mode to check recent driver/software changes.

Update or roll back drivers.

Check hardware (RAM/Hard disk) via diagnostics.

Run sfc /scannow and DISM commands.

Check Windows Event Viewer for logs.

Section 2 - Networking & IP

Q: How do you troubleshoot if a user cannot access the internet?

Answer:

Verify physical connectivity (LAN/WiFi).

Check IP address via ipconfig.

Ping gateway & DNS.

Check DNS resolution by pinging websites (e.g., ping google.com).

Flush DNS (ipconfig /flushdns).

Restart NIC or renew IP (ipconfig /release & ipconfig /renew).

Verify firewall/proxy settings.

Q: Difference between DNS and DHCP?

Answer:

DNS resolves hostnames to IP addresses.

DHCP automatically assigns IP addresses to devices in a network.

Q: How do you troubleshoot printer not working?

Answer:

Check physical connections (USB/Network).

Verify if printer is online & default.

Restart spooler service (services.msc).

Update/reinstall printer drivers.

Test with another device.

Section 3 - Active Directory & O365

Q: What is Active Directory and why is it used?

Answer:

A centralized directory service for managing users, computers, and permissions in a domain.

Used for authentication, authorization, and policy enforcement (via Group Policy).

Q: A user is unable to log into O365 – how would you troubleshoot?

Answer:

Verify correct credentials & account status in Azure AD/Admin Portal.

Reset password if required.

Check internet and firewall/proxy settings.

Verify license assignment in O365 Admin.

Section 4 - SQL & WordPress (Basic)

Q: How do you connect to a SQL database and check connectivity?

Answer:

Use SQL Server Management Studio (SSMS).

Test connection string (hostname/IP, username, password).

Ping database server or test via telnet <ip> 1433.

Q: What basic troubleshooting steps would you do for WordPress not loading?

Answer:

Check if the web server (Apache/Nginx) is running.

Verify database connection in wp-config.php.

Clear browser cache and disable plugins.

Check domain DNS propagation.

Section 5 Behavioral & SLA-based Questions

Q: How do you handle an issue that you cannot resolve immediately?

Answer:

Document steps tried.

Escalate to L2 team with logs/screenshots.

Keep user updated on SLA and resolution timeline.

Q: How do you prioritize multiple tickets?

Answer:

Based on impact and urgency.

Critical business-impacting issues (server outage) first, then medium/low issues.

Follow ITIL guidelines if applicable.

Summary of L1 Support Engineer Role

Core Focus: First-level technical support (desktops, laptops, network basics, AD, O365).

Tasks: Troubleshoot user issues, maintain system health, escalate unresolved cases to L2/L3.

Tools Knowledge: AD, O365 admin portal, basic SQL, ticketing tools (e.g., ServiceNow), antivirus console.

Soft Skills: Client communication, vendor coordination, SLA adherence.

Tips to Ace the Interview

Brush up Basics:

IP addressing (private/public ranges), DNS/DHCP.

Windows troubleshooting commands (ping, ipconfig, netstat, nslookup).

Active Directory basics (adding/removing users).

Hands-On Practice:

Simulate printer setup, BSOD fixes in VM, create test O365 accounts (trial).

ITIL Awareness:

Know ticket priorities, escalation flow, SLA handling.

Communication Skills:

Explain technical fixes clearly to non-technical users.

Real Scenarios Prep:

Be ready for scenario-based Qs (e.g., "User can't access shared folder", "WiFi drops frequently").

Extra Edge:

Learn basic PowerShell commands, server patching, antivirus console basics.


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