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.
YOUTUBE CHANNEL - NETWORK ENGINEER STUFF
https://www.youtube.com/@NetworkEngineerStuff
INSTAGRAM ACCOUNT - networkengineerstuff
EMAIL ID - networkengineerstuff@gmail.com
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