IT: Interview With Tier 2 Support (Helpdesk,MSP, Technical Support, Desktop Support)
Help desk interview questions for remote work
Remote work is increasingly popular, and help desk professionals may be called upon to assist colleagues or clients working from home.
A lot of help desk support requires remote access to the users device. Your candidate may have some experience of working with remote access systems, such as RemotePC or Zoho Support.
Ask candidates about what ticketing systems and remote login tools theyve used. You might also inquire if theyve had to use any system or network monitoring applications and what application tools they prefer.
Your ideal candidates should have strong analytical skills and the ability to approach problems methodically and systematically, so make sure to focus a few of your help desk interview questions on these areas.
Fill in the blank with the most common queries presented to your help desk and try posing one of them to applicants. Youll be able to get an idea of their aptitude for working through problems.
Whether internal or external, customers expect prompt and courteous service. Include some help desk interview questions that assess soft skills like patience and empathy.
Everyone has a different idea of what good service means. Some people prize efficiency, while others are more interested in friendliness. This question will help you identify candidates whose approach aligns with your organizational culture and your customers expectations.
Top help desk analysts go above and beyond to ensure callers issues are fully resolved so that tickets arent reopened. The tone and content of a candidates response to this question may give you a hint as to whether they do the bare minimum or provide thoughtful and thorough service.
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Ans: In this case, the help desk associate’s main responsibility is to give a satisfactory solution to their customers, and if the customer is not yet solved, follow up the needs to be taken till their problem is not solved.
Ans: Solving problems face to face is completely different than handing them over the phone. To impress your interviewer you have to explain to them what are all the ability you have to solve the problems. You can also put an example of any previous incident where you have solved the customer issues on phone easily.
Ans: Here you need to use the defrag option to speed up the hardware drive and computers’ overall performance by optimizing the hard drives on windows.
Ans: The blue screen of death will display the stoop or fatal error message which indicates the windows have become unstable and stops immediately.
Ans: The network protocol which we are using here is that TCP/IP (transmission control protocol/ Internet protocol).
Ans: As a help desk analyst, I will take the following steps to remove the malware;
Anti-spyware
Anti-virus software
Recovery console.
Ans: You can troubleshoot any DNS problem with the help of the nslooKp-query internet server interactively.
Ans: Here users can view any information about system events and application errors on windows with the help of Event viewer.
Ans: This is one more important question asked by the interviewer; here they test your man-management and inter-personal skills. Helpdesk staffs frequently encounter cases of irritated or upset customers and co-workers. However, in any situation, you should remain calm, and politely solve any kind of issues or queries.
Ans: DNS can be explained as a protocol that is responsible for providing the framework for web browsing. DNS is a computer network that offers the infrastructure which is necessary to browse the internet.
Ans: In Windows 7 you arent able to see any frequent updates, whereas Windows 10 is available with two major updates per year.
If you want to enrich your professional career and become a Service help desk analyst please go through this article. Learning this HKR’s frequently designed Service help desk analyst interview questions will help you to crack any type of complex interview. As per the recent research, the service help desk analyst has a market of about 15%, so there will be a huge demand for the help desk professions.
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Slideshows for you (
1. Top 10 tier 2 support interview questions and answers Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
2. In this file, you can ref interview materials for tier 2 support such as types of interview questions, tier 2 support situational interview, tier 2 support behavioral interview… Other useful materials for tier 2 support interview: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews • interviewquestions360.com/13-types-of-interview-questions-and-how-to-face-them • interviewquestions360.com/job-interview-checklist-40-points • interviewquestions360.com/top-8-interview-thank-you-letter-samples • interviewquestions360.com/free-21-cover-letter-samples • interviewquestions360.com/free-24-resume-samples • interviewquestions360.com/top-15-ways-to-search-new-jobs Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
3. 1. Why do you want this tier 2 support job? Again, companies want to hire people who are passionate about the job, so you should have a great answer about why you want the position. (And if you dont? You probably should apply elsewhere.) First, identify a couple of key factors that make the role a great fit for you (e.g., “I love customer support because I love the constant human interaction and the satisfaction that comes from helping someone solve a problem”), then share why you love the company (e.g., “I’ve always been passionate about education, and I think you guys are doing great things, so I want to be a part of it”). Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
4. 2. What have you learned from mistakes on the tier 2 support job? Candidates without specific examples often do not seem credible. However, the example shared should be fairly inconsequential, unintentional, and a learned lesson should be gleaned from it. Moving ahead without group assistance while assigned to a group project meant to be collaborative is a good example. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
5. 3. What challenges are you looking for in this tier 2 support position? A typical interview question to determine what you are looking for your in next job, and whether you would be a good fit for the position being hired for, is “What challenges are you looking for in a position?” The best way to answer questions about the challenges you are seeking is to discuss how you would like to be able to effectively utilize your skills and experience if you were hired for the job. You can also mention that you are motivated by challenges, have the ability to effectively meet challenges, and have the flexibility and skills necessary to handle a challenging job. You can continue by describing specific examples of challenges you have met and goals you have achieved in the past. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
6. 4. Describe a typical work week for tier 2 support position? Interviewers expect a candidate for employment to discuss what they do while they are working in detail. Before you answer, consider the position you are applying for and how your current or past positions relate to it. The more you can connect your past experience with the job opening, the more successful you will be at answering the questions. It should be obvious that its not a good idea talk about non-work related activities that you do on company time, but, Ive had applicants tell me how they are often late because they have to drive a child to school or like to take a long lunch break to work at the gym. Keep your answers focused on work and show the interviewer that youre organized (“The first thing I do on Monday morning is check my voicemail and email, then I prioritize my activities for the week.”) and efficient. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
7. 5. What is your biggest weakness? No one likes to answer this question because it requires a very delicate balance. You simply can’t lie and say you don’t have one; you can’t trick the interviewer by offering up a personal weakness that is really a strength (“Sometimes, I work too much and don’t maintain a work-life balance.”); and you shouldn’t be so honest that you throw yourself under the bus (“I’m not a morning person so I’m working on getting to the office on time.”) Think of a small flaw like “I sometimes get sidetracked by small details”, “I am occasionally not as patient as I should be with subordinates or co-workers who do not understand my ideas”, or “I am still somewhat nervous and uncomfortable with my public-speaking skills and would like to give more presentations and talk in front of others or in meetings.” Add that you are aware of the problem and you are doing your best to correct it by taking a course of action. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
8. 6. Why should the we hire you as tier 2 support position? This is the part where you link your skills, experience, education and your personality to the job itself. This is why you need to be utterly familiar with the job description as well as the company culture. Remember though, it’s best to back them up with actual examples of say, how you are a good team player. It is possible that you may not have as much skills, experience or qualifications as the other candidates. What then, will set you apart from the rest? Energy and passion might. People are attracted to someone who is charismatic, who show immense amount of energy when they talk, and who love what it is that they do. As you explain your compatibility with the job and company, be sure to portray yourself as that motivated, confident and energetic person, ever- ready to commit to the cause of the company. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
9. 7. What do you know about our company? Follow these three easy research tips before your next job interview: 1) Visit the company website; look in the “about us” section and “careers” sections 2) Visit the company’s LinkedIn page (note, you must have a LinkedIn account — its free to sign up) to view information about the company 3) Google a keyword search phrase like “press releases” followed by the company name; you’ll find the most recent news stories shared by the company Remember, just because you have done your “homework”, it does not mean you need to share ALL of it during the interview! Reciting every fact you’ve learned is almost as much of a turn off as not knowing anything at all! At a minimum, you should include the following in your answer: 1. What type of product or service the company sells 2. How long the company has been in business 3. What the company culture is like OR what the company mission statement is, and how the culture and/or mission relate to your values or personality Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
10. 8. Why do you want to work with us? More likely than not, the interviewer wishes to see how much you know about the company culture, and whether you can identify with the organization’s values and vision. Every organization has its strong points, and these are the ones that you should highlight in your answer. For example, if the company emphasizes on integrity with customers, then you mention that you would like to be in such a team because you yourself believe in integrity. It doesn’t have to be a lie. In the case that your values are not in line with the ones by the company, ask yourself if you would be happy working there. If you have no issue with that, go ahead. But if you are aware of the company culture and realize that there is some dilemma you might be facing, you ought to think twice. The best policy is to be honest with yourself, and be honest with the interviewer with what is it in the company culture that motivates you. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
11. 9. Did the salary we offer attract you to this tier 2 support job? The interviewer could be asking you this question for a number of reasons. Obviously, the salary is an important factor to your interest in this job, but it should not be the overriding reason for your interest. A good answer to this question is, “The salary was very attractive, but the job itself is what was most attractive to me.” Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
12. 10. Do you have any questions to ask us? Never ask Salary, perks, leave, place of posting, etc. regarded questions. Try to ask more about the company to show how early you can make a contribution to your organization like “Sir, with your kind permission I would like to know more about induction and developmental programs?” OR Sir, I would like to have my feedback, so that I can analyze and improve my strengths and rectify my shortcomings. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
13. Useful materials for tier 2 support interview: • interviewquestions360.com/top-36-situational-interview-questions • interviewquestions360.com/440-behavioral-interview-questions-ebook-pdf- download • interviewquestions360.com/top-40-second-interview-questions • interviewquestions360.com/95-management-interview-questions-and- answers-ebook-pdf-download • interviewquestions360.com/top-30-phone-interview-questions • interviewquestions360.com/290-competency-based-interview-questions • interviewquestions360.com/45-internship-interview-questions • interviewquestions360.com/15-tips-for-job-interview-attire (dress code, clothes, what to wear) • interviewquestions360.com/top-15-written-test-examples • interviewquestions360.com/top-15-closing-statements • interviewquestions360.com/20-case- study-examples for job interview Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
17. Other interview tips for tier 2 support interview 1. Practice types of job interview such as screening interview, phone interview, second interview, situational interview, behavioral interview (competency based), technical interview, group interview… 2. Send interview thank you letter to employers after finishing the job interview: first interview, follow-up interview, final interview. 3. If you want more interview questions for entry- level, internship, freshers, experienced candidates, you can ref free ebook: 75 interview questions and answers. 4. Prepare list of questions in order to ask the employer during job interview. 5. Note: This file is available for free download. Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
18. Fields related to tier 2 support career: The above job description can be used for fields as: Construction, manufacturing, healthcare, non profit, advertising, agile, architecture, automotive, agency, budget, building, business development, consulting, communication, clinical research, design, software development, product development, interior design, web development, engineering, education, events, electrical, exhibition, energy, ngo, finance, fashion, green card, oil gas, hospital, it, marketing, media, mining, nhs, non technical, oil and gas, offshore, pharmaceutical, real estate, retail, research, human resources, telecommunications, technology, technical, senior, digital, software, web, clinical, hr, infrastructure, business, erp, creative, ict, hvac, sales, quality management, uk, implementation, network, operations, architectural, environmental, crm, website, interactive, security, supply chain, logistics, training, project management, administrative management… The above interview questions also can be used for job title levels: entry level tier 2 support, junior tier 2 support, senior tier 2 support, tier 2 support assistant, tier 2 support associate, tier 2 support administrator, tier 2 support clerk, tier 2 support coordinator, tier 2 support consultant, tier 2 support controller, tier 2 support director, tier 2 support engineer, tier 2 support executive, tier 2 support leader, tier 2 support manager, tier 2 support officer, tier 2 support specialist, tier 2 support supervisor, VP tier 2 support… Useful materials: • interviewquestions360.com/free-ebook-145-interview-questions-and-answers • interviewquestions360.com/free-ebook-top-18-secrets-to-win-every-job-interviews
FAQ
How do I prepare for a Stage 2 interview?
In general, these are the things you should do to prepare for a second or final interview:
Reflect on the first interview. …
Know your interviewers. …
Prepare for more in-depth questions. …
Go in with a strategy. …
Do your homework. …
Prepare more questions to ask at the interview. …
Practise your final pitch.
What should I expect at a 2 stage interview?
Potential questions for a second interview
Tell me again what interests you about this job and what skills and strengths you plan to bring to it. …
Do you have anything you want to revisit from your first interview? …
What is your greatest weakness? …
Can you tell me a little more about your current/most recent job?
What are the 10 most common interview questions and answers for?
They will have identified some weaknesses they saw in the first stage and ask you further questions in that area, perhaps even tell you why it is that they are not sure about hiring you. This is to gauge how you react, how you respond and whether or not you can show them that you really want this job.
