Top 10 Technical Support Interview Questions and Answers [Updated 2024]

Sample Answer
DNS, or Domain Name System, is like the phonebook of the internet. It translates human-friendly website names into the IP addresses that computers use to identify each other. When you type a website URL into your browser, your computer sends a request to a DNS server to fetch the IP address associated with that domain name. The server then responds with the corresponding IP address, and your computer sends a request to that address to load the website. In my previous role, I frequently had to troubleshoot DNS problems, such as propagation issues or DNS server outages, to ensure our customers’ websites were accessible.

Sample Answer
In my previous role at XYZ Corp, we once faced an issue where the company’s intranet server was frequently crashing. I first identified the symptoms and gathered information about the recent changes made to the server. I then created a plan to investigate the issue, starting with the most likely cause – a recent software update. My suspicion was correct, and I was able to rollback the update. However, the issue persisted, which led me to consider hardware problems. After a thorough inspection, I discovered a fault in the server’s cooling system that was causing overheating and subsequent crashes. I communicated this to the management, explaining the technical issue in layman’s terms, and recommended a hardware replacement. The replacement resolved the server crashes, and I also suggested implementing a regular maintenance schedule for the hardware to prevent such issues in the future.

Sample Answer
If I am unable to resolve a customer’s issue, I would first apologize to the customer for the inconvenience. I would reassure them that I am doing my best to find a solution and will escalate the issue to my superior or the relevant team. I would then follow up on the issue and ensure that it is resolved as quickly as possible. I believe in maintaining clear communication with the customer throughout the process and updating them regularly about the progress.

Sample Answer
TCP stands for Transmission Control Protocol and it’s a connection-oriented protocol that offers data integrity, ordering, and retransmission. This means that data is sent and received in the same order, and if there’s any loss of data during transmission, the protocol retransmits the data. This makes TCP reliable but slower. It’s typically used in web browsing, email delivery, and file transfers.

On the other hand, UDP, or User Datagram Protocol, is a connectionless protocol that doesn’t guarantee delivery, ordering, or data integrity. This means that data might be lost during transmission, or it might arrive out of order. However, UDP is faster than TCP and is often used in real-time applications like video conferencing or online gaming, where speed is more important than reliability.

Sample Answer
First, I will confirm if the issue is with a single device or multiple devices. If it’s just one device, I might check if the device is running slow or if there are too many applications running on it. If it’s multiple devices, it could be a problem with the network. In that case, I would check the router, cables, and network settings. I might also run a speed test to see the exact download and upload speed. Once I’ve identified and resolved the issue, I would verify with the customer that their connection has improved. I would also advise them on how to avoid such issues in the future.

Sample Answer
First, I would verify that the printer is on and connected to the network. I would then check the computer’s printer settings to ensure it’s set up to print on the network printer. If that’s all in order, I would then check the network connections and settings to make sure the computer and printer are on the same network and can communicate with each other. If the issue persists, I would reinstall the printer driver on the computer. If none of these steps resolve the issue, I would then escalate the problem to a higher-level technician or network administrator.

Sample Answer
DHCP, or Dynamic Host Configuration Protocol, is a network protocol that enables a server to automatically assign an IP address to a computer from a defined range of numbers (i.e., a scope) configured for a given network. When a computer or any other device connects to a network, the DHCP server will assign it an IP address, a subnet mask, a default gateway, and other necessary configuration parameters such as the address of the DNS server. This process is done dynamically and automatically, which helps reduce the manual task of assigning IP addresses in a large network.

Sample Answer
A VPN, or Virtual Private Network, is a service that allows you to connect to the internet in a secure way. It does this by encrypting your data and routing your internet connection through a server in a location of your choice. This not only hides your internet activity from your ISP, but also makes it seem as if you’re browsing from a different location. For a company, a VPN is crucial because it enables employees to access the company’s network securely from remote locations, and it protects sensitive data from potential threats.

Sample Answer
Firstly, I would ask the user to try sending emails from other devices or through webmail, to see if the issue is with the desktop application or the email account itself. If emails can be sent from other devices or through webmail, then the issue is likely with the desktop application. In that case, I would check the settings of the email account on the desktop application, including the incoming and outgoing server settings. If the settings are correct, I might try uninstalling and reinstalling the application, or I might seek help from my team or online resources. If emails cannot be sent from other devices or through webmail, then the issue is likely with the email account itself. In that case, I would check if the user has reached their sending limit, or I might contact the email provider for assistance. Throughout the process, I would keep the user updated and try to minimize the disruption to their work.

Sample Answer
Data back-up is the process of copying and archiving computer data so it can be restored after a data loss event. The methods used for data back-up include using cloud storage, external hard drives, network-attached storage, and data centers. On the other hand, data recovery is the process of retrieving inaccessible, lost, or corrupted data from damaged or failed secondary storage when it cannot be accessed normally. There are different strategies for data recovery such as system restore, using data recovery software, or professional data recovery services. In my previous job, I made sure to conduct regular data back-ups and prepared comprehensive data recovery plans to minimize the impact of any potential data loss.