17 It Support Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from an IT support professional, what questions you can expect, and how you should go about answering them.

IT support professionals are the behind-the-scenes heroes of the business world. They keep our computer systems up and running so that we can focus on the work that we do. And as technology becomes more and more integral to the way we do business, the need for IT support professionals continues to grow.

If you’re looking for a job in IT support, you’ll likely need to go through a job interview. One of the best ways to prepare for this important meeting is to learn how to answer IT support interview questions before talking with an interviewer.

Employers look for IT support professionals who are patient, resourceful, and have strong problem-solving skills. You’ll also need to be able to communicate effectively with non-technical users. A IT support interview is your chance to show that you’ve polished these skills to a shine. To help you get ready, we’ve listed IT support questions and answers that will help you figure out what you want to say during an interview.

Are you comfortable working with a variety of different software applications?

This question is a great way for the interviewer to assess your comfort level with working in an environment that requires you to use multiple software applications. Your answer should highlight your ability to learn new programs quickly and adapt to different environments.

Example: “I have worked in several different IT support roles throughout my career, so I am comfortable adapting to new software applications. In fact, I enjoy learning new things, which makes it easy for me to pick up on new systems. However, I do find that having a system or process in place can help me be more efficient when supporting users.”

What are some of the most important skills for an it support professional to have?

This question is an opportunity to show the interviewer that you have a strong understanding of what it takes to be successful in this role. You can answer by listing some skills and explaining why they are important.

Example: “The most important skill for an it support professional is communication. This job requires me to communicate with many different people, including my team members, clients and other professionals. I also need excellent problem-solving skills because there are often several issues going on at once when working on complex projects. Finally, I find that patience is key as well. There are times when I am waiting for information or updates from others, so having patience helps me stay focused.”

How would you go about troubleshooting a network problem?

This question is a great way to test your problem-solving skills and how you apply them in the workplace. Your answer should include steps that you would take to troubleshoot the issue, including what tools you would use to complete the task.

Example: “I would first try to identify the source of the network problem by checking for any issues with the server or router. If I find no problems there, I would then check for any issues with the cables connecting the devices. After this, I would check for any issues with the IP address, DNS settings and other networking components. If I still can’t find the cause of the problem, I would contact my supervisor for further instructions.”

What is your experience with working remotely?

Working remotely is a common practice in the IT industry. Employers may ask this question to see if you have experience working from home or another remote location. They want to make sure that you are comfortable with this type of work environment and can complete your job responsibilities without supervision. In your answer, explain how you feel about working remotely and provide examples of when you’ve done so in the past.

Example: “I am very comfortable working remotely. I prefer it actually because it allows me to focus on my work without distractions. In my last role, I worked from home one day per week. This was usually on Fridays, but sometimes I would work from home during the week for various reasons. For example, if I had an important project due or needed to take care of personal business.”

Provide an example of a time when you provided exceptional customer service.

Customer service is an important skill for any IT support professional. Employers ask this question to make sure you have the interpersonal skills necessary to work with clients and other employees. In your answer, share a specific example of how you helped a client solve their problem or made them feel more comfortable.

Example: “In my last role as an IT support specialist, I had a client who was having trouble connecting to our company’s Wi-Fi network. After troubleshooting the issue, I realized that he needed a stronger router to connect to his devices. Instead of telling him what he needed, I offered to order it for him so he could use our Wi-Fi until it arrived. He appreciated my customer service and told me he would recommend us to others.”

If hired, what would be your priorities during your first few weeks on the job?

This question is a great way to determine how much the candidate knows about the role and what they expect from their first few weeks. It’s also an opportunity for you to see if they have realistic expectations or are expecting too much of themselves too soon.

Example: “My top priority would be learning as much as I can about the company, its goals and the IT department. I’d want to get to know my coworkers and ask them questions when I need help. I’d also like to familiarize myself with the tools we use so that I’m ready to start working on projects right away.”

What would you do if you noticed suspicious activity on a company’s network?

This question is a great way to test your problem-solving skills and ability to follow protocol. Your answer should include the steps you would take to report any suspicious activity, including who you would report it to and how you would do so.

Example: “If I noticed suspicious activity on a company’s network, I would first document everything that was happening at the time of the incident. Then, I would immediately contact my supervisor or IT manager to let them know what happened. They would then decide whether to call in law enforcement or other security professionals to investigate further.”

How well do you communicate verbally and in writing?

It’s important for an IT support professional to be able to communicate effectively with their colleagues and clients. Employers ask this question to make sure you have strong communication skills. In your answer, show the interviewer that you can clearly speak and write. Explain how these skills help you in your job.

Example: “I am very good at communicating verbally and in writing. I feel confident speaking in front of large groups and presenting information. My written communication skills are just as strong. I proofread all my work before submitting it to ensure there are no errors. These skills have helped me succeed in previous roles where I had to explain technical issues to non-technical people.”

Do you have any experience giving presentations?

This question can help the interviewer determine your communication skills and how you might interact with other employees. If you have experience giving presentations, describe a time when you did so successfully. If you don’t have any presentation experience, explain what you would do if you were asked to give one.

Example: “I’ve given several presentations in my previous roles as an IT support specialist. I find that it’s important to be clear and concise when presenting information to others. In my last role, I was tasked with explaining our company’s new software program to all of the department heads. I created a PowerPoint presentation with bullet points for each feature of the software. The presentation lasted about 20 minutes, but everyone seemed to understand the program well.”

When was the last time you updated your technical knowledge?

This question can help the interviewer determine your commitment to continuous learning. It also shows them how often you update yourself on new technologies and tools that may be useful in their organization.

Example: “I have a subscription to several technical journals, so I usually read at least one article per week. I also attend webinars and online courses about various topics like cloud computing, data encryption and server management. I am currently taking an online course on Linux operating systems.”

We want to improve our customer support processes. Describe a process you would implement to do this.

This question is an opportunity to show your problem-solving skills and ability to make improvements. You can use a past experience of implementing a new process or you can describe what you would do if you were given the chance to improve customer support processes at this company.

Example: “I have worked in IT for five years, and I’ve seen many companies struggle with their customer service processes. In my last job, we had a lot of issues with our ticketing system. We couldn’t see how many tickets each person was working on, so it was hard to know who needed help first. I created a spreadsheet that showed all open tickets and assigned them to specific employees. This allowed us to prioritize tickets based on urgency and helped us resolve issues more quickly.”

Describe your personal philosophy of customer service.

This question is a great way to determine how you will interact with customers. It also shows the interviewer your personal values and what you consider important in customer service. Your answer should show that you value customers’ time, opinions and concerns.

Example: “I believe it’s my responsibility as an IT support professional to provide excellent customer service at all times. I know that many of our clients are not technical experts, so they rely on us for help. I always try to be patient and helpful when answering questions or solving problems. I make sure to explain things clearly so that everyone understands the issue.”

What makes you stand out from other it support professionals?

This question is your opportunity to show the interviewer that you have unique skills and talents. Think about what makes you a great candidate for this role, and highlight those qualities in your answer.

Example: “I am an extremely organized person, which helps me keep track of all my projects at work. I also have excellent communication skills, so I can explain technical issues to clients in a way they understand. Another thing that makes me stand out from other professionals is my ability to multitask. I can handle several tasks at once while still meeting deadlines.”

Which operating systems do you have the most experience with?

This question can help the interviewer determine your level of experience with operating systems. It can also show them which ones you prefer to work with and why. If you have a lot of experience with multiple operating systems, it can be beneficial to mention this in your answer.

Example: “I’ve worked extensively with Windows 7 and 10 as well as Mac OSX. I find that I am most comfortable working with Windows because I feel like I have more control over the system when using it. However, I do enjoy learning new things, so I would definitely be open to learning about other operating systems if necessary.”

What do you think is the most important aspect of troubleshooting?

This question is a great way for the interviewer to assess your troubleshooting skills and determine how you prioritize tasks. Your answer should include an example of what you consider most important when working through issues with clients or coworkers.

Example: “I think the most important aspect of troubleshooting is communication. When I’m working on an issue, I always make sure that my team knows exactly what I’m doing and what I’ve already tried. This helps everyone understand the problem and gives them confidence in me as their support person. It also allows us to work together more effectively because we’re all aware of our roles.”

How often should you perform maintenance on a computer system?

This question can help the interviewer determine your level of experience with computer maintenance. It’s important to show that you know how often to perform maintenance and what kind of maintenance is necessary for a system. Consider mentioning specific instances when you performed maintenance on a system in the past, or if you have never done so before, mention the frequency at which you would perform it.

Example: “I believe I should perform maintenance on a system once every six months. This allows me to check all of the hardware components and make sure they are functioning properly. If any issues arise during this time, I can address them right away rather than waiting until the next scheduled maintenance.”

There is a bug in a new software application that several employees are using. How would you handle this?

This question can help the interviewer understand how you would handle a problem that affects multiple people. Your answer should show your ability to work with others and communicate effectively.

Example: “I would first meet with each of the employees who are using the software application to learn more about their individual experiences. I would then report back to my manager or IT director so they could decide whether we need to delay the launch of the new software until the bug is fixed. If it’s not possible to wait, I would create a list of instructions for each employee on how to avoid the bug as much as possible.”


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