Tech & IT Support Interview Questions and Answers

tech support interview question

Working in tech and IT means spending your days leveraging, designing, or supporting the technology that runs our modern world. The industry is fast-paced, cutting-edge, and innovative –– the perfect fit for anyone looking for an exciting and adventurous career. Employment in the tech and IT space is projected to grow 11% between 2019 and 2029, a rate that equates to adding more than 500,000 new jobs. For anyone interested in launching a career in tech or IT, the time is now.

Tech and IT employers look for enthusiastic candidates with the ability to learn and grasp technical concepts. IT support interview questions may also seek to unearth customer service skills. With a solid understanding of what the interviewer is searching for, job candidates can ace even the hardest tech support interview question and get started on this rewarding career path.

Top Tech & IT Support Interview Questions

Below we’ve outlined some of the most common tech and IT support interview questions along with advice on how to answer them.

General Questions

Why are you interested in working in technical support?

With this question, the interviewer is looking to understand a candidate’s motivation and interest in the role. The ideal candidate will answer this question in a way that shows sincerity, enthusiasm for technical support, and an understanding of the importance of the work.

Sample Answer:

I want to work in technical support because it combines three things I love — technology, helping people, and solving problems. I’ve always loved understanding how technology works and am motivated by the idea of using my technical know-how to help make someone’s life easier.

Why are you qualified for this job?

Tech and IT support play an integral role in a company’s success and day-to-day operations. Hiring managers at KUBRA want to know that job candidates have hard skills or transferable skills to succeed in this important role.

When asked this tech support interview question, highlight your educational background, relevant certifications, customer service experience, and experience with technology to show you are qualified.

Sample Answer:

I recently completed my CCENT certification and have an associate’s degree in information technology. I am also fluent in English and Spanish and have experience working with popular tech support tools, including Jira, Zendesk, and Asana.

Where do you see yourself in 5 years?

Though this is one of the most common interview questions across every field, it provides an employer with excellent insight into who their candidates are. Employers are able to learn whether their candidates are eager to learn, excited for their career in the field, and are genuinely interested in the company.

Sample Answer: 

As I grow in this role, I hope to enhance my skills and technical support knowledge to advance in my career. In the next 5 years, I aim to move into a management role that allows me to share my knowledge and help my peers grow as well. There’s always room for improvement and I feel that I can make a positive impact as I move into bigger roles.

What can you contribute to our team that other candidates may not?

This is a candidate’s opportunity to truly express their strengths and what makes them a unique contender. The answer to this question is likely to vary from candidate to candidate, but the answer should reflect skills that the team may not already possess. This allows the team to continue to grow professionally alongside the newly hired candidate.

Sample Answer: 

I believe that my previous experience working as an IT consultant has made me an ideal candidate for this position. Not only do I have an extensive background in the field, but I have exceptional customer service skills that help me clearly communicate with every type of customer. I’m able to adapt my communication style to fit the needs of whomever I am speaking with, both internally and externally.

Behavioral Questions

If you were dealing with a customer who wasn’t very tech-savvy, how would you help them?

This tech support interview question lets an employer know how you are able to handle a variety of customers. Not every customer IT support encounters will understand tech jargon, so it’s important to know how to relay the information in the best way possible for the customer. This question can showcase a candidate’s patience and let an employer know that they respect every customer they work with, not just the ones who are also tech-savvy.

Sample Answer:

When interacting with every client, I always begin by using simple and clear language. Throughout the troubleshooting process, I’ll gauge their understanding of technical jargon and adjust my language usage accordingly. I spend each call carefully walking them step-by-step through the process and ensuring they feel comfortable asking questions.

How do you handle having multiple tasks at a time?

Working in tech support sometimes means juggling multiple problems and tasks at the same time. With this tech support interview question, the hiring manager wants to know you can prioritize tasks and manage your time effectively. At Axon, multitasking is a crucial skill when it comes to managing technical support.

Sample Answer:

To juggle multiple priorities in a tech support role, I rank each task by order of importance. I start working on the most important, time-sensitive problems first. From there, I move to smaller items. Throughout this process, I keep the necessary parties informed.

Do you work best with a team or independently?

This tech support interview question is common in all work environments. While many tech and IT jobs are often done independently, collaboration is key for growing skills and gaining new knowledge. A candidate should feel comfortable working independently but be able to lean on team members when needed.

Sample Answer: 

Personally, I’m adaptable when it comes to working independently or with a team. I am able to complete my tasks in a timely manner and problem-solve as needed independently, but I also have experience relying on other team members when I am unable to complete a task on my own. I think collaboration is essential for learning new skills and helping customers to the best of our ability.

Tell me about a time you had to provide difficult feedback.

This tech support interview question lets an employer know a bit more about a candidate’s communication style. Relaying difficult feedback can sometimes be a challenge for professionals, so it’s important to know how a candidate will handle that situation.

Sample Answer:

Though it’s never easy to give difficult feedback, it’s an essential part of professional growth for both parties. In the times that I have had to give difficult feedback, I remind myself that it’s a learning experience for both myself and the person receiving the feedback. This gives us both an opportunity to grow professionally and learn from potential mistakes. I always approach the situation with a positive attitude and ensure that the feedback is given with a growth mindset.

What has been your biggest accomplishment so far?

Sharing your biggest accomplishment during an interview checks a few boxes on an employer’s list. The first is informing the employer of your definition of success. The second is sharing what exactly those successes are. This can let an employer know what you’ve been able to do for previous employers and how that may translate into their own company’s successes.

Sample Answer:

In a previous role, I was able to work closely with my department to completely revamp our troubleshooting process to make it more customer-focused. Prior to this revamp, it had focused more on the technical aspects that led to miscommunication between our team and customers. With a fresh perspective, I was able to work in more customer-oriented details that helped to reduce miscommunication and leave customers more satisfied.

What is your ideal work environment?

There are a variety of work environments out there, and most professionals have one in particular that they work best in. This will let an employer know whether you’ll fit into their company environment.

Sample Answer: 

I tend to be a bit more collaborative when it comes to work, so I prefer an environment that allows me to work closely with my team. I feel there’s always room to grow, and learning the unique perspectives of my colleagues is a great place to start.

Background Questions

Tell me about a time you went above and beyond to help a customer solve a problem.

This is one of the more customer service-oriented IT support interview questions. According to Indeed, Freedom Financial asks this question to see if the candidate can represent the company well and provide exceptional customer service.

Sample Answer:

I went above and beyond to help a customer resolve an issue she was having with her laptop. She needed to share an important presentation from her laptop in 30 minutes and was distraught because her computer would not turn on. I took her computer and immediately began working to find a solution. When I found the solution, I went to the conference room to personally set up her laptop and ensure everything would run smoothly for her presentation.

What does your previous experience in the field look like?

This is the time for candidates to really dive into their resumes and share more details than what’s on paper. While your resume should cover your most prominent responsibilities and accomplishments, you’ll have the opportunity to share stories or give more insight into your skills with this tech support interview question.

Sample Answer:

My previous experience played a major role in shaping me into the professional I am today. In my last role, I grew exponentially in leadership, taking on tasks that opened up possibilities for professional growth I didn’t think were available in my role. I led brainstorming sessions for new internal operations and shifted our processes to be more customer-oriented for an improved user experience.

Has there been a time you had to deal with conflict at work? How did you work it out?

Conflict is almost inevitable in the workplace. Whether this was dealing with a colleague you didn’t see eye-to-eye with or handling an incredibly difficult client, this question is your opportunity to share how you manage this conflict.

Sample Answer:

As my previous place of employment began to experience tremendous growth, we did have to deal with a few growing pains. Unfortunately, there were a few situations where I didn’t see eye-to-eye with a colleague about how to handle these pains. However, I took the initiative to start an open conversation with these colleagues in order to share our thoughts and calmly come to a compromise.

Tell me about a time you were unable to complete a task and how you handled that.

It’s not unusual to come across a task you’re not prepared to complete. These difficult tasks are part of the growth process. Employers are likely looking for candidates who know their limits and how to move forward with tasks that they are struggling with.

Sample Answer:

There have been a handful of times that I’ve been unable to complete a task on my own. My most recent experience with this was in dealing with the hardware of an outdated computer. At the time, I had minimal experience with this type of hardware and was unsure how to move forward with the repair process. I took this situation as a learning opportunity and sought the insight of a colleague who I knew had worked with that particular style of computer before. They were more than willing to help and I am now able to troubleshoot and repair that computer.

How would a previous manager describe you?

To answer this tech support interview question, candidates must be self-aware of their work performance. This answer may come from previous company reviews or continuous feedback from prior employers.

Sample Answer:

My most recent manager would likely describe me as an adaptable individual. I was and always have been the person willing to take on new challenges and find new ways to complete tasks. This flexibility kept the workday exciting and made me a valuable asset to the team.

Technical Questions

If someone has a problem, what would be your approach to troubleshooting the issue?

As one of GoDaddy’s core beliefs states, employees are customer-obsessed, meaning the work done at GoDaddy makes a huge impact on the success of entrepreneurs everywhere. This tech support interview question unveils a candidate’s ability to follow a logical troubleshooting process. The ideal candidate should describe a reliable method that calls upon technical knowledge, available resources, and customer service skills to solve the problem.

Sample Answer:

My approach to troubleshooting starts with gathering all of the facts. I use these facts to identify the most likely issue. Next, because time is of the essence, I would employ common quick fixes to fix the problem. If the quick fixes do not work, I will do additional research on finding a new solution. I would test these solutions to resolve the issue. Finally, I would test several times to ensure the problem has been solved.

What is BIOS?

This tech support interview question gives employers insight into how extensive your technical knowledge is.

Sample Answer:

BIOS stands for Basic Input/Output System. It is the program that a computer’s microprocessor utilizes to run. It’s also in charge of managing the data flow between the computer and external devices, such as a video adapter or keyboard.

What are the latest Computer Processors?

This lets employers know that you continuously stay up to date on the latest computer technology.

Sample Answer:

As of 2021, one of the latest Computer Processors is Intel’s Core i5-10600K.

Explain the difference between ROM and RAM.

Employers may ask this question to ensure you understand the difference between similar technologies.

Sample Answer:

The RAM, or Random Accessory Memory, is a temporary data storage device. Typically, this is the information currently being worked on. A ROM, or Read-Only Memory, is a more permanent storage device that keeps any important data on hand.

What are the basic hardware components of a computer?

For anyone interested in the tech field, knowing the basic hardware components is essential.

Sample Answer:

The basic hardware components of a computer are the motherboard, processor, RAM, power supply, monitor, keyboard and mouse, soundcard, graphics, hard disk drive, and floppy disk drive.

Maximize Your Tech & IT Support Interview

BestCompaniesAZ works with some of Arizona’s top tech employers and has resources for both job seekers and employers. Explore BestCompaniesAZ to find job opportunities and information about great companies in Arizona. If you’re an employer looking for top tech talent in Arizona, contact BestCompaniesAZ today.

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