Telephone Interview - 1st/2nd Line Support

leviathan

Deleted_User wrote: »

Here's some random questions I can think of...

A user complains the AutoArchive feature is not archiving all emails as expected - why might this be?

The user turned it off. Turn it back on again.

A box pops up asking for a username/password when accessing any web page - why might this be?

User accessing something they shouldn't be looking at. Probably !!!!!!.

Deleted mails are not sync’ing with the director’s blackberry correctly - why might this be?

Director is an IT idiot but will likely bring IT support desk to it's knees looking after thim so he can read the footballs scores on his blackberry at the golf course.
He probably didn't turn it on but will waste your time looking for something else before it magically starts working again. He wont admit it.

To be honest they could ask you anything - really is pot luck. They'll also be assessing your telephone manner as let's face it, you're providing telephone support!

Indeed. Calm, collected, not easily flustered, able to talk in terms which total morons can understand.
Mainly, for 1st line, to put your self in their position and think like an idiot.
First question, is it turned on. Second question, have you rebooted it. Seriously

I progressed through IT to not having to deal with customers and then got a contract as an "all comer" support person. Trying to remember that the lack of a network connection isn't because spanning tree has failed somewhere in the building, but rather they snagged the cable with their feet takes a little time

Last time I had an IT phone interview (about 2years) I was asked about MS DOS!! I still use it now TBH.

Know your google-foo

[Deleted User]

sho_me_da_money wrote: »

Can i have some more please David?

Thanks

There's really no point. I could ask you 100 questions and none of them come up. All the advice (well most) given above is great so just read it and try and try your best to follow it.

If you've got some spare time, read the 70-270 book. If you've not got that then maybe things like this (Technotes, half way down):

http://www.techexams.net/microsoft/70-270.shtml

PasturesNew

Whatever they ask, just tell them to reboot and hang up.


(P.S. Tongue in cheek, I've worked in IT since 1986 and did 10 years of 1st/2nd line support)