Technical support specialists are an important addition to an overall IT team. While an interview should assess technical skills, candidates must also demonstrate the ability to stay calm, and they should have a knack for explaining technical issues to non-technical people. Depending on the structure of the organization, a technical support specialist may provide support to both internal and external stakeholders. This requires an applicant to understand how to prioritize issues among the organization's various teams. What to look for in an answer:

• Focused demeanor and ability to stay calm
• Understanding the pace of the job
• Ability to prioritize and multitask

A technical support specialist helps those who need software, hardware or general technical assistance. An interviewer should understand an applicant's thought process because it comes down to employee retention and customer satisfaction. A business cannot sustain itself without ensuring that an applicant has the ability to contribute to a company's overall growth. Listen for how candidates approach problem-solving, which could indicate whether they are a team player and have good listening skills. What to look for in an answer:

• Attention to gathering facts in a professional manner
• Ability to adapt the process as needed
• Emphasis on efficiency and not blame

By asking this, you gain a clearer understanding of the applicant's background. This could include education, specific technical skills required or other qualifications dealing with customers. Furthermore, you want to ensure that an applicant has experience using software, apps or hardware similar to what your company uses. You also want to ensure your technical support specialist candidate has the ability to learn them. What to look for in an answer:

• Ability to market themselves
• A fit between the company and applicant
• Examples of how they would add value to your organization

Technical skills are only part of the job. An applicant should have technical skills and strong customer service skills. If applicants are slightly stronger on the technical front, do not view that as a negative, especially if they articulate well. Because companies have different methodologies, immersion into the company culture and an understanding of company procedures will likely balance out their skill sets. What to look for in an answer:

• Emphasis on people and technical skills
• Understanding of how the skill sets complement each other
• Logic and empathy

By asking this, you gain an understanding as to why candidates applied to your company; have they done much research into what your organization does? Are they looking for a short-term position or a long-term relationship with your company? This question lends itself to seeing where candidates might see themselves in five years. This is important because a technical support position is often the first step into a company or the IT field. What to look for in an answer:

• Enthusiasm for first-level support
• Ability to see the big picture beyond technical support
• Desire to help people and further their skills