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Technical Support Interview Questions

Edited by Indeed Employer Content Team
Last updated November 18, 2024
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05Technical support specialists provide assistance to customers experiencing technical, software and/or hardware problems. Technical support duties and responsibilities typically include answering customers’ technical questions via phone and email, and diagnosing and troubleshooting various technical issues.

When hiring a technical support specialist, look for ​​basic software skills such as CRM and Microsoft products, creative problem solving skills and the ability to explain complex topics to people who aren’t tech savvy. Great candidates for your technical support role may also have customer service experience, strong interpersonal skills and basic to advanced troubleshooting skills.

Ask a few of the following interview questions to get a better sense of a candidate’s technical support skills and experience.

Whether you are preparing to interview a candidate or applying for a job, review our list of top Technical Support interview questions and answers.

  1. Why did you want to work in our IT department? See answer
  2. What makes you qualified to provide tech support? See answer
  3. What is your troubleshooting process? See answer
  4. Describe a time when you went above and beyond to help a customer and how your behavior impacted the situation. See answer
  5. Is technical knowledge or customer support more important? Why do you think so? See answer
  6. Are you comfortable using imaging software? See answer
  7. How would you help a customer if they were unhappy with the speed of their computer? See answer
  8. What strategies do you use to reassure a stressed or frustrated client? See answer
  9. What made you get into 405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05Technical support?
  10. How do you communicate with customers who aren’t tech-savvy?
  11. What does BOIS mean and what role does it serve in computer networking?
  12. How do you communicate with customers who aren’t tech-savvy?
  13. What are the steps you would take to put together a PC?
  14. Explain the purpose of software drivers and describe how they work.
  15. How do you decide when to escalate a ticket to higher-tier support staff? What would you tell a client if you needed to escalate their support request?
  16. What would you do if a client could not access a file and needed it right away?
  17. What are the seven layers of the OSI web architecture model?
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Hire your next Technical Support today.

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Hire your next Technical Support today.

Post a job
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines
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12 Technical Support Interview Questions and Answers

Illustration of an IT representative sitting behind a computer screen. A floating screen with a separate individual hovers above the IT reps screen. A frustrated expression is on the client's face. Text reads:

What made you get into 405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05technical support ?

This question can help you gain a better understanding of the applicant’s individual motivations. What to look for in an answer:

  • The candidate has a passion for technical support
  • The candidate comes off as honest and sincere
  • The candidate understands the bigger purpose of technical support
Example:

“I decided to go into technical support because I’ve been fascinated by technology all my life, and I also love working with people. I want to use my technical know-how to directly solve issues customers are having. I want to be the person that makes life easier and more enjoyable for folks who’ve run into a problem.”

Why did you want to work in our IT department?

This question helps you measure employee commitment. What to look for in an answer:

  • The candidate understands your company’s mission
  • The candidate shows how working for the company aligns with career ambitions
  • The candidate knows about specific endeavors your company is undertaking now
Example:

“I applied to your company because your team is making life easier and more enjoyable for millions of people. The scale of your work is tremendous, and I feel like my work here can have a real positive impact. I also love the company culture and how there’s a focus on teamwork and collaboration.”

What makes you qualified to provide tech support?

With this question, you can hear about the applicant’s education, experience and other qualifications and skills in more detail. What to look for in an answer:

  • The candidate demonstrates how they stand out from other applicants
  • The candidate shows how they can be a valuable asset to the company
  • The candidate shows what specifically makes them a good fit for the company
Example:

“I feel that I’m qualified because I have a bachelor’s degree in computer science. I have advanced skills with customer support tools like Zendesk. Also, I have five years of experience as a technical support specialist in the software industry. I know your company operates on global scale, and I can provide support in both English and Spanish.”

What is your troubleshooting process?

The goal of 405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05technical support is to provide help and advice to customers about products. You must understand how applicants go about solving customer issues because it’s crucial to customer retention and business success. What to look for in an answer:

  • The candidate goes through the troubleshooting process correctly (from fact gathering and diagnosis to solutions)
  • The candidate has a thorough yet adaptable troubleshooting process
  • The candidate emphasizes solving customer needs as quickly and effectively as possible.
Example:

“I first gather info and facts from the customer, then identify and verify the issue. Next, I try common quick fixes. If that’s not successful, I use additional resources to research the issue. Once a solution is found, I perform appropriate repairs or replacement if necessary. After the solution is implemented, I test thoroughly to ensure everything is OK.”

Describe a time when you went above and beyond to help a customer and how your behavior impacted the situation.

Many situations require more help than just a quick fix. You should want applicants that can recognize and solve new or unknown problems. What to look for in an answer:

  • The candidate is willing to go the extra mile for customers
  • The candidate has the ability to look at a problem from many perspectives
  • The candidate can work with others to develop a new solution or fix
Example:

“At my previous company, I remember one customer had an issue that kept happening. The common fixes we were using were only temporarily solving the problem. After doing a bit of research, I was able to design and develop a new solution. I called the customer personally and implemented the repair.”

Is technical knowledge or customer support more important? Why do you think so?

405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05Technical support specialists must have the right mix of technical and people skills. What to look for in an answer:

  • The candidate uses reasoning and logic (there is no correct answer, as it’s an opinion question)
  • The candidate views both skills as important, even if they choose one skill over the other
  • The candidate understands how both skills play a role in the job
Example:

“First, let me say that customer service skills are very important. You must be able to empathize with people and address their needs. Good communication is crucial. With that said, I have a technical background, and I understand the amount of knowledge you need to actually solve issues. Technical skills are more important because, without in-depth knowledge of the hardware and software, you won’t be able to efficiently do your job.”

How do you communicate with customers who aren't tech-savvy?

A technical support representative interacts with clients of different skill levels and may need to provide troubleshooting instructions to people who aren't familiar with computers and technical jargon. Successful 405671931it support7.67it6.42help desk5.57technical support4.05information technology3.731278681503947.2523.6251.55HOURLY453405162025-09-012025-09-302025-08-012025-08-312025-10-05technical support resolves complex computer issues with basic instruction and attentive customer service. This question assesses a candidate's strategies for explaining concepts to their clients and guiding people through the troubleshooting process in an effective, direct way. A successful response should demonstrate:

  • Empathy and respect for clients at all skill levels
  • Patience and self-awareness when determining an approach
  • Creative problem-solving abilities
A successful answer could look like:
Example:

"When I interact with clients, I always use simple, clear language that the average person would understand. As I guide them through the troubleshooting process, I ask specific questions about what they see so that I can interpret their problem myself. Throughout the process, I make them feel comfortable by narrating the actions I take and explaining why we are taking each step. If a customer still doesn't understand, I re-phrase my requests in different ways until I find an approach that works with their communication style."

Are you comfortable using imaging software?

Imaging software plays an important role in data management and system restoration, especially for users handling large data volumes or managing multiple systems. an with these tools significantly improves efficiency and reliability. This question evaluates a candidate's familiarity with imaging software and their ability to leverage it effectively in various scenarios. A strong response should demonstrate:

  • Awareness of the practical applications of imaging software in system and data management
  • Adaptability in tailoring approaches based on specific use cases or user expertise
  • Problem-solving skills to address challenges in utilizing imaging software effectively

A successful answer could highlight experience with imaging tools and the ability to apply them strategically to enhance workflows.

Example:

  "Yes, I’m comfortable using imaging software for tasks like data management and system restoration. I’ve used it to create backups and deploy system setups across multiple devices, improving efficiency. When issues arise, such as compatibility or corrupted images, I troubleshoot by adjusting settings or testing alternatives. I adapt my approach based on the specific task or user needs, ensuring the software is used effectively to streamline workflows and maintain system reliability."

How would you help a customer if they were unhappy with the speed of their computer?

A technical support representative often encounters clients frustrated by slow computer performance, requiring both technical expertise and excellent interpersonal skills to address the issue effectively. This question assesses a candidate's ability to diagnose and resolve performance problems while maintaining a positive customer experience. A successful response should demonstrate:

  • Empathy and active listening to understand the customer's concerns fully
  • Systematic troubleshooting to identify and address potential causes of slow performance
  • Clear communication to explain technical concepts in an understandable way
  • Proactive solutions to prevent similar issues in the future
A strong answer might include steps like walking the customer through closing unnecessary programs, checking for malware, optimizing startup processes, or suggesting hardware upgrades if necessary—all while ensuring the customer feels supported and valued.
Example:

"If a customer is unhappy with their computer's speed, I’d first listen to their concerns and ask about when they notice the slowness. I’d then guide them through basic troubleshooting, like closing unnecessary programs, clearing the cache, and running a virus scan. If the issue persists, I’d check for software or hardware issues, such as a high number of startup programs or limited RAM. Throughout the process, I’d explain each step clearly and reassure them that we’ll find a solution, maintaining a calm and helpful approach to ensure they feel supported."

What does BIOS mean, and what role does it serve in computer networking?  

Understanding the role of BIOS (Basic Input/Output System) is essential for technical professionals, as it is a foundational component in computer functionality and, indirectly, networking. This question evaluates a candidate's technical knowledge and ability to explain complex concepts straightforwardly. A successful response should demonstrate the following:

  • Technical accuracy in defining BIOS and its primary functions
  • The clarity in communication to make the explanation accessible to someone who isn't a tech support professional
  • Insight into networking relevance by connecting BIOS to its role in enabling hardware and initializing systems
A good answer might include a clear definition of BIOS, its role in booting a computer and configuring hardware settings, and how it enables network functionality.
Example:

"BIOS (Basic Input/Output System) is firmware that initializes hardware during the boot process and provides a low-level interface between the operating system and hardware. In computer networking, BIOS can be crucial for enabling network adapters, supporting PXE boot for remote installations, and configuring system settings that impact network functionality."

How do you decide when to escalate a ticket to higher-tier support staff? 

Effective ticket escalation is an essential skill in technical support, ensuring that complex issues are resolved without compromising the client experience. This question can help you understand a candidate's judgment in identifying when escalation is necessary and their communication skills in handling the process. A successful response should demonstrate the following:

  • Analytical skills to recognize when an issue exceeds their expertise or authority
  • Collaborative mindset to ensure a seamless handoff to higher-tier support
  • Transparent communication to manage client expectations and maintain trust
A strong answer might include a clear explanation of the decision-making process, such as exhausting all known troubleshooting steps or identifying indicators that require escalation. Additionally, it would highlight how to inform the client politely, explaining the benefits of involving specialized support and reassuring them that their issue remains a priority.
Example:

"I escalate a ticket when the issue exceeds my expertise or authority, or if I’ve exhausted all troubleshooting steps without resolution. When escalating, I inform the client by explaining that their issue requires specialized attention, reassure them that it’s a priority, and provide an estimated timeline for resolution, ensuring they feel supported throughout the process."  

What strategies do you use to reassure a stressed or frustrated client?

Handling stressed or frustrated clients is often an aspect of technical support, requiring patience and effective communication. This question evaluates a candidate's ability to handle tense situations while delivering exceptional service. A successful response should demonstrate the following:

  • Empathy and active listening to validate the client's feelings and concerns
  • Calm and reassuring communication to diffuse tension and build trust
  • Problem-solving focus to shift the conversation toward solutions
A strong answer might include strategies like acknowledging the client's frustration, using a calm tone to guide the interaction, and providing clear, step-by-step assistance. It could also highlight offering regular updates on progress to ensure the client feels informed and supported throughout the process.
Example:

"I reassure stressed clients by actively listening to their concerns, acknowledging their frustration, and maintaining a calm, empathetic tone. I focus on providing clear, step-by-step solutions, offering regular updates, and ensuring they feel supported and confident that their issue will be resolved."

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Get the Guide

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