I have a couple of interview questions I was asked ...

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I had an interview a wee while ago now, but they asked me a few questions I got right, but this question...well they wanted a different answer to what I gave them and I'm interested to know your response so I can see what I did wrong.

The user can't connect to the internet, but is connected to their router properly - I said to contact the ISP after resetting their IP addresses and resetting the router (it still didn't work).

Thanks in advance

Also, can anyone recommend any books for help desk support stuff? I already have a degree in Computing but need some proper questions and answers (I can learn on the way)

x

 

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You haven't verified what's actually happening on the client, they could be connected to the router correctly by cable but there are a couple of things that may not be working.

1. Is the client actually getting an APIPA address or DHCP allocated one?
2. Does the client have a default gateway \ DNS configured correctly?
3. Is there a firewall issue?
4. Is he working in offline mode with his browser?

Never take it for gospel that it's an ISP issue if your told that the user is connected to the router correctly, always check, run a ping, tracert or path ping to check onward connectivity.

 

Going to be perhaps slightly harsh but, if this was in a support role and all you've suggested is a reset/reboot then I'm not suprised you didn't get it. Even if it's not your area you would have been expected to demonstrate a troubleshooting process of some sort or at least information gathering.

I've said it before but IT from the ground up to the top is about solving problems regardless of your level you must make sure you know a process for generic issues. Passing the buck without due diligence at best makes you look silly and at worst costs you money or a job.

If you are doing mainly desktop support I would suggest pursuing a Windows Desktop Cert, don't know offhand the books and details but the respective forum here will help.

 

These are the very situations that the old MCDST used to cover.
Why Microsoft have done away with anything vaguely similar (and, it seems, is moving further and further away from it) really is beyond me.

 

Not much to add to what others have said except to add a point 5 to Simons list.

5. If all of the other points show nothing then also check for an invalid proxy.