Interview on Monday for IT Support Engineer

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Hi

I am working through my MCSE and started applying for jobs. now i got a interview call for IT Support Engineer on monday.

I am giving the job specs below.. could any one list what questions i might be asked in the interview please

1. Job Details
Job Title: IT Support Engineer
Responsible to: Systems Manager
Location: European Head office, London


2. Job Purpose
2.1 Call Logging & Assignment: Answer incoming support calls (email, telephone calls, voice-mail or in person) and accurately identify, diagnose, prioritize, log and dispatch the service requests. Enter technical problems, causes and solutions within the call logging software. Participate in IT Technical Support process by assigning and prioritizing open issues for your geographical responsibility. Track and provide feedback to local IT support & end users on call status and expected resolution timescales.

2.2 Diagnosis: Diagnose desktop/laptop/network hardware and software problems by asking accurate, concise questions in a professional and timely manner. Troubleshoot issues as 1st/2nd level support for problem recognition, resolution and follow-up for desktop (both hardware and software), network, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.

2.3 Escalation: Refer more complex problems to 3rd level support personnel as defined in the help desk business processes.

2.4 Project Participation: Support all identified projects including but not limited to rollouts and upgrades. Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.


3. Key Success Criteria
3.1. Maintain Outstanding Calls at an acceptable level.
3.2. Respond to Local IT support & end users in a prompt timely manner as per agreed SLA’s.
3.3. Respond to and resolve 97% of all calls within the agreed SLA.


4. Person Specification
4.1. Qualifications
Preferably CCNA or MCP Certified.
4.2. Experience
• Minimum two years’ technical experience in an IT support environment. Required proficiency working in a Microsoft / Cisco environment.
4.3. Skills and Competencies
• Knowledge of Microsoft Office Suite, Lotus Notes Client, Ethernet network cabling topology, gateways, bridges, routers, switches and various internetworking LAN/WAN communication protocols including VPN’s. Working knowledge of supported printers, fax machines, scanners, and other hardware peripherals. Ability to install, configure, perform preventative maintenance and troubleshoot hardware problems. Working knowledge of software driver installation and network printer installation. Ability to access and retrieve technical information from on-line services.
4.4. Specialist Knowledge
• Exposure to Citrix, Cisco IOS, and Active Directory would be an advantage.
4.5. Personal Attributes
• Excellent verbal, telephone, customer service, and written communication skills. Strong organizational, time management and troubleshooting/ problem solving skills. Good team player but must be able to work well on own initiative. Willing to work shift hours between 6am & 8pm.

 

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Primarily:

"How much real-world IT experience do you have?"

 

Hiya,

I am an IBM trained laptop and desktop repair technician. I used to do my won business for a while(repairing and installing computers and setting up LAN for home users and troubleshoot all problems) I am very confident in repairing, installation, troubleshooting of computer problems and also give help and support. but i never fased an interview for IT role yet. I am working through to my MCSE which i will finish soon. thanks

 

A favourite from interview that I have been to recently is usually along the lines of

Can you tell us what you do in a typical day?

Seems innocuous but the first time I was asked it threw me as trying to keep it relevant to the current position I'm being interviewed for was difficult that first time. Since then I've been asked it a lot of times

 

Best wishes on the interview and study as much as you can about the company. Try not to talk too much and ask relevant questions at the end when asked. Look and sound interested.

Lastly, don't be shy to say if you like the sound of the job that you'd be an idea candidate for the role if offered.

 

I'm not asking you... I'm saying that's what THEY are going to ask you.

If you don't have any server administration experience, you really shouldn't be pursuing the MCSE at this stage of your career. Microsoft recommends a year of real-world server administration experience before pursuing the MCSE, and I agree with their recommendation. The MCSE would be beyond this job role, anyway.

Have you ever worked in a domain (not workgroup) environment?

The questions they could ask you are as varied as the companies themselves. Every company is different, and each will have questions that are relevant to the job they are trying to fill. In truth, if you are a good fit for the job, you will likely provide good answers to any questions they ask. An interview isn't really something you can cram for...

 

Sounds like you've got good tips already.
Just remember to stay calm and collected - Best of luck at the interview.

 

Theres a few common questions here: http://www.geekinterview.com/Interview-Questions/Help-Desk/Servers

I swear the guy who wrote this article must be conducting my interviews.

Either that or HR bods are extremely lazy and just google for interview questions.

 

Hi

Many thanks for all of you who taken time to help me. could any one tell me the actual "roles and responsibilities of a 2nd line desktop support guy.

I have recieved a mail from my recruitment agent of what questions i might be facing

The interview should last up to 1 hour and will consist of a general discussion around your career history and technical ability- you will be asked to draw a network diagram and several questions around dns, networks, tcp/ip. It's important that you prepare for this interview in an effective manner, do not go to the interview unless you can answer the following questions:

What do you know about the company?

What is your understanding of the role?

Why are you a good candidate?

could any one give me their career history and technical abilities, so that i get a clear understanding of what i should be talking in the interview on monday.

Thanks

 

I'm not trying to be obtuse, but a 2nd line desktop support guy in one company might do altogether different things from a 2nd line desktop support guy in another company. But from the job advert you posted, it sounds like you'll be doing exactly this:

Not sure anyone else is going to be able to summarize it better for that particular job role than the company who is hiring for it!