For Desktop Support L1 Role:

1. Explain the process of reimaging a computer.

2. How do you handle situations where a user is experiencing frequent crashes or blue screens on
their computer?

3. Describe a scenario where you had to resolve a conflict between software applications causing
system instability.

4. Explain how you ensure software licenses are compliant across all desktop systems.

5. Describe your experience with mobile device support (e.g., smartphones, tablets).

6. How do you handle situations where a user is unable to connect their computer to a projector or
external monitor for presentations?

7. Explain your approach to handling user accounts, passwords, and access permissions on desktop
systems.

8. Describe a situation where you had to troubleshoot and resolve issues with peripheral devices
like scanners or cameras.

9. How do you stay updated with the latest operating system updates and patches, and how do you
apply them in an enterprise environment?

10. Explain your process for diagnosing and resolving issues related to slow system startup.

11. Describe a scenario where you had to recover a corrupted user profile on a Windows system.

12. Explain your process for securely disposing of old or unused computer equipment and data.

13. How do you handle situations where a user needs to access files or applications remotely?

14. Describe your experience with disk cloning and system backups.

15. Explain the process of troubleshooting and resolving issues with USB devices not being
recognized by the system.

16. Describe a situation where you had to assist a user in configuring and troubleshooting email on a
mobile device.
 17. How do you handle situations where a user needs to connect to a VPN (Virtual Private Network)
for secure remote access?

18. Explain the steps you take to ensure that desktop systems are protected against malware and
other security threats.

19. Describe a scenario where you had to assist a user in recovering a forgotten password.

20. How do you handle situations where a user accidentally downloads and opens a malicious email
attachment?

21. Explain the process of setting up and configuring dual monitors for a user.

22. Describe a situation where you had to troubleshoot and resolve issues with a computer not
recognizing a specific hardware component (e.g., graphics card, sound card).

23. How do you handle situations where a user needs to recover deleted files from the recycle bin?

24. Explain your process for handling software updates and patches for third-party applications.

25. Describe a scenario where you had to assist a user in recovering data from a corrupted external
hard drive.

For Tech Support Role:

1. Explain your process for diagnosing and resolving issues related to network connectivity on
various devices (computers, smartphones, tablets).

2. Describe a situation where you had to troubleshoot and resolve issues with a user's email not
syncing across multiple devices.

3. How do you handle situations where a user is unable to access specific features or functions
within a software application?

4. Explain your approach to handling software conflicts causing system instability.

5. Describe your experience with remote troubleshooting tools and techniques.

6. Explain the steps you take to diagnose and resolve issues related to printing from different
devices.

7. Describe a situation where you had to assist a user in recovering data from a corrupted file or
document.
8. How do you handle situations where a user is experiencing slow internet speed despite having a
high-speed internet connection?

9. Explain your approach to troubleshooting and resolving issues related to cloud-based services
and applications.

10. Describe a scenario where you had to assist a user in configuring and troubleshooting a VoIP
(Voice over IP) phone.

11. Explain the steps you take to diagnose and resolve issues related to software installation failures.

12. Describe your experience with troubleshooting issues related to video conferencing tools.

13. How do you handle situations where a user is unable to access shared files or folders on a
network?

14. Explain your approach to diagnosing and resolving issues related to mobile apps crashing on
smartphones or tablets.

15. Describe a situation where you had to assist a user in recovering data from a formatted storage
device.

16. Explain your process for handling security-related concerns raised by users (e.g., phishing emails,
suspicious links).

17. Describe your experience with setting up and troubleshooting issues related to virtual machines.

18. How do you handle situations where a user is unable to access specific websites or online
services?

19. Explain your approach to handling software licensing issues for users in a corporate
environment.

20. Describe a situation where you had to assist a user in recovering data from a crashed hard drive.

21. Explain the steps you take to diagnose and resolve issues related to network printing.

22. Describe your experience with troubleshooting issues related to software updates on various
devices.

23. How do you handle situations where a user is unable to access internal company resources
remotely?
 24. Explain your approach to diagnosing and resolving issues related to video playback problems on
computers or streaming devices.

25. Describe a situation where you had to assist a user in recovering data from a virus-infected
device.

For Network Support L1 Role:

1. Explain the process of configuring and troubleshooting VLANs (Virtual Local Area Networks).

2. Describe a situation where you had to diagnose and resolve issues related to network latency.

3. How do you handle situations where a network device (router, switch) is constantly dropping
connections?

4. Explain your approach to handling network congestion during peak usage hours.

5. Describe your experience with configuring and troubleshooting wireless networks.

6. Explain the steps you take to secure a wireless network against unauthorized access.

7. Describe a situation where you had to configure and troubleshoot a site-to-site VPN (Virtual
Private Network) connection.

8. How do you handle situations where a network device is not recognizing or communicating with
other devices?

9. Explain your approach to diagnosing and resolving issues related to DNS (Domain Name System)
resolution.

10. Describe a scenario where you had to implement Quality of Service (QoS) policies to prioritize
network traffic.

11. Explain the process of configuring and troubleshooting routing protocols such as OSPF (Open
Shortest Path First) or BGP (Border Gateway Protocol).

12. Describe a situation where you had to optimize a network for better performance without
investing in additional hardware.

13. How do you handle situations where a network device is not forwarding traffic as expected?

14. Explain your approach to diagnosing and resolving issues related to network broadcast storms.
15. Describe a scenario where you had to configure and troubleshoot network load balancing for
high availability.

16. Explain the process of implementing security measures to protect against DDoS (Distributed
Denial of Service) attacks.

17. Describe your experience with implementing and troubleshooting NAT (Network Address
Translation) on routers.

18. How do you handle situations where a network device is experiencing high CPU or memory
utilization?

19. Explain your approach to diagnosing and resolving issues related to network loops.

20. Describe a scenario where you had to configure and troubleshoot a redundant network
connection for failover.

21. Explain the process of setting up and troubleshooting multicast routing on a network.

22. Describe your experience with implementing and troubleshooting IPv6 in a network
environment.

23. How do you handle situations where a network device is not recognizing new hardware
components (e.g., network interface cards)?

24. Explain your approach to diagnosing and resolving issues related to asymmetric routing.

25. Describe a situation where you had to implement and troubleshoot port security on switches.