IT Support Engineer Interview Questionnaire

L1 Engineer Interview Questionnaire

General & Behavioral

·       Q: Can you describe your experience in providing IT support in a branch or remote setup?

·       A: I have supported users across multiple branches remotely and onsite, ensuring SLA adherence and timely resolution.

·       Q: How do you prioritize multiple support requests from different branches?

·       A: I assess urgency and impact, then prioritize based on business criticality and SLA timelines.

OS & Device Configuration

·       Q: Walk me through the steps you follow to configure a new desktop or laptop.

·       A: I perform OS installation, driver updates, domain joining, and install required applications.

·       Q: How do you handle MDM installation and BYOD support for mobile devices?

·       A: I follow the organization's MDM policy, install the agent, and ensure compliance for BYOD devices.

Software/Application Troubleshooting

·       Q: What steps do you take to troubleshoot MS Office or antivirus issues?

·       A: I check for updates, repair installations, verify license status, and scan for malware.

·       Q: How do you support users with IDAM/SSO password resets?

·       A: I verify user identity and follow the reset procedure using the IDAM portal or helpdesk tools.

·       Q: Describe your experience with endpoint encryption and auto-update verification.

·       A: I ensure encryption agents are active and updates are pushed via centralized tools like SCCM.

Mobile & User App Support

·       Q: How do you assist users with mobile apps like CBS Biometric or Salesforce?

·       A: I help with installation, configuration, and troubleshooting login or sync issues.

·       Q: What’s your approach to onboarding new users on mobile platforms?

·       A: I ensure MDM enrollment, app access provisioning, and provide usage guidance.

Printer & Peripheral Support

·       Q: How do you troubleshoot print queue issues or install secure printing drivers?

·       A: I clear spooler, reinstall drivers, and configure secure print settings as per policy.

·       Q: Describe your experience with biometric device installation and maintenance.

·       A: I install drivers, test device functionality, and coordinate with vendors for issues.

Hardware & Asset Management

·       Q: How do you handle asset allocation/deallocation and verification?

·       A: I update asset records, tag devices, and verify physical inventory during audits.

·       Q: What’s your process for supporting asset clearance for resigned employees?

·       A: I collect devices, perform data wipe, and update clearance status in asset tracker.

Network & SDWAN Support

·       Q: What is your role in SDWAN or network switch installations?

·       A: I assist with physical setup, cabling, and coordinate with network team for configuration.

·       Q: How do you assist with network rack hygiene and UPS checks?

·       A: I ensure proper cable management, clean racks, and verify UPS battery status.

ATM & Kiosk Support

·       Q: Describe your role in ATM technical support and connectivity testing.

·       A: I check network links, reboot devices, and coordinate with ATM vendor for deeper issues.

·       Q: How do you support passbook printing kiosks and CRM CBS sync verification?

·       A: I verify kiosk connectivity, troubleshoot sync errors, and escalate to CRM team if needed.

Ticketing System & Scenarios

·       Q: Which ticketing systems have you used and how do you manage tickets?

·       A: I’ve used tools like ServiceNow and Zoho Desk to log, track, and resolve incidents.

·       Q: Scenario: A user reports slow system performance. How do you proceed?

·       A: I check system resources, background processes, malware, and optimize startup programs.

·       Q: Scenario: Printer is not responding in a branch. What steps do you take?

·       A: I verify network connectivity, restart spooler service, reinstall drivers, and escalate if needed.

L2 Engineer Interview Questionnaire

General & Escalation Handling

·       Q: How do you manage escalations from L1 engineers across multiple branches?

·       A: I analyze the issue, provide remote support, and coordinate with central IT if needed.

·       Q: Describe a situation where you resolved a critical IT issue remotely.

·       A: I resolved a network outage by guiding L1 through switch reboot and configuration verification.

Advanced Troubleshooting

·       Q: How do you handle complex software issues that L1 cannot resolve?

·       A: I perform remote diagnostics, check logs, and escalate to application teams if required.

·       Q: What’s your approach to urgent whitelisting and Trellix troubleshooting?

·       A: I validate the request, update policies, and coordinate with security team for Trellix issues.

Remote Support & Coordination

·       Q: How do you coordinate with the Bank’s central IT team for remote configurations?

·       A: I raise requests, share logs, and follow up for timely resolution.

·       Q: What tools or methods do you use for remote desktop support?

·       A: I use tools like AnyDesk, TeamViewer, or RDP based on policy and availability.

Warranty & Vendor Coordination

·       Q: How do you manage onsite warranty follow-ups with OEMs like HP, Dell, etc.?

·       A: I log service calls, share diagnostics, and ensure timely engineer visits.

·       Q: Describe your experience in coordinating hardware replacements.

·       A: I verify warranty status, initiate replacement requests, and track delivery.

Network & Late-Night Support

·       Q: How do you support late-night network activities and month-end coverage?

·       A: I stay available for remote support, monitor systems, and assist L1s with issues.

·       Q: What’s your role in SDWAN upgrades and switch configurations?

·       A: I coordinate with network team, validate configurations, and support onsite engineers.

ATM & CRM Support

·       Q: How do you assist in ATM network testing and CRM CBS sync verification?

·       A: I validate connectivity, check logs, and escalate to CRM or ATM vendor teams.

·       Q: What’s your process for troubleshooting card readers and PIN pads?

·       A: I check device drivers, test hardware, and coordinate replacements if needed.

Ticketing System & Scenarios

·       Q: Which ticketing systems have you used and how do you manage escalated tickets?

·       A: I’ve used ServiceNow and Jira to track escalations, update status, and ensure closure.

·       Q: Scenario: Multiple branches report antivirus update failure. What do you do?

·       A: I check update server status, push updates manually, and coordinate with security team.

·       Q: Scenario: ATM goes offline during peak hours. How do you respond?

·       A: I verify network, reboot ATM, check logs, and escalate to vendor if unresolved.

• It is a Full Time IT / Hardware / Network Engineer job for candidates with 1 - 2 years of experience.

More about this Desktop Support Engineer job

1. What is the eligibility criteria to apply for this Desktop Support Engineer job?
   Ans: The candidate should be Graduate and above and above with 1 - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹25000 per month that depends on your interview. It's a Full Time job in Hyderabad.
3. How many working days are there for this Desktop Support Engineer job?
   Ans: This Desktop Support Engineer job will have 6 working days.
4. Are there any charges applicable while applying or joining this Desktop Support Engineer job?
   Ans: No, there is no fee applicable for applying this Desktop Support Engineer job and during the employment with the company, i.e., Renovasion Automation Private Limited.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Desktop Support Engineer role?
   Ans: There is an immediate opening of 40 Desktop Support Engineer at Renovasion Automation Private Limited
7. Who can apply for this job?
   Ans: Only Male candidates can apply for this IT / Hardware / Network Engineer job.
8. What are the timings of this Desktop Support Engineer job?
   Ans: This Desktop Support Engineer job has 09:00 AM - 06:00 PM timing.