Desktop support engineer Interview Questions
Whether you are preparing to interview a candidate or applying for a job, review our list of top Desktop support engineer interview questions and answers.
- Why did you choose to become a desktop support engineer? See answer
- Describe your daily routine in your last role as a desktop support engineer. See answer
- How do you boot up an OS in safe mode? See answer
- In your last role, what protocols did you follow to create support-ticket logs and records? See answer
- When two employees request your help, how do you choose which support task to prioritise first? See answer
- Tell us about your troubleshooting process. See answer
- What do you prioritise more- technical knowledge or interpersonal skills?
- As a desktop support engineer, how do you help workers to solve simple issues that require action on their end?
- Describe your experience with complex IT integration projects.
- Has there been an instance where you could not resolve a technical problem? How did you manage the situation?
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Why did you choose to become a desktop support engineer?
This question can help you to gain insight into the candidate’s motivation for becoming a desktop support engineer. Are they attracted to your company because of the benefits you offer or do they genuinely desire to solve problems as a desktop support engineer?
What to look for in an answer:
- Knowledge of the industry
- Passion for the role
- They are clear about the role’s responsibilities
Example:
I chose to become a desktop support engineer to pursue my passion for computers and helping people’s problems. While some might take technical knowledge for granted, I can help the company’s operations and clients’ businesses by keeping their systems running smoothly.
Describe your daily routine in your last role as a desktop support engineer.
A desktop support engineer has versatile IT skills which help in addressing software, hardware, and networking issues. This question enables you to learn about the candidate’s daily routine as a desktop support engineer and whether their skill set and work ethic are compatible with your company’s needs.
What to look for in an answer:
- Experience solving complex IT issues
- Expertise in network designs and integration
- Dedication and diligence
Example:
As a desktop support engineer in my last role, I was responsible for troubleshooting network, software, and hardware issues around the workplace. I would create a schedule that would allow me to prioritise and complete requests in a time-efficient manner.
What do you prioritise more- technical knowledge or interpersonal skills?
While a desktop support engineer needs to be technically proficient, they also need good interpersonal skills. This question helps you to understand a candidate’s priorities while working as a desktop support engineer.
What to look for in an answer:
- A refined understanding of the role
- Technical proficiency
- Strong interpersonal skills
Example:
A successful desktop support engineer needs to have a balance of technical knowledge and communication skills. While technical expertise enables me to resolve IT issues effectively, I rely on my communication skills to understand my co-workers’ grievances and assure them while fixing their problems.
How do you boot up an OS in safe mode?
Windows is a popular operating system, and this question helps you to test if the candidate knows the basic steps behind troubleshooting a malfunctioning system.
What to look for in an answer:
- Knowledge of operating systems
- Conceptual clarity
- Practical application of the concepts
Example:
Booting a system in safe mode can help to access the system sometimes when the operating system is not booting up. To boot a system in safe mode, we close all the applications and restart the computer system. Then we repeatedly press the F8 function key till the screen shows booting options. From there, we can select safe mode and boot the system.
As a desktop support engineer, how do you help workers to solve simple issues that require action on their end?
Often a desktop support engineer needs to communicate with their co-workers and guide them to solve relatively simple computer issues. This question helps you to learn if the candidate can instruct their co-workers to resolve their problems effectively.
What to look for in an answer:
- Strong communication skills
- They are experienced in guiding people through issue remediation steps
- Skilled at resolving IT issues
Example:
In my last role, I was the go-to person for all IT-related issues, as I would effectively guide workers through simple processes by offering step-by-step instructions to solve their queries.
In your last role, what protocols did you follow to create support-ticket logs and records?
A desktop support engineer must follow an employer-directed protocol to create support-ticket logs and records. This question can help you to determine if the candidate’s process of creating support-ticket logs can help you effectively address IT problems at your company.
What to look for in an answer:
- They understand the importance of protocols and record-keeping
- Critical thinking and problem-solving skills
- They can effectively communicate technical details to non-technical employees
Example:
I believe that following a protocol streamlines my efforts to troubleshoot IT issues at a company. In my last organisation, the protocol for managing all support tickets needed me to create a log of all service calls and support tickets alongside recording details regarding the issue and my steps to fix it.
Describe your experience with complex IT integration projects.
A desktop support engineer is required to assist with complex IT integration projects like installing new workstations and establishing new network designs. This question helps you to gauge the candidate’s experience with such projects and if they can help in establishing IT configurations at your company.
What to look for in an answer:
- Experience installing network designs
- They can collaborate with other IT specialists
- Experience installing hardware, software, and network peripherals
Example:
In my previous role, I have worked closely with administrators and helped team members to install and establish new workstations, network designs, and software applications for new employees. This experience can help me to ensure the seamless integration of IT configurations at your company.
When two employees request your help, how do you choose which support task to prioritise first?
A desktop support engineer can sometimes get overwhelmed dealing with multiple support requests simultaneously. This question can help you understand how the candidate will prioritise support requests in a timely and effective manner that allows the organisation to run seamlessly.
What to look for in an answer:
- They can efficiently solve problems
- Communication skills
- Time-management
Example:
When faced with multiple support tickets, I’d prioritise tasks according to their urgency. In my previous role, an employee needed access to a company’s database. Meanwhile, at the same time, I received a request to help another employee recover their Powerpoint presentation right before their meeting. So, I helped them recover the presentation first and then proceeded to help out the other employee to access the requested database.
Tell us about your troubleshooting process.
This question can help you to gain insight into the candidate’s process to resolve IT issues and evaluate if their troubleshooting process fits your company’s needs.
What to look for in an answer:
- Ability to diagnose issues
- Problem-solving skills
- Flexibility and adaptability
Example:
First, I gain as much information as possible about the problem. After identifying the problem, I begin to deploy standard solutions to fix the issue. However, if the problem persists, I employ advanced tools to diagnose the issue and research it extensively. After resolving the issue, I perform the necessary repairs and take steps to ensure that the problem does not exist anymore.
Has there been an instance where you could not resolve a technical problem? How did you manage the situation?
Sometimes, a desktop support engineer may need help to resolve an issue effectively. This question helps you to learn if the candidate is a team worker who proactively seeks help when they get stuck while troubleshooting.
What to look for in an answer:
- Honesty and self-awareness
- Communication skills
- They are a team player who is open to collaboration
Example:
Once, while attempting to format a system that was infected with malware, I was unable to fix the system despite using all of my advanced tools. The system’s hard drive contained sensitive issues, so I prioritised the issue and sought help from my co-workers. One of them suggested a tool that helped me eliminate the malware while still retaining valuable files. That’s why I believe we should always look to work as a team and be open to feedback and suggestions.
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