IT Support Technician interview questions and answers

"A user says their computer is very slow. What do you do?"

Begin by asking questions: when did it start, is it slow all the time or only with certain programs, and has anything changed recently, such as an update or new software? Then check the common causes. Task Manager shows whether the processor, memory or disk is overloaded, and by which program. Low free disk space, too many startup programs and pending updates are frequent culprits.

Show that you also consider malware, a failing hard drive and simply ageing hardware, and that you would explain the likely cause and the options to the user before making big changes.

"A user cannot print. How do you troubleshoot?"

Establish the scope first: is it one user or everyone using that printer? If everyone is affected, look at the printer itself: power, paper, error messages and its network connection. If only one user is affected, look at their computer: whether the right printer is selected, whether jobs are stuck in the queue, and whether the driver is correct.

Mention practical steps such as clearing the print queue, restarting the Print Spooler service and reinstalling the printer. Finish by confirming with the user that printing works before you close the ticket.

"How would you handle an angry user?"

Stay calm and let them explain without interrupting. Acknowledge the impact on their work, for example "I understand this is stopping you from finishing your report", without arguing about whose fault it is. Then explain what you will do next and when they can expect an update, and keep that promise.

Panels like a real example. Describe a time you calmed a frustrated user, what the problem was, and how the working relationship was afterwards.

"Three tickets arrive: the director's email is not syncing, a printer is jammed, and a whole office has lost internet. Which comes first?"

Prioritise by impact and urgency, not by rank. The office without internet affects many people and should come first. The director's email comes next, because it affects one person but may be time-sensitive. The jammed printer is usually lowest, unless something critical depends on it.

Add that you would tell the waiting users their tickets are logged and when you expect to reach them, because communication is what makes waiting acceptable.

"What would you do if you found personal files while fixing someone's computer?"

Respect the user's privacy. Access only what the repair needs, do not open, copy or share personal files, and do not discuss what you saw. If you found something suggesting illegal activity or a serious policy breach, follow the organisation's reporting procedure rather than acting on your own.

"How do you keep your technical knowledge current?"

Give specific habits: reading vendor update notes, studying for a certificate, practising in a home lab, or learning from difficult tickets by writing up the fix. Panels want evidence that you will keep growing, not a general promise that you enjoy learning.

"Tell us about a problem you could not solve at first."

Choose an example where persistence or escalation mattered. Explain what you tried, how you researched the problem, when you asked for help and what finally fixed it. Show that you know when to escalate, because spending hours alone on a problem a colleague could solve in minutes is poor service to the waiting user.