Tell me about your self/Brefi me about your self.

Good morning, everyone. My name is Sameer,. I am basically from Gunter,

I have done Graduation in Computes and 2019 passed out.

Totally I have 1.5 year of experience in desktop support engineer.

I'm currently working as a Desktop support engineer at {Accenter,} where I've been
working on Install, configure and maintain desktop operating systems and software
applications.

Set up and deploy new desktops, laptops, and other hardware components and office
365 operations like user creation, giving access for one drive, giving access for many
OFFICE 365 applications.

Installing different types OS(windows 10,11,Centos6,centos7), resolving the IT

service tickets like VPN installation,Application installation, new User creation,
password expiration resetting. Configuring the Outlook to in client systems.

Solving the ticket like WiFi connectivity tickets, Bluetooth connection related issues,
system upgrades, Security patch upgrades, Office 365 users issues, VPN installation
issues, Software application installation tickets like that worked on many tickets.

Hands on experience for SERVER OS installation, Configuring DNS, DHCP, Active

Directory and Creating local Users/Domain users, joining the new users to Domain.

I have Hands on Experience in the Switch configuration, like VLAN configuration

and making the switch ports UP made as trunk or access of switch ports.
Having on hands on experience in the interconnecting of the switches.

Hands experience creating the AD users and giving the remote access those users.

Hands experience in the Hyper-V configuration and creating Hyper-V VM’s

What is your Roles and Responsibility / what is your day to day Activities.

 Address user tickets regarding hardware, software and networking

 Install, upgrade, support and troubleshoot XP, Windows 7, windows 10 ,
Microsoft office products and any other authorized desktop applications
 Install, upgrade, support and troubleshoot for printers, computer hardware and
any other authorized peripheral equipment
 Responsible for monitoring, operating, managing, troubleshooting and restoring
to service any terminal service client, personal computers (PC) or notebooks that
has authorized access to the network
 Walk customers through installing applications and computer peripherals
 Ask targeted questions to diagnose problems
 Guide users with simple, step-by-step instructions
 Conduct remote troubleshooting

Can u tell me any most Recently worked tickets?

Lost Wifi access after returning from vacation
Windows 11 Upgrade Problem
Verint screen recording not working
Sonicwall Netextender Printer Connection Issue
Local Computer Firewall Settings
Network Backup is not working
RDP disabled, not working

Question: Can you explain DHCP and its role in networking?

Answer: DHCP, or Dynamic Host Configuration Protocol, is a network protocol that

automatically assigns IP addresses and other network configuration information to
devices on a network. It eliminates the need for manual IP configuration, ensuring
efficient use of IP addresses and simplifying network management.

Question: How do you handle a situation where a user's computer is running

slowly?

Answer: I would start by checking for resource-hungry applications or processes

using Task Manager. I'd also ensure that the system has sufficient free disk space and
run antivirus scans. If the issue persists, I might consider upgrading hardware
components or recommending optimizations based on the specific system
requirements.
Question: Explain the steps you would take to troubleshoot a computer that is
not connecting to the internet.

Answer: I would first check physical connections, then verify IP settings and ensure
the correct DNS configuration. If needed, I would attempt to ping the default gateway
and external servers. Additionally, I might check for proxy settings, firewall issues,
and update network drivers. If the problem persists, I would escalate the issue to the
network team.
Question: How do you handle a situation where a user has forgotten their
password?

Answer: I would initiate the password reset process following our company's security
protocols. This may involve verifying the user's identity through security questions or
contacting the IT security team for assistance. Once the user's identity is confirmed, I
would guide them through the password reset procedure.
Question: Can you explain the difference between RAM and ROM?

Answer: RAM (Random Access Memory) is volatile memory used for temporary
storage and quick access by the CPU. ROM (Read-Only Memory) is non-volatile
memory that stores firmware or BIOS. RAM loses its data when power is lost, while
ROM retains data even when the power is off.
Question: How do you ensure data security when disposing of old hardware?

Answer: I would ensure all data is securely wiped from the storage devices using
reputable data erasure tools. Additionally, I would follow the organization's policies
for hardware disposal, which might involve physically destroying hard drives or
sending them to a certified recycling facility.
Question: What steps would you take to protect a computer from malware?

Answer: I would recommend installing and regularly updating antivirus software,

enabling firewalls, and practicing safe browsing habits. Regular system scans,
software updates, and user education on recognizing phishing attempts are also
crucial.
Question: How do you approach prioritizing and managing multiple support
tickets?

Answer: I would assess the urgency and impact of each issue, addressing critical
problems first. I might also consider grouping similar issues to streamline solutions
and communicate transparently with users about expected resolution times. Consistent
documentation ensures that all issues are tracked and managed efficiently.
Question: Can you explain the purpose of Active Directory in a Windows
environment?

Answer: Active Directory is a directory service that stores and organizes information
about network resources, including users, computers, and printers. It allows for
centralized management of these resources, simplifying tasks like user authentication,
access control, and policy enforcement.

1.Who is manufactures of Hard disk?

2.Who is manufactures of RAM?
3.Who is manufactures of Processor? And which is latest processor for desktop and
for servers?
4.What are USB types? Which is the latest Type?
5. What is Windows OS versions for desktop?
6. what are the file systems in windows?
7. which command used check connectivity between two systems? How to check IP
address in windows?
Technical Questions:
What is the purpose of an IP address?
Explain the difference between TCP and UDP.
How would you troubleshoot a computer that cannot connect to a printer?
What is DNS, and how does it work?
Can you differentiate between hardware and software issues when troubleshooting?
Explain the steps you would take to remove malware from a computer.
How do you handle a situation where a user receives a "blue screen of death" error?
Describe the process of installing a new operating system on a desktop computer.
What is RAID, and why might it be used?
How do you recover a file that a user accidentally deleted?

User Interaction and Communication:

How do you approach explaining technical issues to a non-technical user?
What steps would you take to ensure excellent customer service in a support role?
Can you provide an example of a time when you had to deal with a challenging end-
user?
How do you prioritize support requests when dealing with multiple users?
What information would you include in a user guide for common technical issues?
How do you handle a situation where a user is resistant to following IT policies?
Can you discuss a time when you had to resolve a user's issue remotely?
How do you ensure effective communication with team members in different
departments?
Explain the importance of setting up user accounts with proper permissions.
How would you handle a user who is consistently experiencing the same technical
problem?

Problem-Solving and Critical Thinking:

Describe a complex technical issue you successfully resolved.
How do you approach diagnosing a problem when you don't have enough
information?
Can you discuss a time when you had to quickly adapt to a new technology or tool?
How do you keep up-to-date with the latest technology trends in desktop support?
Describe a situation where you had to work under pressure to resolve an issue.
How would you handle a situation where you cannot immediately solve a user's
problem?
Can you provide an example of when you implemented a preventive measure to avoid
recurring issues?
How do you troubleshoot a slow-performing computer?
Describe the process you follow when setting up a new desktop for a user.
What steps do you take to ensure data security during hardware disposal?

General IT Knowledge:
Explain the concept of virtualization in the context of desktop support.
Can you discuss the role of Group Policy in a Windows environment?
How do you ensure software licenses are compliant in an organization?
Describe the difference between a firewall and antivirus software.
What is the purpose of a proxy server, and how does it impact desktop support?
Explain the concept of a VPN and its significance in remote desktop support.
How would you assist a user in accessing their work email on a mobile device?
What are the potential security risks of using public Wi-Fi for work-related tasks?
How do you stay informed about software updates and patches for desktop
applications?
Describe the process of setting up automated backups for user data.

Behavioral Questions:
Can you discuss a time when you successfully collaborated with team members to
solve a problem?
How do you handle a situation where a user is frustrated and upset with a technical
issue?
Describe a situation where you identified an efficiency improvement in desktop
support processes.
How do you balance the need for quick issue resolution with the importance of long-
term solutions?
Can you provide an example of when you had to handle multiple priorities
simultaneously?
How do you handle feedback, whether positive or negative, from end-users?
Describe a time when you had to escalate an issue to a higher-level support team.
How do you prioritize your professional development in the field of desktop support?
Can you discuss a situation where you had to handle sensitive or confidential
information?
How do you maintain a positive and collaborative attitude in a team-oriented
environment?
Remember to use the STAR method (Situation, Task, Action, Result)