First phone interview for a Service Desk Tech and now another. What next ?

I just finished my first personal phone interview ever for a Service Desk Technician. It went well and now I have another interview Friday from their Chief Information Officer who is going to be asking me all the technical questions for this position.
I will be the tech guy that helps uses over the phone and also some in house technical stuff.

So what should I be preparing for? Any advice on what I should know?
Yes this is an Entry level position,but it will also decide my pay scale based on my answers.

Find more posts tagged with

Free for TechExams community: Cybersecurity salary guide

Compare cert salaries and plan your next career move

Button

Comments

puertorico1985

Good luck on your interview. I would say to brush up on your A+ skills, and don't bluff. Be honest, confident (not cocky), and show your personality. Keep us posted, and again, best of luck!

jibbajabba

Gosh it has been a while, but I suppose things like networking issues on PCs (DHCP problems / DNS problems) and the sorts. A good indication would be the job spec ...

Also :
Help Desk Interview Questions
HR: 8 IT Help Desk Interview Questions & Answers
Help Desk Interview Questions and Answers Guide

netsysllc

Here are a few:

What is a layer 8 protocol

Explain the 3 way udp handshake

Here is an actual test I have given for a level 2 tech
1. What is the difference between UDP and TCP and give examples of each?
2. What are the TCP/IP layers?
3. What is the cacls command and how is it used?
4. How do you register a service in windows?
5. What does stop error 0x0000007B refer to?
6. How do you remote desktop into console mode on windows server?
7. What is the Burflags registry setting used for and why would you change it?
8. What is Update Sequence Number (USN)?
9. A domain user is missing their desktop, email and other settings, what do you look for?
10. How do you setup a domain trust on Small Business Server?
11. What is the maximum length of a UTP Ethernet cable?
12. How do you setup Outlook for Outlook Anywhere?
13. What is an MX record?
14. What type of certificate does Exchange 2007/2010 need for proper function?
15. What is a common alternate SMTP port?
16. What tools do you use for malware/virus infected computers?
17. What is the main configuration tool for Exchange 2007/2010
18. Can you give examples of ‘net use’ for mapping a drive and a printer?
19. What is RAID 10?
20. A user is at a remote site and her login took 45 minutes, what is the most likely cause?

broli720

netsysllc wrote: »

Here are a few:

What is a layer 8 protocol

Explain the 3 way udp handshake

Here is an actual test I have given for a level 2 tech
1. What is the difference between UDP and TCP and give examples of each?
2. What are the TCP/IP layers?
3. What is the cacls command and how is it used?
4. How do you register a service in windows?
5. What does stop error 0x0000007B refer to?
6. How do you remote desktop into console mode on windows server?
7. What is the Burflags registry setting used for and why would you change it?
8. What is Update Sequence Number (USN)?
9. A domain user is missing their desktop, email and other settings, what do you look for?
10. How do you setup a domain trust on Small Business Server?
11. What is the maximum length of a UTP Ethernet cable?
12. How do you setup Outlook for Outlook Anywhere?
13. What is an MX record?
14. What type of certificate does Exchange 2007/2010 need for proper function?
15. What is a common alternate SMTP port?
16. What tools do you use for malware/virus infected computers?
17. What is the main configuration tool for Exchange 2007/2010
18. Can you give examples of ‘net use’ for mapping a drive and a printer?
19. What is RAID 10?
20. A user is at a remote site and her login took 45 minutes, what is the most likely cause?

I think you meant tcp. But I would just know the basics. Difference between a router, switch, and a bridge; things like that. I don't believe you need to go into as much detail as this list suggests. For example, number 5. Would you really ask someone that question on an interview?

SlayerX

Here is the job description

Provides technical support of standard computer applications, client workstation software, phone systems, and various operating systems software that includes problem research and resolution.
Responsibilities include the installation, upgrade, and support of company owned personal computers and related hardware/software, phone, and email setup as well as training users in the use of network-based applications.
The position requires an individual with strong communication skills, decision and prioritization ability and the ability to simplify and explain technical concepts to non-technical end-users.
Strong interpersonal skills and a customer service orientation

bobloblaw

Burflags, exchange certificates, USN, and asking what a specific stop error reference?! He's applying for entry level, man. You just spewed gibberish at him.

YFZblu

broli720 wrote: »

I think you meant tcp.

This person was just asking a "gotcha" question - There is no UDP three-way handshake, just like there is no official 8th layer in the OSI model (although some like to say it is the 'human' layer). Anyway, most of the questions that poster provided are ridiculous and wouldn't be discussed in the vast majority of service desk interviews.

broli720 wrote: »

But I would just know the basics.

This - The meeting is with the CIO, so most likely this interview will not be overly technical in nature. Good luck!

About7Narwhal

netsysllc wrote: »

Here is an actual test I have given for a level 2 tech

Did you hate the guy and not want him to succeed? lol

netsysllc

The purpose of the test was to see what level they were at and what kind thought process they have. Even a level 1 tech with some experience should be able to answer 5 of them. Not all of them have correct or incorrect answer.

jibbajabba

If someone would ask me in an interview what a bluescreen reference means, burflags or 8th layer and 3 way UDP handshake, I'd be thinking the interviewer is taking the piss and walk out. Sure you can expect some questions to catch you out (been asked how many storage groups you got in Exchange 2010), but that should be limited to like one question and not half of them. Sorting people out based on bs questions is just silly if you ask me. I am sure you could find more relevant questions and not "which one is faster, blue or red gearbox sand".

jibbajabba

Oh I really wonder how many second line admins even know burflag registry values. I don't think I EVER had to rebuild a sysvol tree.

gbdavidx

Uh, there is no 8 layer protocol...

SlayerX

Lol to all the posts above me. I enjoyed the comments

jibbajabba

gbdavidx wrote: »

Uh, there is no 8 layer protocol...

That's the point

broli720

Personally, if someone had asked me those questions for my first IT job I would have walked out.

bobloblaw

broli720 wrote: »

Personally, if someone had asked me those questions for my first IT job I would have walked out.

Ha! I was trying to be nice, but I really wanted to say the guy who wrote that test is a prick trying to flex his brain boner on entry level applicants.

Back to the OP - You'll be fine. It looks like every other desktop support tech job. I'm assuming it's windows. Wouldn't be a bad idea to maybe check out a Windows desktop tech cert. Those usually cover your basic OS support and entry networking skills. I'll guarantee you that you'll never run the cacls command or manage RAID volumes at that position.

Mike-Mike

jibbajabba wrote: »

the interviewer is taking the piss and walk out.

uhh... what?

I assume that's a UK thing... what's that mean?

About7Narwhal

I would say taking the piss ~ to Mock, insult, belittle.

(all those UK podcasts finally paying off!)