Covered off previous experience in a 2nd line support role, basic 1st, 2nd and the odd 3rd line support questions to probe knowledge.
2nd Line Support Interview Questions
47 2nd line support interview questions shared by candidates
Q: Where do you see yourself in 5 years
1. How did you end up in a support role, considering a different education? 2. How come you listed so many languages on your CV — did you study them at university? 3. Do you think you were good at your last job, and how do you know that? 4. What could make you quit this job? 5. What signs of poor health would make you leave this job? 6. How do you manage stress at work? 7. How do you manage stress outside of work? 8. Are you prepared to work under constant high stress? 9. How well do you handle multitasking — for example, answering 2–3 calls at the same time while fixing multiple issues? 10. What’s more important to you: following instructions or going with the flow? 11. What do you do when a customer refuses to wait for a bug to be fixed? 12. How do you handle a customer who is yelling and emotionally unregulated? 13. What do you do when a customer is pressuring you for an immediate answer? 14. Have you worked in a team before, or mostly on your own? 15. How did you find the CAE English exam? What was the most difficult part for you? 16. Why do you enjoy the technical support role? 17. What do you like about our company? 18. What do you know about our company? 19. How do you feel about seeing detailed oral surgery scans multiple times a day? 20. How do you feel about answering phone calls non-stop all day? 21. Do you prefer email communication or phone calls? 22. What do you do if a customer urgently needs an answer and you don’t know it? 23. How do you identify whether you've encountered a bug? 24. You mentioned that you enjoyed writing knowledge base articles at your previous IT job — how and why are these “side tasks” so important to you? The Only "Technical" Questions Were Role-Play Scenarios: 1. Imagine you receive a call from a dentist with a bleeding patient in pain. The dentist can’t finish the surgery because a machine is broken. How would you assist them? 2. Imagine I’m a customer who can’t log in to their work computer. There’s no other device available, and the registration app is frozen, showing only a spinning circle. He can't enter his credentials either. Guide me step by step through the troubleshooting process.
Q2. A User recieves a message attachment from facebook and after opening the attachment the users device stops working correctly. Tell me what you would do?
Q3. Describe to me how you would problem manage a users issue?
Nearly all behavioural questions during the inerview.
"What would your boss say if you left", "what type of customers do you dislike", "what do you not like to do", "do you get on well with the people you work with at the moment", "what kind of people do you like to work with"
How I would deal with difficult users when under pressure to resolve multiple issues
Basic IT question DNS, DHCP, AD, How to ping Server
1) Why you want to work at EY
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