8 IT Support Interview Questions and How to Answer Them

The best way to tackle any job interview is to show up prepared, which can help you feel more confident and create a positive first impression. Part of preparation means understanding the organization and what they're looking for in an employee and understanding what the role you applied for entails. 

Before you head into your next IT interview, consider practicing some typical interview questions to gain a deeper understanding of what interviewers may be looking for when they ask those questions. Use this list of common IT support interview questions as a starting point for your preparations.

Read more: 10 Entry-Level IT Jobs and What You Need to Get Started

IT support interview questions: What to expect

When you interview for an IT support job, you can expect common interview questions, such as what interests you about this field, and more technical questions tailored to the job. Interviewers will want to know if you have a basic understanding of standard software, like Microsoft products, and they want to know about your approach to troubleshooting and the steps you take to resolve an issue. They may also ask about your knowledge of computer hardware and networks. 

In addition to technical questions, employers also ask questions designed to give them insight into your workplace skills. Are you a good problem solver in general?  They'll also want to know about your customer service and interpersonal skills, as many IT support professionals spend their days answering calls and emails from people with technical issues. Prepare to show the interviewer that you are passionate about IT and helping people.   

Read more: 11 Interviewing Skills to Benefit Your Career

1. Why are you interested in IT support?

What the interviewer really wants to know: What motivates you professionally, and do you fully understand what IT support is all about? 

How you should answer: Be honest and sincere but keep it positive. Demonstrate your passion for this type of work and assure the interviewer you have a solid understanding of the function of IT support, which is usually to help people solve their problems with technology.

A good strategy is to mention your passion for technology and helping others. For example, you might say you have always had a technical mind so you're passionate about creating solutions for those who don't. 

Similar questions:  

• Why did you apply for this position?  

• What made you choose this career path? 

• What do you like most about IT support?

2. What are some of the latest processors?

What the interviewer really wants to know: This is a sample of a question interviewers ask to measure your technical expertise and how up-to-date you are on modern technology.   

How you should answer: Questions like this are pretty straightforward, but you’ll want to make sure you answer with the correct information. Add details about each one to demonstrate which technologies you have experience with. You may also consider talking about the importance of staying up-to-date on technological advances when you have an IT support job.  

Similar questions:  

For this question, you can plug any aspect of technology into the sentence instead of “processors.” For example, an interviewer might ask: 

• What are some of the latest or most popular CRM software? 

• Between X and Y, which operating system do you prefer and why? 

• What processor would you recommend for a company of XYZ size? 

3. Explain your approach to troubleshooting an issue.

What the interviewer really wants to know: If you have a troubleshooting process and if it's sufficient for the job. They may also want to see if you're a good problem solver in general and if you understand how having a process affects customer service.  

How you should answer: Troubleshooting is a large part of being an IT support technician, and your potential employer wants to ensure you come prepared. Your troubleshooting process should follow basic steps generally accepted across the IT industry. For example, the Computing Technology Industry Association (CompTIA) has a six-step method that starts with identifying the problem, then establishing a theory, testing it, establishing a plan of action, verifying functionality, and documenting findings and outcomes [1]. A version of this that is adaptable depending on the issues you face is always a great place to start since CompTIA is a leader in global IT.   

It also shows the interviewer that you are a good problem solver. Having a specific plan for fixing issues can speed up the process and result in happy users and customers, which is the ultimate goal. 

Similar questions: 

• What is your approach to problem-solving? 

• How do you respond when a customer or user has a problem?

Read more: 10 Essential IT Certifications

4. How would you calm a user who is frustrated or upset?

What the interviewer really wants to know: The interviewer wants to know how you might respond to that customer if they become upset or frustrated and if you're up for the challenge. This question also provides insight into your customer service skills.   

How you should answer: Dealing with upset customers is universal to many fields beyond IT support, and this is a chance to show off how strong your communication and interpersonal skills are and how they'll impact your job performance. 

Mention that you know how important it is to listen to a customer and make sure they know you understood them by using the correct body language and repeating what they say. Showing sympathy and compassion and apologizing is also essential, as is taking action to find a prompt resolution. Keeping the customer up-to-date and informed during the process can help prove that you want to find a solution as much as they do.  

If you've worked in customer service before, even if it wasn't an IT support job, remember that experience and when you successfully handled an irate customer. You can even mention that particular scenario to the interviewer and explain how you came to a positive resolution. 

Similar questions:  

• Tell me about a time when you encountered a frustrated customer and what you did to calm them and fix the problem.   

• What is your response like when faced with an unhappy customer or user?  

5. What are the differences between routers, switches, and hubs, and how do they work together? How would you explain this to a user?

What the interviewer really wants to know: How strong your technical knowledge is and how well you explain issues.  

How you should answer: This is a basic question any IT expert should know the answer to, so the best way to answer it is to provide the information straightforwardly, as they want to make sure you are on top of the technical skills you'll need for the job. You may find yourself working with a customer or user who needs extra help understanding technical concepts, so you must be able to explain them in a simplified way that makes sense to people who aren’t tech-savvy.  

Similar questions:  

Any similar question will look just like this one, but they may ask you to explain how something else works or what something. Examples include:

• What is a VP? 

• Describe the difference between a workgroup and a domain.  

6. How do you keep your technical skills up to date?

What the interviewer wants to know: Do you recognize the importance of learning continuously and staying up-to-date on technology? 

How you should answer: Technology changes constantly, and when your job is to fix tech problems, staying on top of these changes is essential. Your answer also tells the interviewer about your understanding of the importance of continuous education and what you do to remain up-to-date. 

List websites, magazines, journals, and books you read on the subject. Talk about any courses you take or certifications you've earned. You can also mention any recent experience you've had, such as volunteer work related to IT or even setting up or upgrading your own technology at home or for a friend.  

Similar questions:  

• Do you have any technical certifications?

• How do you remain current when it comes to technological trends?? 

7. Suppose a user's computer audio isn't working, and they call you for help. What do you do?

What the interviewer really wants to know: This question provides a sample of a basic tech support call and shows the interviewer how you'd handle it. It's a chance to show off your technical expertise and problem-solving skills.  

How you should answer: This is your chance to show the interviewer how you work. Run through the scenario precisely as you would handle it as an employee. List the steps you'd take to troubleshoot. 

Similar questions:  

• Walk me through how you'd handle a call about a user's computer audio not working. 

• What would you tell a computer user to do if their audio isn't working? 

Note that this question isn't specific to computer audio. The interviewer could insert any fundamental problem that an  IT support technician may receive, such as a slow computer or a blank screen when they boot Windows. 

8. What was your most significant mistake in a prior position, and how did you move forward?

What the interviewer really wants to know: Do you learn from your past experiences? How do you handle mistakes when you make them?  

How you should answer: You want to be honest when answering this question but focus more on the learning experience rather than the mistake itself. 

Explain the situation and what you learned from it without going into too much detail. Let the interviewer know that you have never repeated the mistake again. You can also mention anything else you may have learned. For example, if a coworker pointed out the error, you can say you gained an appreciation for how vital collaboration is or how important it is to listen to others. 

Similar questions:  

• What do you do when you make a mistake?   

• Tell me about a learning experience you've had at a previous job.  

Preparing for the interview

In addition to practicing IT support interview questions, you can take additional steps to get ready for your interview. Consider practicing some basic introductory questions that are universal across almost all industries. Learn about and practice answering questions with the STAR method. Also, do your research on both the company and the position. Explore these tips in more detail below.

1. Prepare to answer introductory questions.

No matter the industry, you'll always have to answer some basic introductory questions at a job interview, such as "Tell me about yourself," "Why should we hire you over other candidates," and "What are your strengths and weaknesses." Make sure you practice these as much as you practice questions specific to IT support. 

You'll want to keep these answers brief but honest, using them to showcase your skills, education, certifications, work experience, and anything else you bring to the job that other candidates may not. Brainstorm and write down some potential answers before your interview. Rather than recite your skills from your resume, tell a story that showcases them. 

2. Practice your responses using the STAR method.

Learn about the STAR method and use it to practice for your interview. STAR stands for situation, task, action, and result, and the technique can help you tell a story about a particular scenario in your past. It's excellent for interview questions like, “Explain a situation in which you went above and beyond to help a customer" or "Tell me about a mistake you made at a previous job and how you learned from it."  

Start by explaining the situation. Next, explain a task that needs attention. Follow up with the action you took to address the problem and then explain the result. This helps ensure that any story you tell has a beginning, middle, and ending. 

Read more: How to Answer STAR Interview Questions

3. Research the company.

At some point, an interviewer may ask why you chose their company. Even if they don't ask, showing that you took the time and were interested in learning more about the company can set you apart from other applicants and demonstrate your excitement about working there. 

Doing your research can help you, too. You'll learn about the company culture, which might give you more ideas about what to expect during your interview. Luckily, you can find dozens of sources for researching a company, such as its website, social media pages, aggregated news sites like Google News, and employment sites like Glassdoor and Indeed.

4. Know your salary expectations.

Another question an interviewer might ask is what type of salary you expect. Giving the wrong amount could cost you the job or a higher salary. Preliminary research can be a tremendous help. Find out what people in that position in your area make and give a range surrounding that number. If you take this route, let the interviewer know that you did your research and found that to be a competition option but that you can negotiate.

Next steps 

Preparation is critical if you’re applying for IT support jobs, such as an IT support technician. It’s helpful to go through common interview questions and practice your answers. Also, research the company to get a feel for the culture and start formulating questions for the interviewer. 

Continue honing your IT skills and learning more about acing job interviews with the courses, Professional Certificates, and other offerings on Coursera, offered by some of the top institutions in the world. For example, Successful Interviewing, from the University of Maryland, helps with everything from making a positive first impression to answering interview questions. Introduction to Technical Support offered by IBM will help you better understand career basics.