General job description of desktop support engineer:
- Desktop engineers typically maintain hardware equipment and responsibility for software configuration and licensing information. Knowledge requirement will include but not limited to the following –
Windows Operating systems, Windows Servers, Active Directory, DNS, DHCP, TCP/IP, Office System, network Peripherals, Anti Viruses, Firewalls, PC building/configuration issues and Management system.
- The most important competencies required are: Customer service, problem solving, communication skills and multi-tasking.
- Highly motivated and pro-active individuals are most suitable, in order to provide excellent help desk support to customers; company employees and/or company subscribers.
- Requires at least minimal experience in problem diagnosis and fault resolution.
- Desktop engineers operating help desks are responsible for providing user advice, guidance, and assistance regarding common desktop applications.
This article covers sample job interview questions for technical desktop support engineers (also called help desk engineers) and provides tips on answering these questions.
Interview Questions and Answers
for Desktop Support Engineer Position
► Question: Discuss your daily routine as a desktop engineer.
Answer: Relate examples of support to employees on their desktop systems, including network servers, desktop computers, printers, laptops etc.
► Question: What is your specialty? Have you provided desktop support for hardware, software or both?
Answer: Are you Microsoft/Cisco certified? If you are, give details. Speak about the procedures you follow to test/maintain equipment and software operation. Discuss any courses you have taken or manuals and processes you have studied, and more so, applied practically.
► Question: Have you tested network and desktop systems? Have you de-bugged computerized systems?
Answer: In your answer, describe the process you took to identify and solve problems that affect computer systems. Provide examples if necessary. Tell how you test/trouble-shoot computers to ensure they function properly.
► Question: Describe physical setting up of hardware and software systems installation for various applications and programs.
Answer: Relate your experience in installing and testing computer systems and ensuring their proper function.
► Question: Have you upgraded computer systems or offered recommendations on upgrades needed?
Answer: Describe a major upgrade in which you were heavily involved. A success story. Something you’re proud about. Explain the step taken to ensure smooth upgrade. Rehearse, don’t memorize; be clear and succinct.
► Question: Have you trained or coached employees on computer systems?
Answer: If yes, report on the training programs you’ve designed and implemented for staff. Detail the manner in which you directed them regarding operation of computer hardware/software systems.
► Question: Are you a team player? Did you generally work in a team to solve problems? Do you worked independently as well?
Answer: As a desktop engineer you must have the ability to work with others and alone. Describe how you have worked with your staff members to determine solutions to major issues. Impart as well your own individual assessments to identify minor failures and how you’ve used your communication skills to consult others for solutions to problems beyond your specialty.
► Question: Have you been responsible for purchasing new computer systems for your organization?
Answer: If yes, explain how you’ve worked with vendors (suppliers) and with the procurement department. Explain methods used to assess future computer needs in the organization.
► Question: Describe other duties you undertook that were beyond the scope of your work. Have you interacted with the IT staff?
Answer: Communicate your ability to handle different tasks and challenges. Show how you are well versed with special systems and communicate with professionals in your area of expertise. Include coordinating with Information Technology professionals to enhance system communication, peripherals and network operation. You may also relate your experience in installing computer performance monitoring equipment.
IT / Technology Job Interviews