HELP DESK TIER 1 INTERVIEW QUESTIONS

What is Active Directory?

Active Directory is a service by Microsoft that is used to manage, organize and run networks. Active Directory makes it easier for system administrators to find and use information related to all the users and objects in a network.An example would be using active directory to assign new policies to a specific group of users, restricting access to a printer for a specific user, or removing users from a network.

You receive a ticket in which a user's monitor is not working. How will you solve this problem?

I will first check the power cable and then the VGA or DVI cables and ports to rule out any hardware issues. After that, I will connect a spare monitor, if available, to the computer to make sure the monitor itself is not faulty. I will also check the display drivers and video card.

Explain Cookies

Cookies are small text files used to track a user's movement on a website. They are used to save the user's progress, remember their credentials, preferences, and other data items. Cookies are stored on the user's computer.

What is DHCP?

DHCP stands for Dynamic Host Configuration Protocol. DHCP assigns unique IP addresses to hosts. We use DHCP to automate the process of IP address assignments, so that we don't have to manually assign IP addresses to computers or devices in large networks.

Can you explain what is DNS?

DNS translates domain names to IP addresses so that browsers can load internet and network resources for end users.

explain Default Gateway

Default gateway allows to communicate with another computers that are in different network. Some cases default gateway is a router that sends the data over to your local network or modem which moves it over to your isp. Hopefully that makes sense.

What is the difference between FAT32 and NTFS?

FAT stands for file allocation table. It's a relatively older file system that stores data in chunks of 32 bits. Its file size is extremely limited. NTFS stands for New Technology File System. It's a modern file system that supports large file sizes, recovery features, file permissions and hard links.

What is Reverse DNS Lookup and Forward DNS Lookup?

Forward DNS lookup converts domain names to IP addresses, while reverse DNS lookup converts IP addresses to domain names.

What is a PST file and why is it important?

PST stands for personal storage table. A PST file is a file format built by Microsoft that is commonly used to store copies of emails, messages, calendar events, and other data items for applications like Microsoft Outlook. The biggest advantage of a PST file is that it provides you with the portability to transfer your important Outlook data from one computer to the next.

What is a phishing attack?

Phishing is a type of cyberattack usually masquerading as web links, emails, and forms. When a user clicks on the malicious link, the attack initiates, or the user is asked to enter sensitive information like credit card data, passwords, or social security numbers. Example: a user receives a link to sign up for a Bitcoin newsletter. When clicked, the link opens a registration form asking for the user's Gmail ID and password. The user enters the credentials, giving away their secret information to the hackers. As a result, the user's Gmail account is compromised.

How you can you backup Outlook emails?

The best option is to use PST files to take Outlook backups. We can use the Export option in Outlook to get a PST file for Outlook data.

A user complains that their computer clock resets every time they restart their PC. How would you solve this problem?

The most common cause of this problem is a faulty CMOS battery which provides power to Complementary Metal Oxide Semiconductor (CMOS) chip. This chip stores key information like data and time. Replacing the CMOS battery solves this problem

What is the single most important factor that must be present in your work environment for you to be successful, and happily employed?

The most important factor for me would be an opportunity to learn new things and the freedom to think outside of the box. To be given a chance to present new ideas for growth and productivity. To be appreciated when I work hard to remove obstacles in the way of the company's goals and success.

A user complains that their system is running very slow. How would you solve this problem?

The primary reason behind a slow computer is usually lack of sufficient memory. I will start by removing temporary files from the Windows folder. I will also, with the user's permission, delete any unused files and programs that are taking up significant space on the hard disk. I will also run defragmentation tools to optimize space on the hard disk. If the user is facing slow performance while using the internet, I will delete cache from the browser. As a last resort, I'll explore the possibility of upgrading the hard disk to SSD, increasing RAM, or installing a more powerful processor.

Question #13 - What is the purpose of a Logical Drive?

The purpose of a logical drive is to optimize storage performance by making contiguous storage units, allowing them to interact optimally without intervening with irrelevant or unrelated physical units. Logical drives add abstraction in storage, making it easier for the operating system to read from memory.

Question #19 - You are asked by the company CEO to make sure that no employee in the company is able to open Facebook. How will you implement this policy?

There are several ways to do this, but the best one is to implement the restriction using the company's router. First, I will find the IP address of the main router by using the IPCONFIG command. I will type the IP address in my browser to open the router's settings. I will then open the content filter section. I will add the Facebook URL to the content filter option. This will block Facebook for all users.

If a customer calls in saying the audio isn't working on their PC, how would you address the problem?

"Audio is a common problem when deploying new software. I often start by instructing the caller to reboot the computer, as it fixes most minor issues. If audio processes continue to fail, my next step is to confirm if the audio devices have been muted in settings or by any external mute buttons. I ask for confirmation that the speakers are turned on and the volume is at maximum. If it still refuses to work, I suggest plugging a set of headphones into the audio jack and test again. If that also fails, I focus my attention back to internal settings and confirm if the audio devices have check marks and are enabled. Beyond this, the issue may be a corrupted driver."

Question #12 - What is a Logical Drive?

A Logical Drive is a virtual storage unit that exists on a physical hard drive but acts as an independent storage drive.

Question #11 - What is PTR (Pointer Record)?

A PTR record resolves an IP address to a full domain name. PTR records are used to check a server's association with the IP address from where the connection was initiated. PTR is often known as Reverse DNS because a PTR associates an IP with a domain name, opposite to DNS which points domains to IP addresses

How does a VPN work

A VPN builds a private network over a public network with extra encryption to connect users to the private network's resources. A VPN masks the original IP address, identity, and location of the originator of a web request.

Ok. Can you tell me, in a bit more detail, how DHCP works?

A computer runs the DHCP client and sends a broadcast message requesting an IP address. The DHCP server sends an IP address to the computer. The computer accepts the IP address by sending a message back to the server. The server sends an ACK message along with subnet mask, default gateway and other network details.

What is a Cross Cable?

A cross cable is used to connect two devices of the same type. It is usually used when we need to connect two devices in the absence of an intermediary device, such as a switch.

What is the difference between incremental backup and differential backup?

A differential backup only copies those files that were changed since the last full backup. For example, if I take a differential backup of my files today, the backup will copy everything that was changed since the last full backup. The full backup copies all data. An incremental backup copies everything that changed since the last backup. The last backup does not necessarily have to be a full backup.

What is the difference between serial and parallel ports?

A serial port transmits data one bit at a time in serial order, while a parallel port transmits 8 bits at a time

A user is finding it difficult to configure a printer on their computer. How can you help them?

After making sure that the printer is powered on, and the computer is connected to the printer, I will open the "Add Printer" wizard in Windows and select the required printer from the list of available printers. I will use the 'Add a Network, Wireless or Bluetooth' printer option if we are operating in a networked environment. I will also install and update printer drivers if necessary. If the user's computer normally fails to detect their network printer, I will enable 'Network Discovery' and 'File and Printer Sharing' options in the Network and Sharing Center in Control Panel.

A user is unable to log in their computer even when they are typing their password correctly. How can you solve this problem?

After making sure that the user is entering the right username and password, I'll check the network cables and connectivity to ensure that the user is connected to the network. I will also check whether the user is added in the domain. I can also use the "Manage User Account" option by signing in as an administrator to change the password of the problematic account and try signing in again. Running a system file check using the SFC command also helps in fixing this problem. Sometimes corrupt files hamper the sign-in process. Starting the computer in Safe Mode and trying to sign in with a local account, and doing a system restore or a complete reset of Windows can also help to solve this problem

What is boot.ini and when do you use it?

Boot.ini is an initialization file usually found on older Windows operating systems like Windows NT, XP, and 2000. This file contains boot options for computers with BIOS firmware. It is located in the root directory of the primary hard disk drive partition.

How will you make sure that a system is not infected with a virus?

I will use a good anti-virus software to scan the computer for any viruses or malware. I will also look for signs of virus-related problems, including unexplained slow speed, endless pop-ups and spam, functioning of .exe files, PUPs (Potentially Unwanted Programs), unfamiliar programs, and unintended events.

Why do you want to work as a desktop support specialist?

I've loved solving computer problems since I was a child. I remember opening my childhood computer and toys to look at what's going on inside them, and I tried to understand how they worked. I think desktop support provides me an opportunity to refine my problem-solving skills in the area of IT.

What is IMAP?

IMAP is an email protocol. IMAP stands for Internet Message Access Protocol. It manages emails directly on the email server instead of downloading them on the end user device. All modern e-mail clients and servers support IMAP

Describe a situation where you had an angry client or user.

In my previous company, a user was extremely upset with his printer issues. When I contacted him to resolve the ticket, he started yelling and complained that this specific problem has reoccurred for the third time. Without interrupting the user, I kept listening to him and when I got a chance, I ensured him that I understood his frustration and the effect that this problem is having on his productivity. I also assured him that this time his problem would be resolved to his satisfaction and told him that his problem was my priority. When the user calmed down, I started looking into the problem. It was an IP conflict issue that was disrupting the printer configuration periodically.

How do you get the MAC address for a specific NIC

Ipconfig/all command.

Can you explain the difference between RAM and ROM?

ROM stands for read-only memory. It's used to store the start-up instructions for a computer, also known as the firmware. Most modern computers use flash-based ROM. It is part of the BIOS chip, which is located on the motherboard. Random Access Memory. It is the internal memory of the CPU in the form of a hardware device located on the motherboard of a computer. It is designed to store data, programs, and results of a program when a computer is switched on. I

How does a router work?

Routers manage the flow of data to multiple connected network devices. If a packet has to go from Network A to Network D. The router connecting the Network A devices will first identify the best possible path for the packet to get to Network D, or the closest network to the final destination. It does this by using a routing table to determine the best path based on the number of hops to the destination. In simple words, a router sends IP packets to other networks using the best possible path which it identifies using routing tables.

What is Safe Mode?

Safe Mode is used to start a computer in the most basic state. In Safe Mode, the computer does not use autoexec.bat or config.sys files and most of the device drivers are also not loaded. This helps in narrowing down the cause of a specific problem. If a problem is not appearing in Safe Mode, it means the default settings and basic files have no problem, and we should look elsewhere to diagnose the problem.

What is Blue Screen of Death and how do you fix it?

The Blue Screen of Death is a critical error that occurs when the operating system cannot function, and it crashes. Mostly, BSoD problems are related to hardware, kernel, or drivers. Blue Screen of Death errors often show an error code or stop code which we can be used to find out the cause of the problem. To solve this problem, I will first restart the computer. If the computer restarts successfully, I will update all drivers. If the problem persists, I will disconnect all unnecessary hardware to rule out the external causes. I will also boot the computer in safe mode to see if the problem occurs in this basic state as well. Other fixes I can try include, checking the hard disk for bad sectors, system restore, installing updates if available, checking hard disk cables, and using the startup repair option from the boot menu.