Professional Documents
Culture Documents
1. What are the types of Operating System ?2. Give examples of NOS (Network Operating System) and SOS (Server Operating System)3.
Difference between FAT and NTFS4. Enhancements in Windows 2003 from Windows 20005. Enhancements in Windows 2003
from Windows NT6. What is Active Directory ?7. Types of Firewall8. Difference between Hardware and Software Firewall9.
Name the seven layers of OSI model10. How to enable Firewall in Windows XP?11. How to Disable Firewall in Windows XP?12. Minimum
System requirement of Windows XP, Vista, 2003 and 200813. Explain ping command14. Explain Cookies15. How to boot the computer
in Safe mode16. Types of printer 17. Explain Last Known Good Configuration18. What is Disk clean up, Disk Defragmentation, Device
manager and System Restore19. USB port Vs Firewire port20. How to install a printer in Windows XP?21. What is a Browser
and name any 5 browsers ?22. Serial port Vs Parallel port23. What is a port number ?24. Where is the HOSTS file located25. Explain
different RAID levels26. Explain APIPA, IP address and Subnet mask27. Difference between IP v4 and IP v628. How to remove virus
from a computer 29. How to make a computer run faster?30. What is
attrib
command ?31. What is
edit
command ?32. How to copy a file or folder using
copy
command?33. How to format the hard disk using command line utilities?34. Explain
mkdir
,
rmdir
and
chdir
commands
35. Types of hard disk36. Difference between primary and secondary partition37. Types of backups in Window OS38.
Differential Backup Vs Incremental Backup Vs Copy backup39. What is remote desktop.40. Recovery Console Vs Automated
System Recovery41. What is NTLDR file?42. How to tackle "missing NTLDR file" error?43. How many bytes are there in MAC
address44. Range of Class AIP address45. Range of Class B IP address46. Range of Class C IP address47. Default subnet mask of Class
A, Class B and Class C IP address48. What is BSOD (Blue Screen of Death) and how to overcome it49. Difference between
Preferred DNS and Alternate DNS server 50. Transmission speed of T1 carrier 1) What is Active Directory? A central component of the
Windows platform, Active Directory directory service provides themeans to manage the identities and relationships that make
up network environments. For example we can create, manage and administrator users, computers and printers in the networkfrom active
directory.2) What is DNS? Why it is used? What is "forward lookup" and "reverse lookup" in DNS? Whatare A records and mx
records?
DNS is domain naming service and is used for resolving names to IP address and IP addressesto names. The computer understands
only numbers while we can easily remember names. So tomake it easier for us what we do is we assign names to computers and
websites. When we usethese names (Like yahoo.com) the computer uses DNS to convert to IP address (number) and
itexecutes our request.Forward lookup: Converting names to IP address is called forward lookup.Reverse lookup: Resolving IP
address to names is called reverse lookup.'A' record: Its called host record and it has the mapping of a name to IP address.
This is therecord in DNS with the help of which DNS can find out the IP address of a name.'MX' Record: its called mail
exchanger record. Its the record needed to locate the mail servers inthe network. This record is also found in DNS.3) What id
DHCP? Why it is used? What are scopes and super scopes?DHCP: Dynamic host configuration protocol. Its used to allocate IP
addresses to large number of PCs in a network environment. This makes the IP management very easy.Scope: Scope contains IP address
like subnet mask, gateway IP, DNS server IP and exclusionrange which a client can use to communicate with the other PCs in
the network.Superscope: When we combine two or more scopes together its called super scope.4) What are the types of LAN
cables used? What is a cross cable?Types of LAN cables that are in use are "Cat 5" and "Cat 6". "Cat 5" can support 100 Mbps of speed and "CAT 6"
can support 1Gbps of speed.Cross cable: Its used to connect same type of devices without using a switch/hub so that theycan
communicate.5) What is the difference between a normal LAN cable and cross cable? What could be themaximum length of the
LAN cable?The way the paired wires are connected to the connector (RJ45) is differentin cross cable and normal LAN cable.The
theoretical length is 100 meters but after 80 meters you may see drop in speed due to lossof signal.6) What would you use to
connect two computers without using switches?Cross cable.7) What is IPCONFIG command? Why it is used?IPCONFIG
command is used to display the IP information assigned to a computer. From theoutput we can find out the IP address, DNS IP
address, gateway IP address assigned to thatcomputer.
8) What is APIPA IP address? Or what IP address is assigned to the computer when the DHCPserver is not available?When
DHCP server is not available the Windows client computer assigns an automatic IPaddress to itself so that it can communicate
with the network computers. This ip address is called APIPA. ITs in the range of 169.254.X.X. APIPA stands for Automatic
private IP addressing. Its in the range of 169.254.X.X.9) What is a DOMAIN? What is the difference between a domain and a
workgroup?Domain is created when we install Active Directory. It's a security boundary which is used tomanage computers inside the
boundary. Domain can be used to centrally administrator computers and we can govern them using common policies called group policies.We can't do the
same with workgroup.10) Do you know how to configure outlook 2000 and outlook 2003 for a user?Please visit the link below to
find out how to configure outlook 2000 and outlook 2003. IT: HelpDesk: Quick Guide: Configuring Outlook 2003 for Exchange Server 11)
What is a PST file and what is the difference between a PST file and OST file? What file isused by outlook express?PST file is
used to store the mails locally when using outlook 2000 or 2003. OST file is usedwhen we use outlook in cached exchanged
mode. Outlook express used odb file.12) What is BSOD? What do you do when you get blue screen in a computer? How do
youtroubleshoot it?BSOD stands for blue screen of Death. when there is a hardware or OS fault due to which thewindows OS
can run it give a blue screen with a code. Best way to resolve it is to boot thecomputer is "Last known good configuration".If this doesn't
work than boot the computer in safe mode. If it boots up than the problems withone of the devices or drivers.13) What is RIS?
What is Imaging/ghosting?RIS stands for remote installation services. You save the installed image on a windows server and
then we use RIS to install the configured on in the new hardware. We can use it to deployboth server and client OS. Imaging or
ghosting also does the same job of capturing an installedimage and then install it on a new hardware when there is a need. We
go for RIS or imaging/ghosting because installing OS every time using a CD can be a very time consumingtask. So to save that
time we can go for RIS/Ghosting/imaging.14) What is VPN and how to configure it?VPN stands for Virtual private network. VPN
is used to connect to the corporate network toaccess the resources like mail and files in the LAN. VPN can be configured using
the stepsmentioned in the KB: How to configure a VPN connection to your corporate network in WindowsXP Professional
15) Your computer slowly drops out of network. A reboot of the computer fixes the problem. What to do to resolve this issue?
Update the network card driver.16) Your system is infected with Virus? How to recover the data?Install another system. Install
the OS with the lates patches, Antivirus with latest updates.Connect the infected HDD as secondary drive in the system. Once
done scan and clean thesecondary HDD. Once done copy the files to the new system.17) How to join a system to the domain?
What type of user can add a system to the domain?Please visit the article below and read "Adding the Workstation to
theDomain" http://www.microsoft.com/technet/pro...003/technol /directory/ 18) What is the difference between a switch and a
hub?Switch sends the traffic to the port to which its meant for. Hub sends the traffic to all the ports.19) What is a router? Why
we use it?Router is a switch which uses routing protocols to process and send the traffic. It also receivesthe traffic and sends it
across but it uses the routing protocols to do so.20) What are manageable and non manageable switches?Switches which can
be administered are called manageable switches. For example we cancreate VLAN for on such switch. On no manageable
switches we can't do so.
General Questions
Q. What desktop operating systems are you familiar with?
A. Before you answer this question, you should have some background information on what operatingsystems
are used within the organization you are interviewing with. Undoubtedly, you will be asked to
elaborate on your skill set with each of these operating systems so its best to tailor your elaboration
to the operating systems that are relevant to the hiring manager. This being said, don
t leave out
mentioning experience in other operating systems. You never know whether the company may beevaluating
the migration to a different OS.
Q. Have you used imaging software before? How do you find these tools useful?
A. Automation tools are an important part of your job as a desktop support technician. Elaborate on
the tools that youve used. Hiring managers want to assess your in
-depth knowledge and experiencewith using these tools. This means talking about how you use their various
feature sets. (If you have anopinion, you probably know the product pretty well.)
Q. What are the pitfalls of using imaging software?
A. This question is meant to assess how well you know these products. For example, discussing theimportance
of testing the image demonstrates that you use these tools on a regular basis.
Q. Have you used any software distribution tools? If so, which ones and how were they
used?
A. Like imaging software, software distribution tools are an important part of your job. Hiringmanagers are
looking for knowledge that these tools exist and how they can be used to support yourorganization.
Q. What do you like most about desktop support?
A. Hiring managers are looking for what motivates you. Hopefully your answer will match thecharacteristics of
the job: being busy, working with different people, and the challenges of learningnew operating systems and
configurations.
Q. What do you like least about desktop support?
A. The hiring manager is testing whether you will fit in with the existing team. An appropriate answerhere
would be not being able to resolve a problem in a timely manner for reasons outside yourcontrol, such as
hardware failure. Stick to things outside of your control for the best response.
Q. When solving a desktop problem, do you prefer to work with the end-user, your peers,
or on your own?
A. This is another question to determine your fit within the organization. Hiring managers understandthat to
be successful as a support technician you will have to work in a team environment. This meansworking with
other employees, vendors, and end-users on a constant basis.
Q. Can you describe a situation where you have had to deal with a difficult person? How
did you handle it? Would you do anything differently?
A. Desktop support can be very demanding some days. End-users only see their own priority needsand often
are not interested in other demands on your time. This question explores how you deal witha difficult end-user
by understanding their problem, assessing priorities, and communicating atimeframe for resolution. Often good
communication can help both sides come to an agreement.Make sure you have an example with a successful
outcome.
Q. How would you say you are able to handle stress?
A. Hiring managers are looking to see what coping techniques you can draw on to deal with stress.Sometimes
from the answer, they can also determine whether you are prone to stress. Whenresponding, some techniques
for handling stress that you may want to talk about include continuallyevaluating
whats on your plate and prioritizing, communicating with your manager on what your
priorities are, and making sure that you take a break to reenergize, particularly at lunch time.
Q. What do you see yourself doing two or three years from now?
A. Hiring managers want you to stick around. They realize that you will not be in this position forever,
and they want to make sure theres a desire to move up within the organization as well as the right fit.They
ask this question to see whether theres a growth pat
h for you possible within the organization.As a desktop technician, natural growth paths are team leads, quality
assurance, engineeringpositions, and entry-level development. Be honest about where you want to be in two to
three years,and ask the interviewer whether they see your career path as a possibility.
Q. How do you learn new technologies?
A. Learning is an inherent part of the job. Hiring managers are looking for someone who enjoyslearning
technology on their own and who has the foresight to look for training opportunities. Besides
the traditional books and manuals, dont forget to include user groups, eLearning subscriptions, and IT
professional sites such as CramSession.
A new-user welcome letter that is customized to the specific user with all their relevantinformation including
telephone extension, how to access voice mail, and how to log in. Itmight also include a FAQ on getting help.
A Getting to Know Your Helpdesk document that provides an orientation to helpdesk service,
such as how to contact the helpdesk, its hours of operation, what is and what is not supportedby the helpdesk,
and answers to common new-user questions.
Technical Questions
Q. What questions would you ask to help isolate a users problem?
A. This question is used by the hiring manger to assess your problem-solving abilities. The followingrepresent
some of the common questions that you would ask the end-user to help diagnose asituation:
What was the last thing done to the system prior to the failure?
Are there any error messages? If so, what are the specific error messages?
Has any new software been added to the system, including downloads from the Internet?
Has anything changed with the system (for example, has it been moved) since the issuepresented itself?
Are there any environmental factors that could be causing the issue?
Enhanced policies
Credential Manager
Personal firewall
Q. What are typical virus sources and how do you prevent virus attacks?
A. This is virus protection 101 just to ensure that you understand the basics of protecting againstviruses.
Possible virus sources include e-mail attachments, Internet downloads, and infected floppydisks. To prevent
virus infections:
Perform regular updates to the virus software definition files and scan engines. Verify updateshave succeeded.
Educate users on virus attacks, their consequences, and how to prevent them.
Do regular backups.
Develop reporting mechanisms to inform server administrators of observed desktop infectionsand how these
could impact the server environment (such as deletions or corruption of files onpublic shares, hidden payload
files that might have been uploaded to servers, and so on).
Q. What are some of the guidelines you would recommend for implementing security at
theuser level?
A. Security is a major part of the desktop technicians day
-to-day responsibilities. As the closest pointof contact to the end-users, technicians need to be savvy on the
different methods for enforcingsecurity. Some of the top techniques are included below.Anti-virus software:
Ensure that all users install and regularly use anti-virus software on their PCs.
Instruct users to immediately notify the helpdesk when they
suspect theyve contracted a virus.
Password security:
Instruct users to make sure their password cannot be easily guessed by using a combination of alphanumeric
characters, including special characters (~ ! @ # $ % ^ & * ( ) + = [ ] { } / ? < > , ; : \
| ` .).
Instruct users to change their password if they think there is even a slight chance someoneknows it.
Regularly change passwords on Administrator accounts on PCs (NT, Windows 2000 and XP)Desktop security:
Instruct users to enable screen savers that automatically lock their PC when there is no activityon it for more
than five minutes.
The general job description of a desktop support engineer is:
Desktop engineers typically maintain hardware equipment and responsible for thesoftware configuration and licensing information. Knowledge
requirement will include butnot limited to the following -Windows Operating systems, Windows Servers, Active Directory, DNS,
DHCP, TCP/IP,Office System, network Peripherals, Anti Viruses, Firewalls, PC building/configurationissues and Management
system.
The most important competencies they should posses are: Customer service, problemsolving, communication skills and multitasking.
As a demanding profession, they should also be highly motivated & pro-active individualsin order to provide excellent help desk
support to their customers
They must have the minimal experience to perform problem diagnosis and faultresolution.
Desktop engineer who works in help desks is responsible to providing user advice,guidance, and assistance on common
desktop applications.
This article covers sample of job interview questions for technical desktop support engineers(also called help desk engineers)
and provides tips on answering these questions.
InterviewQuestionsandAnswersforDesktopSupportEngineerPosition
Question:
Tell me about your daily routine as a desktop engineer?
Answer:
Tell how did you provide (help-desk) support to the employees on their desktopsystems such as
Are you Microsoft/Cisco certified? If you are, give details. Speak about the procedureyou follow to test/maintain the equipment
and software operation.
Question:
Have you used to test network and desktop systems
Question:
Have you been responsible for purchasing new computer systems to yourorganization?
Answer:
If you were responsible for these activities, explain how youve worked with vendors(suppliers) and with the procurement department