1
Q
What’s the first thing you do when a user reports a problem?
A
Ask what exactly happened, when it started, and if any changes were made recently. Gather info before acting.
2
Q
What’s your basic troubleshooting process?
A
Identify > Reproduce > Diagnose > Test solution > Implement > Document
3
Q
What is the difference between a symptom and a root cause?
A
They symptom is what you see (e.g., “slow internet”), the root cause is what’s really wrong (e.g., “faulty cable”).
4
Q
What’s the first thing to try when a computer is acting up?
A
Restart it. It clears temporary issues and reloads drivers/services.
5
Q
A user says their computer is slow. What do you check first?
A
Task Manager > check CPU, RAM, and disk usage. Then startup programs and background processes.
6
Q
A computer won’t turn on. What do you check?
A
Power cable, power button, wall socket, PSU switch, monitor connection.
7
Q
What else do you do if you can’t fix the issue?
A
Escalate to a higher tier and document everything you’ve tried.
8
Q
How do you open Task Manager?
A
Press Ctrl + Shift + Esc or Ctrl + Alt + Del > Task Manager.
9
Q
How do you see your computer’s IP address?
A
Command Prompt > type ipconfig.
10
Q
What’s Safe Mode?
A
A startup mode that loads only essential drivers and services for troubleshooting.
11
Q
How do you find your system information?
A
Press Windows + R, type msinfo32
12
Q
How do you check if your hard drive has errors?
A
Open Command Prompt > chkdsk /f
13
Q
What’s the shortcut to open Run dialog?
A
Windows + R
14
Q
How do you see hidden files in Windows?
A
File Explorer > View > Show > Hidden items.
15
Q
How do you update Windows?
A
Settings > Windows Update > Check for updates.
16
Q
How do you uninstall a program?
A
Control Panel > Programs > Uninstall a program.
17
Q
What’s the difference between 32-bit and 64-bit?
A
64-bit can use more RAM and handle larger data sets.
18
Q
What command tests if your PC can reach another device?
A
ping <IP> or ping google.com</IP>
19
Q
What does DNS do?
A
Translates website names (like google.com) into IP addresses.
20
Q
What’s the difference between ping and tracert?
A
ping checks connection; tracert shows the route packets take.
21
Q
How do you release and renew your IP address?
A
Command Prompt > ipconfig /release then ipconfig /renew.
22
Q
What’s the default gateway?
A
The router IP that connects your device to the internet.
23
Q
What’s DHCP?
A
A service that automatically gives IP addresses to devices on a network.
24
Q
How do you check your network adapter settings?
A
Control Panel > Network & Sharing > Change adapter settings.
25
What's the difference between Wi-Fi and Ethernet?
Wi-Fi wireless; Ethernet uses cables (usually faster and more stable).
26
How do you fix "No Internet Access"?
Check cable/Wi-Fi, restart router, renew IP, check DNS, or reboot PC.
27
What port does HTTPS use?
Port 443 (HTTP uses 80).
28
What makes a strong password?
At least 8-12 characters, mix of letters, numbers, symbols, upper/lowercase.
29
What's two-factor authentication (2FA)?
A second security after password - e.g., SMS code or app approval.
30
How do you reset a Windows password?
Control Panel > User Accounts > Manage another account > Change password
31
What is malware?
Any software designed to harm or exploit systems - viruses, ransomware, spyware, etc.
32
What do you do if a user clicks a suspicious link?
Disconnect from the network, run antivirus scan, inform security, and change credentials.
33
What's the difference between admin and standard user accounts?
Admin can install software and make system changes; standard can't.
34
What is encryption?
Turning data into unreadable code to protect it from unauthorised access.
35
A printer isn't printing. What do you check first?
Power, cable, paper, ink/toner, and if it's set as default printer.
36
How do you reinstall a printer driver?
Control Panel > Devices & Printers > Remove printer > Re-add or update driver.
37
Monitor shows no display. What do you check?
Power cable, brightness, video cable, correct input source, GPU connection.
38
How do you check if RAM is faulty?
Use Windows Memory Diagnostic ( mdsched.exe )
39
What's BIOS used for?
Basic Input/Output System - controls hardware before OS loads.
40
What is POST?
Power-On Self-Test - check hardware during startup.
41
What's the difference between HDD and SSD?
SSDs are faster, quieter, and more durable (no moving parts).
42
What's a UPS?
Uninterruptible Power Supply - provides backup power during outages
43
How do you clear cache in Chrome?
Settings > Privacy > Clear browsing data.
44
How do you fix "Application not responding"?
End task via Task Manager > Restart the app > Check for updates.
45
A user can't open a Word document. What do you check?
File association, file corruption, or try "Open and Repair" in Word.
46
How do you enable Remote Desktop?
Settings > System > Remote Desktop > Enable.
47
What is Active Directory?
A Microsoft directory service that manages users, computers, and permissions in a network.
48
How do you reset a password in AD?
Open "Active Directory Users and Computers" > Right-click user > Reset Password.
49
What's a domain controller?
The server that stores AD data and handles authentication.
50
What's Group Policy used for?
To enforce settings (like password rules or software installs) across many computers.
51
What's the difference between IMAP and POP3?
IMAP syncs mail with the server (keeps a copy online); POP3 downloads and removes it.
52
What's Office 365?
Microsoft's cloud suite - includes Word, Excel, Outlook, Teams, OneDrive, etc.
53
What's the default port for SMTP?
Port 25 (or 587 for secure sending).
54
What's a ticketing system?
A tool to track and manage support issues (e.g., Jira, Zendesk, ServiceNow).
55
What's an SLA?
Service Level Agreement - defines how quickly issues must be handled.
56
What should every ticket include?
Issue summary, steps taken, resolution, and closure confirmation.
57
What do you if multiple users report the same issue?
Check if it's network/system-wide problem, escalate to sysadmin.
58
What's the difference between and incident and a service request?
Incident = something broke.
Service request = asking for access or setup (e.g, new email account).
59
How do you deal with a rude user?
Stay calm, professional, and focused on solving their issue - not their tone.
60
Command to check all IP info
ipconfig /all
61
Command to test internet?
ping 8.8.8.8
62
Command to check disk space
dir or wmic logicaldisk get size, freespace,caption
63
Command to shut down computer?
shutdown /s /t 0
64
Shortcut to lock your computer?
Windows + L
65
Shortcut to open File Explorer?
Windows + E
66
Shortcut to open Settings?
Windows + I
67
What does good customer service mean to you?
Listening patiently, explaining clearly, and solving issues promptly.
68
How do you handle a problem you don't know?
Research, ask teammates, document findings, and learn for next time.
69
Why do you want IT support?
Because I enjoy solving technical problems and helping users feel confident with technology.
70
How do you handle pressure during busy periods?
Prioritise by urgency, stay calm, and work methodically.
71
What do you do if you make a mistake?
Own it, fix it, document it, and learn from it.
72
How do you stay updated in IT?
Online tutorials, forums, labs, YouTube, and tech blogs.
73
A user says, "My internet is slow," but everyone else's is fine - what's likely?
Local issue - check Wi-Fi signal, network card, or background downloads.
74
The mouse works in BIOS but not in Windows. Why?
Driver issue
75
Computer boots to black screen with cursor - what's your step?
Boot to Safe Mode > check drivers and startup apps.
76
Windows says " Operating System Not Found." Why?
Boot order or hard drive failure.
77
A user can't print but can ping the printer. Why?
Printer spooler service or driver issue.
78
User can't log into domain - "domain not available." Why?
Computer not connected to network or domain trust broken.
79
How often should passwords be changed?
Common policy: every 60-90 days, though modern guidance (NIST) recommends only if compromised.
80
What's two-factor authentication (2FA)?
Adds a second verification step (e.g., app code, fingerprint, SMS) after the password.
81
What's the difference between authentication and authorisation?
Authentication = proving who you are.
Authorisation = what you're allowed to do.
82
What's single sign-on (SSO)?
Allows one login to access multiple systems securely (e.g., Microsoft 365, Google Workspace).
83
What's the difference between local and domain authentication?
Local = verified by the computer.
Domain = verified by Active Directory.
84
A user says they've been locked out after too many wrong passwords - what do you do?
Verify identity, reset password in AD, and check for suspicious login attempts.
85
What's the difference between a virus and a worm?
Virus needs a host file; worm spreads automatically across networks.
86
What's ransomware?
Malware that encrypts files and demands payment for decryption.
87
What's a Trojan horse?
Malware disguised as legitimate program.
88
What's phishing?
Deceptive messages that trick users into giving credentials or downloading malware.
89
What do you do if a user clicked a phishing link?
Disconnect their computer from the network immediately, run antivirus/malware scan, report to IT security, and reset credentials.
90
What are indicators of a phishing email?
Urgent tone, bad grammar, suspicious links, mismatched sender address, unexpected attachments.
91
What's social engineering?
Manipulating people into revealing information or bypassing security (e.g., impersonation, pretexting).
92
What's endpoint protection?
Security software that protects computers and mobile devices (e.g., antivirus, EDR).
93
What's EDR?
Endpoint Detection and Response - advanced system that monitors, detects, and responds to threats on endpoints.
94
What's the difference between antivirus and anti-malware?
Antivirus focuses on traditional viruses; anti-malware detects broader threats like spyware, ransomware, and trojans.
95
What do you do if antivirus detects a threat?
Quarantine or remove the file, update signatures, and run a full scan.
96
What's patch management?
Keeping software updated to close security vulnerabilities.
97
Why are admin rights dangerous on normal accounts?
They allow malware or users to install and change critical system files.
98
What's device encryption (BitLocker)?
Encrypts the drive so data can't be accessed if the device is stolen.
99
How do you check if a system is encrypted?
Control Panel > BitLocker Drive Encryption > check status.
100
How do you handle a lost company laptop?
Report immediately, disable AD account, remotely wipe if possible, and monitor for data leaks.
101
What's the Principle of Least Privilege (PoLP)?
Give users the minimal access needed to do their jobs.
102
What's group-based access control?
Permissions assigned to groups rather than individuals for easier management.
103
What's the difference between NTFS permissions and Share permissions?
NTFS controls file system access; Share controls access over the network.
104
A user can't access a folder they should have rights to - what do you check?
Group membership, NTFS permissions, and network path.
105
What's the difference between read, write, modify, and full control?
Levels of file access: from viewing only to editing or deleting.
106
What's role-based access control (RBAC)?
Assigning permissions based on job roles (e.g., HR, Finance, IT)
107
What's the difference between IMAP, POP3, and SMTP?
IMAP syncs with server; POP3 downloads, SMTP sends mail.
108
How do you prevent email spoofing?
Use SPF, DKIM, and DMARC records on the mail server.
109
What's the purpose of a firewall?
Controls incoming and outgoing network traffic based on rules
110
What's the difference between hardware and software firewalls?
Hardware = network-wide protection (router/firewall device).
Software = protects individual systems
111
How do you check if a firewall is on in Windows?
Control Panel > Windows Defender Firewall > Check status.
112
What's a VPN?
Encrypts internet traffic between your device and a secure server (Virtual Private Network)
113
What's the danger of public Wi-Fi?
Unencrypted traffic can be intercepted by attackers (man-in-the-middle attacks).
114
How can users protect themselves on public Wi-Fi?
Use VPN, HTTPS, and avoid sensitive transactions.
115
What's a proxy server?
An intermediary that filters, monitors, or hides user traffic.
116
What's a port?
A logical endpoint for network communication (e.g., HTTP uses 80, HTTPS uses 443)
117
What's an incident?
Any event that compromises data, system, or service integrity
118
What are the main stages of incident response?
Identify > Contain > Eradicate > Recover > Review.
119
What's containment?
Isolating affected systems to prevent spread
120
What's eradication?
Removing the threat (e.g., cleaning malware, patching vulnerability)
121
What's recovery?
Restoring systems to normal operation and monitoring.
122
Why is documentation important during incidents?
It helps future prevention, learning, and auditing.
123
What's forensic preservation?
Keeping evidence intact for investigation (don't delete logs or reformat drives).
124
What's a security policy?
A formal set of rules on how to protect company systems and data
125
What's acceptable use policy (AUP)?
Defines what employees can and can't do on company devices.
126
What's the difference between a policy, procedure, and guideline?
Policy = rule; Procedure = how to apply it; Guideline = best practice.
127
What's data classification?
Labelling data based on sensitivity (public, internal, confidential, restricted).
128
What's data retention?
How long data must be stored before being securely deleted.
129
Why should USB ports sometimes be disabled?
To prevent data theft or malware from external devices.
130
What's the purpose of a security audit?
To assess how secure and compliant systems are.
131
Why is user training important for security?
Because human error is the #1 cause of breaches
132
What's a log file?
A record of system or network events for analysis.
133
