IT support technician interview questions

IT support is problem solving with people who are often frustrated. A recorded first round is a good fit: you hear how a candidate explains a fix, how they troubleshoot step by step, and how they stay patient when someone has asked the same thing three times.

10 questions for a it support technician first round

Pick three to five that fit your role, rather than all ten: a short first round gets more finished interviews. All ten together take about 22 minutes to record. The time limits suit a one-way video interview, where each answer is recorded once.

  1. 1

    A user says “the internet isn’t working”. Talk us through what you’d do.

    Listen for: A logical sequence from simple checks to deeper ones, and questions that narrow the problem down.

    3 min to answer
  2. 2

    Tell us about a hard technical problem you solved. How did you get to the answer?

    Listen for: Methodical steps, use of logs or documentation and knowing when to escalate.

    3 min to answer
  3. 3

    How do you explain a fix to someone who isn’t technical?

    Listen for: Plain language, patience and checking the person can do it next time.

    2 min to answer
  4. 4

    Describe a time a user was angry with you. What did you do?

    Listen for: Staying calm, acknowledging the frustration and focusing on the fix.

    2 min to answer
  5. 5

    You have ten open tickets. How do you decide which to do first?

    Listen for: Impact and urgency, such as many people affected or someone unable to work, rather than order of arrival.

    2 min to answer
  6. 6

    What do you do when you don’t know the answer?

    Listen for: Honesty with the user, a structured search and escalating with the details already gathered.

    2 min to answer
  7. 7

    How do you spot and deal with a phishing email reported by a user?

    Listen for: Clear warning signs, safe handling and steps to protect other users.

    2 min to answer
  8. 8

    Which systems and tools have you supported?

    Listen for: Experience relevant to your setup and comfort learning new tools.

    2 min to answer
  9. 9

    How do you document a fix so that others can use it?

    Listen for: Writing clear notes or knowledge-base articles as a habit.

    2 min to answer
  10. 10

    Why do you enjoy IT support, and where do you want to grow?

    Listen for: Genuine enjoyment of helping people and a sensible growth path.

    2 min to answer
Scoring

Signs of a strong candidate

  • Troubleshoots in a logical order
  • Explains without jargon
  • Stays patient with frustrated users
  • Takes security seriously

Agree what a 3 and a 5 look like for each question before anyone watches, and save your own rating before reading your colleagues’.

Use them

Run these as a video interview

  1. Save your chosen questions as a question set in AsyncView, with the minutes for each.
  2. Create an interview for the role, import the set and pick a deadline.
  3. Paste your candidates’ names and emails. Each gets a private link.
  4. Watch, rate and compare answers with your team, then shortlist.
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Send these questions to your it support technician candidates today.

Candidates record their answers in their own time; your team reviews together. The Free plan includes 5 interviews and needs no card.

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