In my previous article I have given most important Unix Production support interview questions and technical support interview questions too. In this article I would like to focus on L1 Support Interview questions with answer. The L1 support stands for basic support or first level support where engineers needs to troubleshoot the issue with basic steps. The L1 engineers are most important assets for organizations.In this video we will only focus on L1 Support interview questions and answers which we have explained already in youtube video.
L1 Support Interview Questions and answers
Question 1:
**Interviewer:** What’s the main role of Level 1 support?
**Answer:**
**Candidate:** L1 support plays a critical role as the first point of contact for users or clients encountering technical issues. They’re responsible for diagnosing and resolving problems or escalating them if needed.
**Scenario:** Imagine a user can’t access their email. L1 support would start by checking their account status, password, and email settings.
Question 2:
**Interviewer:** How do you prioritize support tickets? ( 100 % asked L1 Support interview questions )
**Answer:**
**Candidate:** Prioritizing tickets is essential. We usually prioritize based on the impact and urgency of the issue. Critical issues like system outages or security breaches get immediate attention.
**Scenario:** Let’s say a system has crashed, affecting all users. L1 support would escalate this issue promptly.
Question 3:
**Interviewer:** Can you explain “First Call Resolution”?
**Answer:**
**Candidate:** First Call Resolution means solving a user’s problem during their initial contact with support. It’s great for reducing response times and making users happy.
**Scenario:** Picture a user who forgot their password. L1 support would guide them through the reset process and resolve the issue right away.
Question 4:
**Interviewer:** How should you handle an angry or frustrated customer? ( 100 % asked L1 Support interview questions )
**Answer:**
**Candidate:** Stay calm and empathetic. Listen to their concerns, acknowledge their frustration, and work together towards a solution. Avoid arguments or defensiveness.
**Scenario:** Imagine a user is upset due to a recurring software issue. The L1 support agent apologizes and promises a prompt resolution.
Question 5:
**Interviewer:** What’s a Service Level Agreement (SLA)?
**Answer:**
**Candidate:** An SLA is a formal agreement detailing the service level a customer can expect, including response times and resolution targets.
**Scenario:** If an SLA states L1 support should respond within 30 minutes during business hours, that’s what they aim for.
Question 6:
**Interviewer:** How do you troubleshoot a network connectivity issue?( 100 % asked L1 Support interview questions )
**Answer:**
**Candidate:** Start with the basics: check physical connections, reboot networking equipment, and verify IP settings. If it persists, escalate to network experts.
**Scenario:** Say a user can’t connect to the company’s VPN. L1 support would first ask them to restart their router and then assist with VPN settings.
Question 7:
**Interviewer:** What’s the purpose of remote desktop tools?
**Answer:**
**Candidate:** Remote desktop tools allow support agents to access and control a user’s computer from afar, making troubleshooting easier.
**Scenario:** If a user needs help configuring software, the L1 support agent can use remote access to guide them through the setup.
Question 8:
**Interviewer:** Explain the difference between hardware and software issues.
**Answer:**
**Candidate:** Hardware issues involve physical components like malfunctioning keyboards. Software issues relate to problems with programs or the operating system, such as software crashes.
**Scenario:** Imagine one user’s computer screen is blank (hardware), while another faces constant software crashes (software).
Question 9:
**Interviewer:** What’s the purpose of a knowledge base in support?
**Answer:**
**Candidate:** A knowledge base is like a library of solutions and troubleshooting steps. It helps support agents find answers quickly and ensures consistent responses.
**Scenario:** An L1 support agent uses the knowledge base to find step-by-step instructions for configuring email clients.
Question 10:
**Interviewer:** How do you handle it when you don’t know the answer to a user’s question?
**Answer:**
**Candidate:** Honesty is key. I’d admit not knowing but assure the user I’ll find the answer. Then, I’d consult colleagues or documentation and get back to the user.
**Scenario:** If a user asks a technical question about a rarely-used software feature, the L1 support agent might say, “I’m not sure, but let me research that for you.”
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Question 11:
**Interviewer:** What’s the purpose of a ticketing system in support?
**Answer:**
**Candidate:** A ticketing system helps manage support requests effectively. It ensures issues are addressed systematically and not lost or forgotten.
**Scenario:** If a user reports a printer malfunction, the L1 support agent logs the issue into the ticketing system, assigning it a unique ID.
Question 12:
**Interviewer:** Explain the concept of “Escalation” in support.
**Answer:**
**Candidate:** Escalation means moving a support issue to a higher-level team when it can’t be resolved at the current level.
**Scenario:** If L1 support can’t resolve a complex software issue after multiple attempts, they would escalate it to L2 support, providing all relevant details.
Question 13:
**Interviewer:** How do you stay updated with technology trends in support?
**Answer:**
**Candidate:** Staying informed through training, reading tech blogs, and attending conferences is crucial to keep up with evolving technologies.
**Scenario:** An L1 support agent regularly attends webinars and reads tech news to stay current with software updates.
Question 14:
**Interviewer:** What are the common steps for troubleshooting a software application that won’t launch?
**Answer:**
**Candidate:** Common steps include checking for error messages, restarting the application, verifying system requirements, and reinstalling the software.
**Scenario:** If a user reports that a critical application won’t open, the L1 support agent would ask about error messages and suggest restarting the app.
Question 15:
**Interviewer:** Explain “Root Cause Analysis.”
**Answer:**
**Candidate:** Root Cause Analysis means finding the core reason behind a recurring issue instead of just addressing its symptoms.
**Scenario:** An L1 support agent investigates why a server crashes during high traffic, discovering a memory leak as the root cause.
Question 16:
**Interviewer:** How would you handle a situation where a user accidentally deletes important files?
**Answer:**
**Candidate:** I’d advise the user to stop using the computer to prevent data overwriting. Then, I’d attempt file recovery using backups or data retrieval tools.
**Scenario:** If a user deletes crucial project files, the L1 support agent instructs them not to save new data and tries to recover the files from backups.
Question 17:
**Interviewer:** What’s a common method for resetting a user’s password?
**Answer:**
**Candidate:** A common method is sending a password reset link to the user’s email or asking security questions to verify their identity.
**Scenario:** When a user forgets their password, the L1 support agent sends a reset link to their registered email address.
Question 18:
**Interviewer:** Explain “Patch Management.”( 100 % asked L1 Support interview questions )
**Answer:**
**Candidate:** Patch Management involves keeping software and systems up to date with the latest security patches and updates to prevent vulnerabilities.
**Scenario:** An L1 support agent ensures all company computers have the latest OS and software updates to maintain security.
Question 19:
**Interviewer:** Why is user training important in reducing support requests?
**Answer:**
**Candidate:** User training reduces support requests
by helping users understand and use software and systems effectively, reducing user-induced errors.
**Scenario:** A company conducts regular training sessions for employees to familiarize them with new software tools, leading to fewer support requests.
Question 20:
**Interviewer:** How do you ensure data security and privacy during remote support?
**Answer:**
**Candidate:** L1 support agents use secure remote support tools, get user consent before remote access, and strictly follow data protection protocols.
**Scenario:** An L1 support agent asks a user’s permission before remotely accessing their computer, ensuring sensitive data isn’t accessed during the session.
I hope this format is helpful for your interview preparation, and it provides a clear understanding of Level 1 support concepts and practices.If you like this questions or if you have any questions regarding same kindly comments in to comments section.