IT support technician interview questions, with a scoring guide
Keeps staff computers, accounts, phones and the network working, and helps people fix problems. Here are 19 questions for an iT support technician interview. Each comes with a follow-up and a 1 to 5 scoring guide so you can compare candidates fairly.
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Questions specific to the iT support technician role
Role-specific
A staff member says 'the internet is down' but everyone else is fine. Walk me through how you troubleshoot it.
1 WeakRestarts the router for the whole office.
3 SolidRestarts their computer and hopes it's fixed.
5 StrongNarrows it down step by step (cable or Wi-Fi, IP address, DNS, other sites, other devices), fixes it, and logs it in the ticket.
Role-specific
Walk me through what you do from an IT point of view when an employee leaves the company.
1 WeakWaits until someone asks.
3 SolidDisables their email.
5 StrongDisables accounts that day, removes MFA and access, transfers mail and files, collects and wipes devices, and updates the asset list.
Role-specific
Someone clicks a link in a phishing email and then tells you. What do you do in the first 30 minutes?
Follow-up: How do you talk to the person who clicked it?
1 WeakTells them to be more careful.
3 SolidChanges their password.
5 StrongIsolates the device, resets the password and sessions, checks MFA and mailbox rules, scans, warns staff, and reports it to the manager without blaming the person.
Role-specific
Three tickets arrive at once: the owner's printer, a new hire's laptop that won't start on their first day, and the front desk phones going down. How do you prioritize?
1 WeakDoes the owner's request first.
3 SolidWorks through them in the order they came in.
5 StrongPrioritizes by business impact (phones first, then the new hire), and tells each person what to expect and when.
Behavioural questions by skill
Behavioural questions ask about something the person actually did. Past behaviour is a better guide than "what would you do" answers alone.
Customer service
Keeps customers looked after, even when it's hard.
Tell me about a time a customer was upset with you or your business. What did you do?
Follow-up: How did the conversation end?
1 WeakArgued, passed them off, or avoided the customer.
3 SolidStayed polite and followed the rules, but the customer left unhappy.
5 StrongListened, owned what they could, fixed it or offered a real option, and stayed calm.
Describe a time you went beyond what was expected for a customer.
Follow-up: How did you know the extra effort was worth it?
1 WeakNo example, or the 'extra' was the basic job.
3 SolidA good example with little thought for the business side.
5 StrongWent the extra step in a way that also made sense for the business.
Tell me about a time a customer asked for something you couldn't give them. How did you handle it?
Follow-up: What did they do next?
1 WeakJust said no.
3 SolidSaid no politely and explained why.
5 StrongExplained, offered an alternative, and made sure they had a way forward.
Problem solving
Works out the cause and fixes it properly.
Tell me about a problem at work that you solved without being told how.
Follow-up: How did you work out what was wrong?
1 WeakWaited to be told what to do.
3 SolidSolved it with a common fix.
5 StrongFound the cause and fixed it so it stayed fixed.
Describe a time something went wrong in the middle of a busy day. What did you do first?
Follow-up: Who did you tell, and when?
1 WeakPanicked or froze.
3 SolidCalled for help right away without trying anything.
5 StrongMade it safe, tried the obvious fixes, and escalated with clear information.
Tell me about a time you noticed a better way to do a routine task.
Follow-up: What happened when you raised it?
1 WeakNever looked for one.
3 SolidNoticed it but didn't act.
5 StrongSuggested or tested it and can describe the result.
Communication
Explains clearly and keeps people in the loop.
Tell me about a time you had to explain something complicated to someone who was new to it.
Follow-up: How did you know they understood?
1 WeakCan't explain clearly, even in the interview.
3 SolidExplained it but didn't check understanding.
5 StrongUsed plain words or examples and checked they got it.
Describe a time you had to give bad news to a customer, coworker or manager.
Follow-up: What did you say first?
1 WeakAvoided it or left it to someone else.
3 SolidDelivered it, but bluntly or late.
5 StrongDelivered it early and clearly, with a next step.
Tell me about a time a misunderstanding caused a problem at work. What did you learn?
Follow-up: What do you do differently now?
1 WeakBlames the other person entirely.
3 SolidFixed the issue with little reflection.
5 StrongFixed it and changed how they communicate, such as confirming in writing.
Working under pressure
Stays steady when it gets busy.
Tell me about your busiest shift or tightest deadline. How did you handle it?
Follow-up: What did you do first?
1 WeakFell apart or can't describe one.
3 SolidGot through it.
5 StrongPrioritized, stayed calm, and kept quality up.
Describe a time you had too much to do and not enough time. What did you drop or delay?
Follow-up: Who did you tell?
1 WeakTried to do everything and missed things.
3 SolidDropped things without telling anyone.
5 StrongPrioritized and told the right people what would slip.
Tell me about a time you stayed calm when people around you didn't.
Follow-up: What did you do to help?
1 WeakNo example.
3 SolidStayed calm themselves.
5 StrongStayed calm and helped settle others.
Honesty and integrity
Does the right thing, including when nobody's looking.
Tell me about a time you were asked to do something at work that you felt wasn't right.
Follow-up: What happened afterwards?
1 WeakDid it without question.
3 SolidDid it but felt uneasy.
5 StrongRaised it respectfully and did the right thing.
Describe a time you handled cash, stock or private information. How did you keep it secure?
Follow-up: Did anything ever go missing?
1 WeakVague answer.
3 SolidFollowed the basics.
5 StrongSpecific precautions and an example.
Tell me about a time you admitted you didn't know something.
Follow-up: What did you do next?
1 WeakNever has.
3 SolidAdmitted it when pressed.
5 StrongAdmitted it early and found the answer.
Prescreen questions for iT support technician candidates
Ask these on a five-minute phone call or send them as a form before you book interviews.
- Are you legally entitled to work in Canada? (Yes / No)
- Which days and times are you available to work?
- When could you start?
- What pay are you looking for?
- What interests you about this job?
- Do you have CompTIA A+ or an equivalent IT certification? (Yes / In progress / No)
- This role involves lifting computer equipment, working under desks and in server closets. Can you do this with or without accommodation? (Yes / No)
How to score the answers
- Ask every candidate the same questions in the same order. That's what makes scores comparable.
- Write down what they did, not your impression. "Closed alone on a Saturday and restocked for the morning" beats "seems reliable".
- Score each answer from 1 to 5 against the guide under the question. A 3 is a solid, acceptable answer.
- Average the scores and read the notes behind any big gap between interviewers.
- Check references on the areas where you're least sure.
Questions to avoid
In Canada, hiring questions should be about the job. Human rights laws protect people from being treated differently because of things like their age, family status, disability, religion, race, place of origin, sex, sexual orientation or gender identity. Stay away from questions like these:
- "How old are you?" or "When did you finish high school?"
- "Do you have kids?" or "Are you planning a family?"
- "Where are you from originally?" (You can ask: "Are you legally entitled to work in Canada?")
- "Do you have any health problems?" (You can ask: "This job involves [a real duty]. Can you do that, with or without accommodation?")
This is general information, not legal advice. Rules vary by province.
Questions
What should I ask in an iT support technician interview?
Ask about the parts of the job that matter most: customer service, problem solving, communication, working under pressure, plus role-specific questions such as "A staff member says 'the internet is down' but everyone else is fine. Walk me through how you troubleshoot it." Ask every candidate the same questions so you can compare them fairly.
How do I score an iT support technician interview?
Score each answer from 1 to 5 against a short guide that describes a weak, solid and strong answer. Score what the person actually did in their example, not how confident they sounded. Then average the scores and read the notes behind any big differences.
What should I ask before interviewing an iT support technician?
Use a short prescreen: work eligibility, availability, start date, pay expectations and the must-haves for the role, such as "Do you have CompTIA A+ or an equivalent IT certification?"
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