Impetus Technologies Support Engineer Interview: Rounds, Questions and Preparation

What the job involves

Support Engineers in Indian IT services monitor, troubleshoot, and resolve client-reported technical issues across applications, servers, and networks. They work in shifts, document tickets in tools like ServiceNow or Jira, and escalate complex problems to L2 or engineering teams while ensuring SLAs are met. The role is the first point of contact for many enterprise clients and demands strong communication, problem-solving, and basic scripting or database skills.

Role and Technical Knowledge

1. 1

   What is the difference between an incident and a service request in ITIL?

   Explain that an incident is an unplanned interruption or degradation of service, while a service request is a user asking for something standard like password reset or software access. Mention that incidents are handled with priority and SLAs, while requests follow a fulfilment workflow.

2. 2

   How would you troubleshoot a user who cannot access a website?

   Walk through a structured approach: check if the issue is local or widespread, ping the website, use nslookup to verify DNS, check proxy settings, and try another browser or device. Mention documenting findings in the ticket.

3. 3

   What are the key fields you would fill in a support ticket?

   Cover caller details, category, sub-category, description, priority, impact, urgency, assignment group, and resolution notes. Emphasise clear and concise documentation for knowledge base reuse.

4. 4

   Explain the difference between TCP and UDP with a support example.

   TCP is connection-oriented and reliable, used for web and email; UDP is connectionless and faster, used for streaming or DNS. Give an example like troubleshooting slow file transfer (TCP) versus video call quality (UDP).

Practical Scenarios and Troubleshooting

1. 5

   A production server is running out of disk space. What steps would you take?

   Describe checking disk usage with df -h, finding large files with du, cleaning logs or temp files, and escalating if it is a critical server. Mention the importance of not deleting files without approval.

2. 6

   A client reports that an application is slow for all users. How do you investigate?

   Start by checking monitoring dashboards for CPU, memory, and response times. Look at recent changes, database performance, and network latency. Communicate status to stakeholders and escalate to L2 if needed.

3. 7

   How would you handle a ticket that is about to breach its SLA?

   Prioritise the ticket, inform your supervisor, and update the client with a status. If you cannot resolve it, escalate immediately with all details. Mention the importance of proactive communication.

4. 8

   A user forgot their password and is locked out of Active Directory. What do you do?

   Verify the user's identity as per policy, unlock the account using AD Users and Computers or PowerShell, and reset the password. Advise them to change it at next login and document the action.

Behavioural and Situational Questions

1. 9

   Tell me about a time you had to explain a technical problem to a non-technical person.

   Use the STAR method. Focus on simplifying jargon, using analogies, and confirming understanding. Highlight patience and clarity.

2. 10

   How would you handle an angry client who is shouting on the call?

   Show empathy, listen without interrupting, apologise for the inconvenience, and assure them you will help. Stay calm, avoid defensiveness, and focus on resolution.

3. 11

   Describe a situation where you made a mistake. How did you handle it?

   Be honest about a minor mistake, show ownership, and explain the corrective action and what you learned. Avoid blaming others.

4. 12

   You are assigned a task you have never done before and your teammate is busy. What do you do?

   Demonstrate initiative by researching documentation or knowledge base first, then ask specific questions if needed. Mention time management and not letting the task stall.

HR and Company Fit

1. 13

   Why do you want to work in a support role, and why our company?

   Connect your interest in problem-solving and client interaction with the company's reputation in IT services. Mention willingness to learn and grow within the organisation.

2. 14

   Are you comfortable working in rotational shifts, including night shifts?

   Answer honestly but positively. If you are flexible, state that you understand the nature of support roles and are ready to adapt. Mention any constraints upfront.

3. 15

   Where do you see yourself in three years?

   Show ambition to grow into L2 or specialist roles, or move into DevOps or cloud support. Emphasise gaining certifications and deepening technical expertise.

4. 16

   What do you know about our company and the services we provide?

   Research the company's focus areas, such as big data, analytics, or cloud services. Mention a recent project or client sector they work with to show genuine interest.