Synechron Support Engineer Interview: Rounds, Questions and Preparation

What the job involves

Support Engineers in Indian IT services resolve technical issues for clients, often working in shifts on application or infrastructure support. Day to day, they monitor tickets, troubleshoot problems, communicate with users, and escalate complex issues to senior teams. Freshers typically start with L1 support, gaining exposure to ITIL processes, SQL, and basic scripting.

Role and Technical Knowledge

1. 1

   What is the difference between an incident, a problem, and a change in ITIL?

   Explain that an incident is an unplanned interruption, a problem is the root cause of incidents, and a change is a planned modification. Give a simple example like a server down (incident) leading to a problem investigation.

2. 2

   How would you troubleshoot a user who cannot access a web application?

   Start with basic checks: network connectivity, browser cache, credentials, and application status. Then check logs and escalate if needed. Show a structured approach.

3. 3

   Write a SQL query to find the number of tickets raised per day from a table named 'tickets' with columns 'ticket_id' and 'created_date'.

   Use SELECT created_date, COUNT(ticket_id) FROM tickets GROUP BY created_date; Mention that you would handle date formatting if needed.

4. 4

   What are some common causes of high CPU usage on a Linux server, and how would you investigate?

   Mention using top or ps to identify processes, checking logs, and looking for runaway scripts or memory leaks. Emphasize following change management before killing processes.

Practical Scenarios

1. 5

   You receive multiple high-priority tickets at the same time. How do you prioritize?

   Base priority on impact and urgency, using SLAs. Communicate with stakeholders and document your decisions. Show that you can stay calm and follow process.

2. 6

   A client is angry because their issue is not resolved for two days. How do you handle the call?

   Listen actively, apologize for the inconvenience, explain the current status, and give a realistic timeline. Escalate if needed and follow up to ensure resolution.

3. 7

   You suspect a ticket is a duplicate of an existing known issue. What do you do?

   Check the known error database or recent tickets, link the new ticket to the existing one, and inform the user. Avoid closing without confirmation.

4. 8

   During a night shift, a critical server goes down. What steps do you take?

   Follow the escalation matrix, attempt basic recovery if within your scope, and inform the on-call engineer. Document actions in the ticket for handover.

Behavioural and HR

1. 9

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

   Show interest in troubleshooting and client interaction. Research the company's values and mention how they align with your career goals, without claiming specific internal knowledge.

2. 10

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

   Be honest and positive. If you have constraints, mention them but express willingness to adapt. Support roles often require shift work.

3. 11

   Tell me about a time you helped someone solve a technical problem.

   Use the STAR method: describe the situation, task, action, and result. Highlight patience, clear communication, and a successful outcome.

4. 12

   How do you handle pressure or a difficult customer?

   Give an example of staying calm, focusing on the problem, and using available resources. Mention seeking help when needed and learning from the experience.

Tools and Processes

1. 13

   What is a service level agreement (SLA), and why is it important in support?

   Define SLA as a contract on response and resolution times. Explain that it sets expectations and helps prioritize work. Mention that breaching SLAs can affect client satisfaction.

2. 14

   Have you used any ticketing tool? Describe how you would log a ticket.

   If you have used one, mention it. Otherwise, explain the general fields: user details, description, priority, category, and steps to reproduce. Emphasize clear documentation.

3. 15

   What is the difference between a known error and a workaround?

   A known error is a problem with a documented root cause; a workaround is a temporary fix to restore service. Give an example like restarting a service as a workaround.

4. 16

   How would you use a tool like PuTTY or Remote Desktop in your daily work?

   Explain that you would use them to connect to servers or user machines for troubleshooting. Mention security practices like not sharing credentials and logging actions.