Desktop Support Engineer Interview Questions

Desktop support engineers are typically IT experts who resolve issues related to Information Technology (IT) within an organization or for individuals. Also, they are able to aid with the setting up and maintenance of laptops and the resolution of security and server issues that affect businesses. It is their job to assist companies or individuals in installing, patching, upgrading, and troubleshooting software and fixing any security issues with these machines, and even assisting with issues related to servers or racks.

A bus is a simple circuit that is used to connect one part of the motherboard to another by means of an electrical path. When a bus can handle more data at once, it will transfer data more quickly between computer components. "Bus speed" refers to the rate at which data can be transferred from one computer component to another. The speed of the bus can be expressed in megahertz (MHz), which indicates how much data can be transported across the bus at one time.

Here is a list of some of the Desktop Support Engineer Roles and Responsibilities:

• Troubleshoot your system to fix any problems you may encounter.
• Install, upgrade, and maintain software and equipment.
• Ask questions to determine the cause of the problem.
• Provide remote troubleshooting services.
• Assist new employees in setting up their workstations.
• Train new employees on the company's software and apps.
• Identify and evaluate new technologies with existing vendors.
• Provide timely responses to ad hoc and urgent requests.
• Provide technical advice to an organization's executives.
• Monitor and optimize the performance of an organization's desktop infrastructure.
• Analyze connection issues.

Active Directory (AD) is a directory service that allows users to connect with the network resources they need to complete their tasks. Essentially, the database (or directory) is a place where you store information about your environment, such as what users and computers you have and who is allowed to do what. The Active Directory service allows administrators to control users' access to network resources and manage permissions. The data in Active Directory is stored as objects, such as users, groups, applications, and devices. These objects are classified according to their names and attributes.

DHCP or Dynamic Host Configuration Protocol: As a network management protocol or application layer protocol, it is used to automatically assign an IP (Internet Protocol) host with its IP address, as well as related configuration details such as Subnet mask, DNS address, Default gateway, Router address, and Vendor class identifier.

IP addresses such as the subnet mask, gateway IP, and DNS server IP are all included in the scope. It can be used as a means of communication with the other computers in the network. A superscope is formed by combining two or more scopes.

Essentially, DNS (Domain Name System) is what acts as the phone book of the Internet. Domain names such as scaler.com and interviewbit.com are used by humans to access information online. A web browser interacts with the Internet using IP addresses. DNS transforms domain names into IP addresses for browsers to access Internet resources.

Every connected device to the internet has an IP address that can be used by other machines to find that device. With DNS servers, humans no longer need to memorize IP addresses like 172.158.1.16 (in IPv4), or complex addresses like 2550:ab00:2628:1::c629:d5a6 (in IPv6).

Once you install the DNS (Domain Name System) Server role in a Windows environment, you'll have the ability to create new forward and reverse lookup zones. Each zone serves a different purpose.

• Forward lookup zone: This zone maps hostnames to IP addresses. Whenever a computer requests an IP address by providing the hostname, the forward look-up zone is queried to obtain the IP address for that hostname. For example, if you type www.scaler.com into the address bar of your browser, the forward zone is queried and it will return the IP address 137.336.245.17, which is actually the IP address of the site you are looking at.
• Reverse lookup zone: This zone maps an IP address to the hostname. Whenever a computer requests a hostname (domain name) by using an IP address, the reverse zone is queried to obtain the hostname for that IP address. For example, if you request the hostname for an IP address 137.336.245.17, the reverse zone is queried and will return the hostname www.scaler.com.

Internet Authentication Service (IAS) is a network server owned by Microsoft that authenticates users. It offers authorization and authentication services to remote users connecting to corporate networks. The IAS is a side server that is not directly connected to any traffic, and instead, communicates only with the RAS (Remote Access Service) server. When a client computer requests to connect to a network, the RAS must validate its credentials, and since credentials are stored on the IAS server, the RAS contacts the IAS server with the user name of the applicant to obtain authentication details.

• DC (Domain controller): A DC is a server in a Windows Server domain that handles authentication requests like usernames and passwords. This is responsible for granting hosts access to Windows domain resources. This first DC is a Global Catalog (GC) that handles all five FSMO responsibilities: PDC Emulator, RID Master, Infrastructure Master, Schema Master, and Domain Name Master.
• ADC (Additional Domain Controller): An ADC is a backup for a domain controller. In ADC, there are only three operational roles, namely PDC Emulator, RID Master, and Infrastructure Master.

Default Gateways are nodes (physically connected devices) that allow devices from one network to communicate with devices from another network. Any host trying to reach a destination outside its own network must use a default gateway. The default gateway is simply one that is used by default unless there is no other gateway specified.

Group Policy is primarily used for security purposes and can be used to configure security settings for users and computers. Essentially, it provides administrators with a central location for managing and configuring operating systems, applications, and users' preferences. With it, you are able to control certain things like the user's ability to shut down the system, run a command, or access the control panel. When used correctly, group policies can be a great tool for increasing the security of user computers and preventing both insider threats and external threats from exploiting their computer systems.

The fixmbr command is essentially a Recovery Console command you can use to write a new master boot record on the computer hard disk drive that is specified in the command. Only Windows 2000 and Windows XP provide access to this command.

Syntax: fixmbr device_name

Device_name specifies the drive location to which a master boot record will be written. By default, the master boot record is written to the primary boot drive if no device is specified.

Security Identifiers (SIDs) are the unique identification numbers that are used by computers or domain controllers to uniquely identify you. Its purpose is to uniquely identify a user, a group of users, or another security principal by using a string of alphanumeric characters. SID is assigned to the security principal for the lifetime of the principal (within a given domain) and all the principal's properties, including its name, are associated with that SID. It is designed in such a way that a principal may be renamed (for example, from "Make Smith" to "Make Jones") without affecting the security attributes of objects associated with that principal.

Differences between Server OS and Desktop OS are as follows:

Yes, Hard disks can be converted to Dynamic Disks. Here are the steps:

• Firstly, log in to your administrator account and open the Run window.
• Enter the diskmgmt.msc command and click Enter to complete.
• A new screen will appear. Right-click on the Basic hard disk option and select Convert to Dynamic Disk.

MSTSC command (Remote Desktop Command) is available to enable access to a client from a different location than the server. Basically, it enables you to get access to another person's computer as if you were next to it. To do this, you have to know the IP address of the remote computer or you have to be connected to the same network.

If you want to use this command, you simply need to launch a run window and then type mstsc/v:COMPUTER/f. Here, V stands for the remote computer and f stands for full screen. Click on next. You may also type mstsc and hit Enter to open the Remote Desktop dialogue box. There, you can enter the name of the computer or IP address to connect to.

The difference between Tree and Forest are as follows:

When you start your computer in safe mode, it will only run the essential programs that are needed to run your computer. As soon as you turn on your computer, a number of drivers are loaded, which are programs that enable your operating system (OS) to communicate with software and devices. In contrast, when you boot your computer in safe mode, only a minimal number of drivers (typically only the keyboard, mouse, and display drivers) are loaded. In safe mode, your operating system is loaded in a very basic state, allowing you to potentially determine what is causing the issue.

Sol: The following are the two ways you can launch your computer in safe mode:

• Method 1:
  • Restart the computer.
  • Tap the F8 key as soon as the system begins to boot. This will lead you to a range of boot options, including Safe Mode.
• Method 2:
  • Press Windows + R together to open the Run command window, and then type "msconfig" into the box.
  • The system configuration window will appear. Select the Boot tab, check the "Safe boot", and choose "Minimum" for a normal safe boot.
  • By clicking Apply, your computer will start in Safe Mode the next time it is started.

• Permission: An administrator has the right to assign permissions to network resources such as files, folders, printers, etc. 
• Policies: Policies are assigned to containers of Active Directory, such as domains, sites, OU (Organizational Unit), etc. In general, policies are defined by organizations and applied to their objects and resources.
• Rights: Users and groups are given rights, and as an Administrator, you determine which user has access to those resources. The user's rights tell you how they are going to access the resources.

Internet Protocol Configuration (IPCONFIG) is a command-line utility that gathers and displays information about current (TCP/IP) Transmission Control Protocol/Internet Protocol configuration values on the screen. In other words, it allows you to view and manage the IP address of the machine. Every time IPCONFIG is invoked, it will also refresh the DHCP ( Dynamic Host Configuration Protocol) and DNS (Domain Name System) settings. If the IPCONFIG command is executed without any parameters, it only displays the default gateway, IP address, and subnet mask of every available network adapter. 

Here is the syntax: ipconfig /parameter_name

For instance, if you run "ipconfig /all", you can see the complete TCP/IP configuration of all available network adapters.

NTLDR (New Technology Loader) serves as the boot loader for all versions of the Windows NT operating system. In most cases, NTLDR runs from a primary hard drive or from a portable device like a USB flash drive or CD-ROM. Also, the NT loader is capable of loading non-NT-based operating systems with the appropriate boot sector on a file. The NTLDR consists of three major files:

• NTLDR file: It is the main boot loader.
• NTDETECT file: This file is required to boot an NT-based OS. It detects basic hardware information to ensure a successful boot.
• boot.ini file: Contains information about the system configuration.

In the event that Windows NT OS continues to fail to boot, you may receive the following NTLDR errors. Usually, the cause for NTLDR errors is the failure to boot from a non-bootable device, a damaged or not detected hard drive, BIOS outdated, file deletion or damage, or corrupted files.

"NTLDR is missing
Press Ctrl+Alt+Del to restart.”

"NTLDR is missing
Press any key to restart.”

"Boot: Couldn't find NTLDR
Please insert another disk.”

If you encounter the NTLDR missing error in your system, you may try either of the following methods to resolve the problem:

• Restart your computer: The NTLDR missing error might just be a fluke.
• Plug out all removable media: Some accessories might be hindering the boot process. Typically, this issue appears when the BIOS attempts to load from a non-bootable external drive. Remove all external drives and removable media (CDs, floppy disks, memory cards, and USBs) to ensure the BIOS cannot be loaded from these devices.
• Change the BIOS boot order: If removing the external drive isn't possible or doesn't work, you can manually adjust the boot order in BIOS/UEFI to make sure the computer boots from the internal hard drive.
  • Step 1: Restart the computer.
  • Step 2: Press and hold F10, F8, F2, or Del to enter BIOS.
  • Step 3: Click on the BOOT tab. Consider placing the bootable hard drive with the NT Loader files, where you have installed Windows OS, at the top of your priority list.
  • Step 4: Boot your computer again and check whether you still receive the NTLDR is missing error.
• Upgrade your outdated BIOS: You may occasionally encounter the NTLDR missing issue if the basic input/output system (BIOS) on your computer is outdated. Accordingly, it is imperative that you install the most recent version of BIOS on your computer. It is best to contact the computer manufacturer to see how to obtain and install the latest BIOS update.

Incremental and Differential backups are two different backup strategies with the same purpose i.e., to optimize the backup space as well as the backup time.

• MSI File: The .msi extension is used for MSI files, which are compressed packages of installer files. It contains information regarding how to add, modify, store, or remove the respective software. In the MSI file, you will find instructions, data, processes, and add-ons that are essential to running the application normally. The reason that developers prefer MSI over EXE when creating an installer for their application is that MSI is easier to create. On top of that, they also reduce the time and coding efforts involved in the process.
• EXE File: In general, .exe extensions are only used for executable files that contain lines of instructions or code that can directly be run by the window's operating system. When opening the executable files received via email, users should be aware that the files run some type of code once opened. Exe files are executable programs.

Blue screen of death (BSOD), also referred to as blue screen error or stop error, is an error screen displayed by the Windows operating system in the event that a fatal error is encountered. It typically occurs because of a critical condition affecting the operating system, e.g., hardware failure, or unexpected termination of a critical process. A BSOD causes Windows to enter a state of frozen mode, requiring the system to be restarted in order to continue operating.

A DHCP (Dynamic Host Configuration Protocol) reservation is a permanent assignment of an IP address. Essentially, it is a specific IP address, within the scope of a DHCP server, which is being permanently reserved for lease used by a particular DHCP client. In cases where network equipment or computer systems require a specific IP address, we will create a reservation for that computer system in the DHCP server. DHCP reservations can be configured in the DHCP server when users need a permanent IP address. The reservation includes the following elements:

• Reservation Name
• IP Address
• MAC Address
• Description
• Supported Types

• SMTP: SMTP (Simple Mail Transfer Protocol) is the industry-standard protocol for email transmission. SMTP is a protocol used to send, relay, or forward email messages from a mail client to a receiving mail server. An SMTP server is used for the process of sending an email message.
• IMAP: IMAP (Internet Access Message Protocol) is an email protocol for managing and retrieving messages from receiving servers. The IMAP protocol is designed for message retrieval, so it cannot be used for sending emails.

SMTP and POP are the two protocols that control email transmission on the Internet (both send and receive).

• SMTP: SMTP (Simple Mail Transfer Protocol) is a protocol that allows email to be sent from a client to a receiver server in a very simple and fast manner. 
• POP: By contrast, POP ("Post Office Protocol") is a protocol that allows the user (receiver) to download the message into his own inbox: it is actually the incoming server that collects the message. Today, POP3 is the most recent version.

If you would like to successfully and safely recover data from an infected computer, you would need to extract the hard drive from the PC. It needs to be saved to a computer that has the latest virus definitions and Microsoft patches installed. Afterwards, you'd check the disc for viruses, and after they were removed, you'd be able to extract any data you needed.

Following are the steps for making a backup in Microsoft Outlook:

• Go to the control panel and select the mail option.
• Click on the data file, then select the personal folder from the drop-down list, and click on Open.
• You must then copy the .pst file and paste it into the location where you would like the backup to be stored.

The error message "Windows Cannot Connect For Updates" is mainly caused by one of the two reasons listed below:

• Either the files are corrupt, missing, or have been deleted.
• If update services have been disabled.

The following two methods can be followed to resolve this problem:

• Method 1: To troubleshoot this issue by yourself, follow these steps:
  • Initially, launch the Run command and type services.msc. Click the Enter key. A new window will open.
  • Look for the option to update Windows. Then right click it and select properties.
  • Once the startup page has opened, type 'enable' in the box and click on the Start button. Now click OK, and the problem will be resolved.
• Method 2: The easiest way to fix this error is by contacting Microsoft and reporting the problem.

The IEEE 1394 port, more commonly referred to as FireWire, facilitates high-speed communication between two computers or between a computer and peripheral devices (such as keyboards, digital video cameras, printers, scanners, and external hard drives). The terms FireWire refers to the types of ports, cables, and connectors that enable computers to connect to external devices.

There are two types of Outlook data files - Personal Storage Tables (PST) and Offline Storage Tables (OST), both of which store synchronized copies (either in a local drive or for offline utilization) of mailbox items - email messages, contacts, attachments, notes, etc.

Manually convert OST to PST

The below steps will guide you through this method:

• Open the File menu in Outlook, then choose Open & Export.
• Click the Import/Export option.
• Scroll down to Export to a file, then tap Next.
• Click on .pst (Outlook Data File) and tap Next.
• Select the folder that you wish to export and click on Next.
• Lastly, select the export location and click Finish.

Archive Method

The below steps will guide you through this method:

• Start by logging into your Outlook account.
• Go to the File menu.
• From the list, select Archive.
• Click on the file you wish to archive.
• Choose the location for your new archive file.
• Lastly, click Finish.

In most cases, your computer restarts in a loop because it has been affected by a hardware failure, a corrupt driver, malware infection, or due to dust and dirt. Here are some ways to troubleshoot and fix the computer restarting issue.

• Turn Off the automatic restart feature: It is very annoying to see your computer continuously rebooting and there is nothing you can do about it other than turn off the Automatically restart feature.
• Check the hardware issue: A faulty hardware component can cause a computer to malfunction. Therefore, you should verify that your hardware is in proper working order.
  • Check the RAM: RAM is often the cause if your computer restarts. Check out your RAM, or the slot in which it is inserted.
  • Check the CPU: Processor overheating is another issue that may result in the system restarting, so you should make sure that your CPU is functioning correctly.
  • Check your external devices: Unplug all external devices connected to your computer and check if the issue is resolved.
  • Keeping your computer clean: A buildup of dust within your computer can cause overheating and damage to its components, resulting in frequent restarting.
• Update your drivers: Drivers that are outdated or missing may cause the computer to restart because the devices are not able to communicate with your computer. Thus, you need to check and verify that all your drivers are up-to-date, and update those that aren't. Driver updates can be done manually or automatically.
• Scan for viruses: Malware or virus infection is likely to result in your computer continually restarting. To prevent this, you should perform a full virus scan on your computer.

Follow the steps below to join a computer to a domain:

• Open the Start screen, then type Control Panel into the search box, and press Enter to open it.
• Go to System and Security, and click System.
• Scroll down to Computer name, domain, and workgroup settings, and then click on Change settings.
• From the Computer name tab, select Change.
• Click on Domain under Members of, type the domain name you wish the computer to join, and click OK.
• Finally, Click OK and restart the computer.

The difference between RAS and VPN server is as follows:

• Tree Domain: A collection of domains which are connected together in an Active Directory hierarchy is referred to as a tree, a tree domain, or a domain tree. The tree domain contains multiple domains that can communicate with each other by using trusts. They can communicate one way or two ways.
• Child Domain: A domain tree is formed on the basis of the parent-child hierarchy. Child domains are basically a logical grouping of network objects (domains) beneath a parent domain in an Active Directory hierarchy.

Useful Resources

• Technical Support Interview Questions
• Application Support Interview Questions
• Linux Interview Questions
• Operating System Interview Questions
• Networking Interview Questions
• Interview Preparation Articles 
• Technical Interview Guide

Since you are a Desktop Engineer, you can grow your career further by gaining experience in server administration. This can comprise Windows/Unix administration or even Cisco networking that can provide a lot of opportunities for you. A desktop support specialist may choose to pursue a computer-related position such as database administrator, network administrator, computer network architect, SharePoint administrator, and technology director.

Every industry and profession gives you ample opportunity to speak about yourself. In asking this question, hiring managers want to learn several things about you and give you a chance to highlight your relevant qualifications and experience for the position.

• Outline your current job duties and key traits making you a good fit for the position.
• Describe how your skill in desktop support helped you resolve a problem in real-life.
• Consider what the hiring manager expects from the ideal candidate and respond accordingly. Also, refrain from disparaging your former job or boss.

Sample  Answer: 

“Working for a Fintech company, I troubleshoot network issues and connect computers to the internet and the company intranet. I completed my bachelor's degree in Information Technology and I am a Microsoft Certified Network Engineer. Additionally, I have Cisco and Oracle certifications. Working knowledge of computer hardware systems, memory modules, chipsets, and peripheral components. Because of my technical expertise, I have held positions in the desktop support field at a bank, a 5-star hotel, and an insurance company, where I helped to keep computers and IT systems functioning in a safe environment. Experience installing and upgrading operating systems and computer software, as well as repairing, maintaining, and replacing hardware and computer peripherals.

It is essential for someone not only to have technical skills but also to have interpersonal skills. Stay up late at night to ensure that employees can resume working without experiencing computer malfunctions the next morning. One of my goals is to keep the organization on track."

This question provides insight into what motivates you as a candidate. Recruiters want to know if you are motivated by the attractive compensation plan or if you want to help solve problems. 

• Show your knowledge of the industry and your potential value if hired.
• Aside from money, talk about other aspects of the role that make you passionate. What drives you? Is it a passion for troubleshooting computers or a deep understanding of programming and its applications?
• Make sure that you understand how vital desktop support is to the smooth operation of the entire office since most departments are reliant on IT support.

Sample Answer:

“Choosing a career as a technical support specialist has enabled me to pursue my passion for computers and solve the problems of others. Although technical knowledge is often taken for granted, it can make or break clients' businesses and operations. It provides an easier way to get into almost any tech industry while also improving your technical skills. Taking on a position as a desktop support technician will allow me to make customers' lives and businesses easier while continuing to do what I enjoy doing."

In India, a Desktop Support Engineer's salary ranges from Rs 1.3 Lakhs to Rs 3.5 Lakhs per annum, with an average annual salary of Rs 2.2 Lakhs. In the United States, a computer engineer earns an average salary of $52,133 per year.

Your response to this question demonstrates your commitment to that specific employer and will provide insight into whether you have researched the company beforehand. Don't miss the opportunity to demonstrate your genuine passion for the organization.

• Demonstrate to the recruiter that you understand the company's mission and vision and desire to contribute to its success.
• You might mention how you like the company culture or employee development programs.
• Perhaps you could also mention whether the organization has a public service or environmental initiative that resonates with you.

Sample Answer: 

“Considering that your products contribute to lessening the carbon footprint and making food production more environmentally friendly, this is why I applied to your company. The work you do, especially in developing countries, makes a positive impact on millions of lives around the world. It will enrich my career and my personal life as well. Having an interest in network systems, computer systems, and interacting with people, I believe working for your organization would be an excellent stepping stone into a career as a desktop engineer”.