Hiring Guide
IT Support Specialist
Specific duties of an IT Support Specialist can vary from business to business — along with factors like company culture, work environment, and team dynamics — it’s vital to tailor any job description and interview content to your company’s needs and expectations.
Hiring Guide: IT Support Specialist
IT Support Specialist interview templates
Featuring content from professionals at companies like:
Why you should hire an IT Support Specialist
IT Support Specialists help companies achieve success by analyzing, troubleshooting, and evaluating technology issues. They typically support either internal organizational members or external customers of a company by finding solutions or upgrading computer hardware and software systems.
In this hiring guide, we'll provide everything you need to hire a great IT Support Specialist.
Top skills for IT Support Specialists
Technical Troubleshooting
Customer Service Orientation
System Administration and IT Infrastructure
Self-management
Sample IT Support Specialist job description
IT Support Specialists provide technical support to internal or external stakeholders by analyzing and troubleshooting issues via telephone or web chat applications. They are primarily responsible for giving instructions to customers or employees on how to use various technologies such as business-specific software programs, internet connections, or other household IT products. Their goal is to ensure operational efficiency and optimal use of the relevant hardware or software technologies, to enhance system performance, and to secure data. Doing so requires them to have in-depth knowledge of computer hardware, software, and networks. To be successful, they should also exhibit excellent interpersonal and communication skills for providing support efficiently and effectively to others.
Sample interview questions for IT Support Specialists
Question 1
One of our core products is [describe core product]. What technical challenges do you anticipate our customers may experience for our this product? Why?
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What does this question reveal?
Candidate is familiar with your company’s technology and ability to troubleshoot for that specific tool
Answer tips
- Demonstrates knowledge of the product's features, functionality, users, etc.
- Understands the nature/value of the product and why people use it
- Prioritizes understanding the customer's vision and goals
- Suggests relevant challenges applicable to product's usage
- Suggests potential strategies to limit challenges/obstacles for the product
Question 2
Imagine you and a customer disagree on how to move forward with addressing the customer's issue. How would you handle the situation?
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What does this question reveal?
Candidate has the ability to manage customer issues effectively with ease and empathy
Answer tips
- Shows they are solution-oriented and can communicate clearly and with empathy
- Discusses actively listening to the customer's needs and reasoning
- Discusses analyzing the available information to suggest alternative solutions
- Discusses focusing on the long-term business goals/strategies of all parties
- Demonstrates a willingness to compromise to reach an agreement
