Technical Knowledge & Troubleshooting, Can you explain what the difference is between a router and a switch?, How would you help a user who says, "I can't connect to the internet"? What are the first few steps you would take?, What is DNS, and what kind of problems can occur if it fails?, Can you describe the purpose of a default gateway?, What is the difference between a static IP address and a dynamic IP address (DHCP)?, What tool would you use to verify if a remote network device is reachable?, What does the tracert (or traceroute) command do, and how is it useful?, How would you explain a VPN to a non-technical user and help them connect to it?, Scenario-Based & Problem-Solving, A user can access a website by its IP address but not by its domain name. What is the most likely cause?, Several users in one part of the office suddenly lose their network connection. What are some possible causes?, A user's network connection is intermittently dropping. How would you diagnose this?, If you configured a new wireless access point but users couldn't see the network name (SSID), what would you check?, How would you handle a situation where you don't know the solution to a network problem?, Security & Best Practices, Why is it important to change the default username and password on network equipment?, What is a firewall, and what is its basic function in a network?, Can you name one or two common network security threats you should be aware of?, Soft Skills & Customer Service, How would you explain a complex network issue to a frustrated and non-technical user?, Describe a time you had to deal with a high-pressure network outage. What was your role and how did you handle it?, How do you prioritize your tasks when you receive multiple support tickets at the same time?, What steps do you take to document your work after resolving a support ticket?.

Networking support

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