1st Line Support Interview

[lennshow66]

Hi guys,

I've just got myself an interview at an IT company in 1st line support. There was a phone interview were he asked me questions about my experience and at the end offered me a face to face interview.

Im after some advice really. I am currently studying for my degree in Network Engineering and Systems Administration and am very passionate about everything IT related really I have got my CCNA1, 2, 3 exams done and currently am studying for CCNA 4. I have also had work experience working as part of a small IT team.

I have already informed my interviewer that I am studying at University and he seems fine with this.

So what sort of interview questions can I expect? How should I prepare for this interview?

Thanks for any advice you can give

 

[Akagi]

Ping me an email via trust and I'll try and reply to this later. I had three 1st line support interviews last year, and got 2/3 jobs.

 

[Deleted member 66701]

You sound over qualified for 1st line support TBH, so if anything I'd play down your skills and experience a little.

Just prepare by making it sound like you'll have no problem following scripts/case bases and emphasise your phone manner/interpersonal skills rather than your technical skills as they'll be less relevant to a 1st line support role.

#disclaimer - I started my 15 year career at Hewlett Packard in 1st line support.

 

[Hades]

What is it 1st line for? Basic PC support? Enterprise level application support? What industry is it for (e.g. a bank or a small company, etc)?

(I run enterprise application support teams for banks so if it's that, then I can probably give a reasonable idea).

 

[Akagi]

Hi mate, I have sent you a rather lengthy email! I hope it helps.

 

[mattyfez]

A lot depending the company.. Some 1st line jobs can be a bit dead-end.. But a lot recruitment it staff through service desk do you can progress quite quickly.

 

[Hellsmk2]

Interviewer: Please spell your name.
Applicant: N-a-m-e
Interviewer: You're hired.

 

[lennshow66]

What is it 1st line for? Basic PC support? Enterprise level application support? What industry is it for (e.g. a bank or a small company, etc)?

(I run enterprise application support teams for banks so if it's that, then I can probably give a reasonable idea).

The job is for a company that manages other peoples networks. So i'll be answering phone calls from people who are having problems and I guess remoting in and trying to solve the issues or passing it off to someone who can. From what I can gather its only a small business at the minute but I have to start somewhere.

Been applying for a while this is the first interview i've got.

Thanks

 

[Deleted member 66701]

So i'll be answering phone calls from people who are having problems and I guess remoting in and trying to solve the issues

Not as first line support you wont - I expect first contact resolution by first line support in a network environment would be rare.

You'll be following a case base and logging it for someone more technical to look at.

 

[lennshow66]

Not as first line support you wont - I expect first contact resolution by first line support in a network environment would be rare.

You'll be following a case base and logging it for someone more technical to look at.

I see. Doesn't sound to difficult then, but also not that challenging.

 

[Deleted member 66701]

I see. Doesn't sound to difficult then, but also not that challenging.

If they incorporate 2nd line into the 1st line/call handler/incident manager role then it might not be too bad.

 

[( |-| |2 ][ $]

I'm confused, there are not 4 exams to get the CCNA qualification. There are two paths.
ICND1+2 or just a straight CCNA exam (200-120).


EDIT ignore me, I worked out these are probably internal Uni exams your working through at the moment.

 

[Deleted member 66701]

I'm confused, there are not 4 exams to get the CCNA qualification. There are two paths.
ICND1+2 or just a straight CCNA exam (200-120).


EDIT ignore me, I worked out these are probably internal Uni exams your working through at the moment.

Correct:-

A particular feature of this course is that students will be signed up to the Cisco Academy and will undergo a course of preparatory study for CCNA certification. Successful students will leave the course with CCNA 1, 2, 3 & 4 certificates and will be able to include these valued assets within their CV and job applications.

 

[Deleted member 77746]

Interviewer: Please spell your name.
Applicant: N-a-m-e
Interviewer: You're hired.

Would that not be Y-O-U-R N-A-M-E