IT Technical Interview Question?

Question

I've recently returned to the job force. I used to be a systems manager for some fairly large companies in the United States. Then my mother was diagnosed with cancer and I decided to try and run a business on my own. I made a decent run of things for five years, but eventually the business failed. I've went back to school and took some networking courses and have earned several certifications in my field, but it seems I've lost my flair for the job interview. One question I keep getting asked is a user calls a help desk and says they can not connect to the network? I'm used to hands on troubleshooting. Check your connections, ping loopback, etc..doing it myself. What is the proper answer for the help desk question?

Answer 1

The first thing you would ask is if the user has changed any settings, added any new software or hardware and if so did they lost connectivity afterwards.  Next you would ask if there are any users around your caller that are experiencing the same effects.  Then you can start with stepping the caller through the troubleshooting process.