Tier 2 IT support questions/ your experience

[Superfreak04]

So, I have an interview coming up for a tier 2 IT support position. (Desktop support). I was going through an IT staffing company, and when they sent in my application for Tier 1 support, the company said I was overqualified. So with that being said, they bumped me up to tier 2 support. Not really sure how I'm over qualified since I only have 10 months experience in tier 1 help desk support, and a Bachelors degree with no certifications. But anyways, I'm a bit nervous.

With that being said, I'm calling out to anyone who is currently in this role, or has had experience with this type of roll.

I'm curious as to what type of questions would be asked in the interview for this role, as well as what common problems I may encounter in the work place. I know that I would be dealing with a lot of networking, as well as other tougher problems, but I'd like to hear people's personal experience.

As I've said, I only have experience in tier 1 support, which is super basic (ie. I have a virus, internet isn't working, keyboard isn't working, etc.)

Thanks!

[dAnceguy117]

Wish I had more for you here. I'm currently in a tier 1 position supporting proprietary software, so we're only sorta in the same ballpark here. In my situation, tier 2 checks to see if tier 1 missed any known solutions. If there isn't already a solution or fix in place, they do a lot of checking to see if it's a known issue that's already on tier 3's radar, or if it's actually a new/unknown problem that needs to be escalated. Wikipedia's explanation of tier 2 support seems to mirror this fairly closely.

D'you know what operating system(s) you'd be dealing with? That might be a good place to start brushing up or researching.

Hope there's a better response than mine soon, as I'd be curious to hear about someone's experiences. Best of luck!


edit: Here's a blog post with a brief description. Given your field, I'm sure you're quite proficient in Googling stuff, but hey.
http://joehertvik.com/help-desk-defi...vel-3-support/

[badman7772]

no certs? interview will be a waste of time. gg.

[Superfreak04]

Originally Posted by dAnceguy117

Wish I had more for you here. I'm currently in a tier 1 position supporting proprietary software, so we're only sorta in the same ballpark here. In my situation, tier 2 checks to see if tier 1 missed any known solutions. If there isn't already a solution or fix in place, they do a lot of checking to see if it's a known issue that's already on tier 3's radar, or if it's actually a new/unknown problem that needs to be escalated. Wikipedia's explanation of tier 2 support seems to mirror this fairly closely.

D'you know what operating system(s) you'd be dealing with? That might be a good place to start brushing up or researching.

Hope there's a better response than mine soon, as I'd be curious to hear about someone's experiences. Best of luck!


edit: Here's a blog post with a brief description. Given your field, I'm sure you're quite proficient in Googling stuff, but hey.
http://joehertvik.com/help-desk-defi...vel-3-support/

I'm not sure which OS' they'd be using to be honest. Staffing companies don't give me much information to work with haha. Do you remember how your interview was in terms of what they asked you?

Originally Posted by badman7772

no certs? interview will be a waste of time. gg.

I know right? How in the fuck am I "overqualified" if I have no certs, and barely any experience? gg lol.

[dAnceguy117]

Originally Posted by Superfreak04

I'm not sure which OS' they'd be using to be honest. Staffing companies don't give me much information to work with haha. Do you remember how your interview was in terms of what they asked you?

I got a few brief questions about my previous job, and then a "when can you start?" They were understaffed.

Originally Posted by badman7772

no certs? interview will be a waste of time. gg.

Disagreed. Every interview is an opportunity to get a feel for interview questions, which is half of what Superfreak is asking about here. Plus, if their decision were as predetermined as you say, then why would there be an interview at all?

[Superfreak04]

Originally Posted by dAnceguy117

I got a few brief questions about my previous job, and then a "when can you start?" They were understaffed.



Disagreed. Every interview is an opportunity to get a feel for interview questions, which is half of what Superfreak is asking about here. Plus, if their decision were as predetermined as you say, then why would there be an interview at all?

Damn lucky you lol. Well, I can only hope for the best I guess. Thanks for the reply.

[Izzy]

I've never heard of this "Tier 1" and "Tier 2" labels for this kind of work. Has this been around for awhile?

[Superfreak04]

Originally Posted by Izzy

I've never heard of this "Tier 1" and "Tier 2" labels for this kind of work. Has this been around for awhile?

Yes, but it mainly depends on the company. If its a huge company, then more than likely you will have these tiers, but if its a small business, you may only have a team, or even one person handling all issues.

[dAnceguy117]

My previous place most definitely did not have "tiers," haha. I took some stupidly basic support calls, and while in the same role, I also wrote up a script that would make widespread changes to one of the most commonly used tables in our database. Going from a teeny-tiny company to a fairly large one has been eye-opening, for sure.

[Superfreak04]

Just wanted to say, I got the job. Sup badman.

[Izzy]

Woop.

[One Winged Angel]

Grat eric round 1 is now on you indefinitely