L1 Support Engineer Interview Questions & Answers | How to Pass an L1 Support Engineer Interview

L1 Support Engineer Interview Questions and Answers

Are you preparing for an L1 Support Engineer interview? 💻🔧 This video will guide you through the most common L1 support interview questions with sample answers to help you succeed. Whether you’re starting your IT career or looking to strengthen your technical support skills, this video is packed with valuable insights.

📌 In this video, you’ll learn:

The top L1 Support Engineer interview questions and answers

How to handle technical troubleshooting and ticketing systems

Tips for delivering excellent customer support under pressure

Key concepts about networking, operating systems, and hardware basics

How to showcase your problem-solving and communication skills effectively

This guide is perfect for freshers, entry-level IT professionals, and job seekers aiming to build a career in technical support, help desk, or IT services.

👉 Watch until the end to gain confidence and prepare like a pro for your next L1 Support Engineer interview!


1. Can you describe the role of an L1 Support Engineer in the IT industry?
2. What are the most common tools and technologies you have used for troubleshooting?
3. How do you prioritize multiple support requests that come in simultaneously?
4. Explain how you would handle a situation where a customer is frustrated and upset about a technical problem.
5. What is your troubleshooting process?
6. How do you ensure you fully understand a customer's problem before resolving it?
7. What steps do you take to document support issues and resolutions?
8. Can you explain DNS to a non-technical person?
9. What is your experience with remote desktop technologies (e.g., TeamViewer, Microsoft Remote Desktop)?
10. How do you keep your technical knowledge up to date?
11. Describe a time when you needed to collaborate with other teams to resolve a customer issue.
12. What strategies do you use to communicate technical information to non-technical customers?
13. What do you do if you do not know the answer to a customer’s question?
14. Can you explain the difference between proactive and reactive support, and which do you prefer?
15. How do you manage your time effectively with high volumes of support tickets?
16. What metrics do you think are important to track in support engineering, and why?
17. Describe a challenging technical problem you faced and how you solved it.
18. What is your experience with ticketing systems such as Zendesk or ServiceNow?
19. How do you handle feedback or criticism from customers or team members?
20. What do you believe are the key qualities that make a successful Support Engineer?
21. Can you provide an example of how you have improved a support process or workflow in your previous role?
22. Are you aware of the latest processors? Can you discuss any differences between them?
23. How do you perform root cause analysis in support engineering?
24. What role does empathy play in your interactions with customers?
25. How do you ensure you provide accurate and timely information to customers?