ZOHO is hiring Freshers/Experienced for the roles of TECHNICAL SUPPORT ENGINEER. The details of the job, requirements and other information given below:
ZOHO IS HIRING : TECHNICAL SUPPORT ENGINEERS
- Qualification : Any Bachelor’s/master’s Degree
- 0-7 experience candidates can apply
- Understanding of modern IT management and ITSM concepts
- Familiarity with Windows,Mac, and Linux OS applications, endpoint security, IT operations, support management tools, and basic networking concepts
- Hands-on experience with tools like EDR, SOC, SCCM, Intune, AV, and Endpoint/Mobile device management would be a plus
- Excellent written and verbal communication skills
- Location: Coimbatore
Don’t miss out, CLICK HERE (to apply before the link expires)
Interview Questions And Answers for Technical Support Engineer Role
Technical Knowledge & Troubleshooting
1. A user reports that their Windows system is extremely slow. How would you approach this issue?
Look for candidates who mention checking system resource usage (Task Manager), startup programs, disk health, recent updates, and malware scans. Strong answers will include asking relevant follow-up questions about when the issue started and what changed recently.
2. Describe the process you’d follow to troubleshoot a machine that won’t connect to the internet.
The best responses should cover checking physical connections, verifying IP configurations, using tools like ping, ipconfig, DNS settings, and reviewing firewall or proxy settings. Bonus if they mention checking switch/router status or comparing with other devices on the network.
3. What steps would you take to secure a compromised workstation?
Look for responses that mention isolating the system, collecting logs, notifying security teams, scanning with AV/EDR tools, resetting credentials, and potentially reimaging the system. Understanding the balance between speed and thoroughness is key.
4. How do you deploy software to a group of endpoints? Have you used tools like SCCM or Intune for this?
Good candidates will explain the deployment workflow, such as packaging applications, targeting device groups, scheduling rollouts, and monitoring deployment success.
5. Can you explain what an Endpoint Detection and Response (EDR) tool does, and how it helps in IT support?
Expect an answer that explains that EDR tools detect threats at the endpoint level, collect activity data, and often include remediation capabilities. Bonus points if the candidate can name specific tools (e.g., CrowdStrike, SentinelOne).
Systems & Platform Knowledge
6. How would you assist a user trying to install software on macOS that requires administrative privileges?
Look for steps such as verifying user permissions, using sudo, guiding them through System Preferences for security settings, and potentially remote-assisting to complete the install.
7. Explain the differences in managing a Windows device versus a Linux device in an enterprise environment.
A good candidate will mention update mechanisms, permission models, remote access tools (e.g., RDP vs SSH), and package managers.
8. How do you ensure data privacy and system compliance in a support environment?
The candidate should mention adhering to company policies, encryption, role-based access, patching systems, and not storing sensitive credentials or logs unnecessarily.
Customer Handling & Communication
9. A user is frustrated and says their issue hasn’t been resolved for days. How do you handle the conversation and what steps would you take?
Ideal answers include staying calm, empathetically acknowledging the user’s frustration, setting clear expectations, reviewing case history, escalating if necessary, and following up regularly.
10. Explain a time when you had to walk a non-technical user through a complex issue. How did you ensure they understood you?
Look for structured, simplified communication, use of analogies, and asking for confirmation after each step. The ability to adapt based on user knowledge is a strong indicator of support skill.
Tools & Real-World Scenarios
11. Have you used any ITSM platforms like ServiceNow or Zendesk? How do you manage and prioritize tickets?
Candidates should be familiar with incident vs. request classification, SLA awareness, tagging, ticket assignment rules, and escalation paths.
12. What steps would you take if a security alert is triggered in the SOC and involves one of your assigned endpoints?
Strong answers include verifying the alert, identifying the type of threat, cross-referencing with EDR logs, containing the device, notifying relevant teams, and documenting actions.
Analytical & Process Thinking
13. How do you keep track of recurring issues and make sure they’re not just patched temporarily?
Look for mentions of root cause analysis, documentation, creating knowledge base articles, or proposing system/process improvements to prevent future incidents.
14. What’s your method for staying updated on evolving tools and technologies relevant to endpoint security and IT support?
They may mention following blogs, attending webinars, taking certifications, or learning from communities like Spiceworks, Reddit IT forums, or vendor-specific platforms.
Scenario-Based Challenge
15. Imagine a user cannot log into their device, and all you know is: “It just restarted, and now it won’t accept my password.” Walk me through how you’d troubleshoot this.
They should explore possibilities like keyboard layout changes, expired passwords, domain disconnection, system time differences, locked accounts, or disk errors.
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