Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Hands-on competence
35% weight
Check hands-on range: imaging laptops via Intune or SCCM, resetting accounts in Active Directory or Entra, Office 365 mailbox fixes, printer queues, VPN clients, RAM and SSD swaps.
Evidence to listen for
Names the equipment, materials, and tolerances they work to
Can describe a job start to finish without hand-waving the hard parts
Holds the tickets, licences, or certifications the work requires, and they are current
Knows what they are not qualified to touch
Five-point scoring guide
1
Poor
Cannot describe the work concretely; lacks required tickets or licences.
2
Needs Improvement
Basic familiarity; needs supervision on routine tasks.
3
Satisfactory
Competent on standard work; slower or unsure on unfamiliar jobs.
4
Very Good
Skilled and independent across the normal range of the role.
5
Excellent
Names specific tools and OS versions, describes rebuilds and account provisioning done unaided, and quotes ticket volumes handled per week.
02
Evaluation factor
Safety discipline
30% weight
Probe security and change hygiene: least-privilege admin accounts, phishing escalation to the SOC, encrypted disposal of drives, patch windows, and electrical safety when opening hardware.
Evidence to listen for
Treats procedure as protection rather than paperwork
Can describe a time they stopped work and why
Knows the specific hazards of this trade and the controls for each
Reports near misses instead of hiding them
Five-point scoring guide
1
Poor
Casual about safety; describes shortcuts with pride.
2
Needs Improvement
Follows procedure when watched; cannot name the hazards that matter.
3
Satisfactory
Sound safety habits; less certain on unfamiliar hazards.
4
Very Good
Safety is instinctive; can describe stopping work over a real concern.
5
Excellent
Treats credentials and user data as controlled assets, refuses shortcuts around admin rights, and cites a phishing or ransomware report they escalated.
03
Evaluation factor
Fault finding
20% weight
Test fault isolation on messy problems: intermittent Wi-Fi for one floor, Outlook profile corruption, blue screens, slow logons. Look for use of Event Viewer, ping, tracert, and logs.
Evidence to listen for
Has a method for narrowing a fault rather than swapping parts
Reads schematics, manuals, or error codes and acts on them
Knows when to escalate rather than guess
Can describe a fault that took real work to find
Five-point scoring guide
1
Poor
Parts-swapper; no diagnostic method.
2
Needs Improvement
Fixes symptoms; cannot explain how they found the cause.
3
Satisfactory
Solid on familiar faults; less structured on new ones.
4
Very Good
Clear systematic method with a real hard-fault story.
5
Excellent
Walks a layered elimination path, distinguishes network from application from profile causes, and explains how the root cause was confirmed.
04
Evaluation factor
Reliability and conduct
15% weight
Assess conduct with frustrated users and remote sites: ticket notes quality in Jira Service Management or ServiceNow, SLA adherence, escalation timing, and knowledge base articles they wrote.
Evidence to listen for
Turns up, on time, prepared
Handles shift work, callouts, or travel as the role requires
Documents work so the next person can pick it up
Deals with customers or site staff professionally
Five-point scoring guide
1
Poor
Unreliable attendance; unprofessional on site.
2
Needs Improvement
Inconsistent; documentation is an afterthought.
3
Satisfactory
Dependable; paperwork is adequate.
4
Very Good
Consistently reliable, documents well, professional with customers.
5
Excellent
Documents fixes so others can reuse them, hits response targets consistently, and keeps calm, plain language with non-technical staff.
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