Top Prescreening Questions to Ask: Ensuring the Best Fit for Any Role

What type of IT Support projects have you worked on previously?

Understanding the range and scope of projects a prospective IT support specialist has been involved in can provide valuable insight into their skill set and working style.

Can you describe your experience with troubleshooting systems and hardware?

Troubleshooting is an indispensable element in any IT role. Grasping the candidate's troubleshooting approach and prior experiences can give you an understanding of their potential value in your team.

Do you have experience providing remote tech support?

In today's digital world where remote work has become commonplace and even necessary, remote tech support skills are undoubtedly a big advantage.

How familiar are you with our current operating systems and software?

This question offers a sense of how quickly the candidate can adapt to your specific environment, saving you on extensive training time.

Can you tell us about your customer service experience?

IT support has a significant customer service component. Being able to navigate this is critical in keeping internal stakeholders satisfied with the IT function.

How would you rate your communication skills?

An IT support specialist will need to communicate complex technical information in an understandable way to a diverse array of users.

What active certifications related to IT support do you currently hold?

Certifications highlight a candidate’s dedication to continual learning and their skills in specific areas, while also validating their knowledge and expertise.

What is your process for troubleshooting technical issues?

This question gives you insight into the candidate's structured thinking and can demonstrate their capacity to be rational and analytical in problem-solving.

Can you explain any advanced technical skills you possess?

This question uncovers the technical strengths of the candidate, which could prove invaluable in certain situations and for specific tasks.

Have you ever developed or revised IT protocols in any of your previous roles?

This will show the candidate's ability to evaluate and improve systems - an essential element of maintaining a robust and secure IT environment.

Have you ever worked in an ITIL environment?

Understanding how familiar the candidate is with ITIL practices will help you judge how well they'll fit into your existing framework and compliance standards.

Can you give an example of a difficult technical problem you had to resolve, and explain how you approached it?

This question allows you to assess the candidate's problem-solving skills, creativity, and ability to work under pressure.

How do you handle stressful situations, particularly when dealing with frustrated or disgruntled users?

The answer to this question will give you an idea of their soft skills like patience, empathy, and conflict resolution.

Can you describe your experience dealing with network security issues?

In an era where data breaches and cybersecurity threats are commonplace, this is a crucial skill for any IT professional.

What types of systems or software have you supported in the past?

Your goal here is to understand their areas of expertise and experience to evaluate if it aligns with your current system environments.

What is your comfort level in training users to use new tools or systems?

Supporting a learning and development culture implies promoting tech literacy among all staff, an area where IT support can play a significant role.

Describe a time when you had to explain a complex IT issue to a non-technical person.

The ability to simplify complex information for those lacking technical expertise is a priceless soft skill in IT support roles.

What do you do to keep your technology skills up to date?

This question can highlight the candidate's dedication to ongoing professional development and staying abreast of the fast-paced changes and advancements in technology.

Have you ever been involved in a major IT project from start to finish?

A candidate who has seen a significant project through has likely developed strong project management, organization, and strategic thinking skills.

Tell us about a time when you had to prioritize your IT support duties. How did you decide what to focus on first?

This question explores the candidate's ability to make informed decisions under pressure and demonstrates their understanding of prioritization in ensuring business continuity.