I will check his desktop connection to corporate network and later I will check account health using active directory. If it will not solve the problem I will track the packets to find the device which is losing them.
These were all questions that related to real life experiences I may have encountered in previous roles. Always provide the issue that was experienced and how you resolved this. Examples included of dealing with difficult customers or when you have made a mistake.
By gauging the issues in order of importance and significance. I then gave the example that if I had a call regarding someones screen flickering and a server failing that the obvious priority would be repairing the server as it causes greater issues for a larger number of users. I expanded further by saying that if I had 5 issues to deal with that I would contact the users to see if there issue could be dealt with at a later date as I had an issue with greater technical importance to deal with first.
Good Feedback on how we use to carry out interviews. Lots changed since this review and I would say not only with the Interviewing but in the business in general. Interview now has a set of good all round questions we ask on the phone, then into a test environment where we have built a set of issues that the candidate needs to try and resolve. We have evolved this environment adding questions on routers, firewalls, virtual systems and Office365.