Apprentice Hardware Deployment Technician Interview Questions

What are the three Northumbria Healthcare's values and what do they mean?

(i) Patients first - We put patients first, working together to give the right care, in the right place, at the right time. We step into others’ shoes, so patients get the best experience at Northumbria. (ii) Respect - We treat everyone with kindness and respect. By listening, valuing differences and pulling together, we create happy, healthy teams where everyone feels supported to succeed. (iii) Always improving - Every day we strive to make things better — for patients, their families, for each other. Giving safe, high-quality services is everyone’s responsibility. We do not settle for okay, we share ideas and we keep working together to be better every day.

How do you work independently?

I like to be organised when I work alone and have a methodical approach to carrying out tasks. I tend to break a task into a clear step-by-step plan so ensure I can easily keep track of my progress and prevent certain details from being overlooked or forgotten. If I'm unsure about something, I would ask or refer to someone more knowledgable in the area.

How do you work in a team?

I work well in teams where each members roles are clearly defined and everyone is able to easily communicate to each other when and where needed. I am happy to follow someone else's lead and be reassigned tasks to support colleagues who need it.

How would you organise your role as an apprentice between work and study?

I would determine my study time based on my working hours and its demands. I would hope to dedicate a consistent allocation of time to study and complete coursework across each week, with this being slightly increased on weekends to make the most of the free time. I would prioritise my studies based on my current understanding of the topics and the deadlines related to them. If I felt like I was struggling to find a balance between the two, I would communicate that early.

Tell me about yourself.

I finished my Quantity Surveying degree at university and decided to switch to pursuing a career in IT as it's something I've been consistently interested in throughout high school, sixth form, and certain modules at university. Since graduating, I've been trying to upskill myself through various online courses and by following a self-study roadmap to build foundational knowledge of IT so that I have a good starting point to start a career in a IT-related field. I am particularly interested in cybersecurity and networking, and so I hope to eventually progress into one of the two after I have gained a couple years of experience in a entry-level IT support role or apprenticeship.

Why did you apply for the role?

I hope to begin my career in IT in a support role such as this. Particularly when it comes to hardware support as that requires me to be hands-on. This opportunity would allow me to develop my IT knowledge, troubleshooting skills and gain hands-on experience in real-world hardware and software support. I hope to eventually build my technical ability until I can eventually achieve my long term goal of progressing into a more cybersecurity-focused role within the organisation. This apprenticeship at the NHS also stands out from other IT support roles as the work is will be a lot more fulfilling as I know the work I'm doing is allowing healthcare professionals to help those in need.

Why do you want to work for Northumbria Healthcare NHS Foundation Trust?

Because Northumbria Healthcare is a large organisation with a wide range of sites and therefore IT systems, so I know it will offer a range of different practical experiences that will be invaluable to me as someone hoping to develop my technical knowledge and new skills. It also gives me the chance to support healthcare professionals and patient care, which I know is something I will find more fulfilling than a standard technical support role at another organisation.

Describe a time when you worked as part of a team.

When I worked as a cinema host, I worked in a team to exit and clean screenings that were ending so that they were ready for their next screening, while simultaneously serving new arriving customers their tickets and food/drinks satisfactorily/quickly to prevent bottlenecks from occurring. To achieve this, we had clearly defined roles, procedures, and communication through walky-talkies to balance this workload — which could often involve hundreds of customers at the same time while following a strict time schedule.

Tell me about a time you dealt with a difficult situation.

There was a time when I worked as a cinema host where the cinema suffered a major powered outage. As a result, we were required to evacuate the entire building as it was clear the problem could take a while to resolve and the power outage presented safety risks. To do this, we had to explain what had happened to hundreds of customers in each screen and simultaneously evacuate them in an orderly, controlled manner via the fire exits. We had to be as understanding as possible and reassure unhappy customers that they would receive refunds and/or free tickets for a different showing. All future bookings that day also had to be cancelled. This taught me to try your best to remain as calm as possible in extreme, sometimes intense scenarios, and that amplified how beneficial the support of a team is in uncomfortable and/or intense scenarios such as this where colleagues can often feel overwhelmed if the responsibility of handling the situation is solely on them with no support.

Give an example of when you provided excellent customer service.

The first example that comes to mind is during my time as a cinema host when I would serve older customers. The cinema I worked for had transitioned from face-to-face cash tills to self-service kiosks with card payments. This meant that a customer who was not tech-literate would often struggle to buy their tickets/condiments, collect them, and find their screening. In such as scenario, I would give that customer my full attention and slowly walk them through the kiosk, making sure they ordered the correct tickets and condiments and informed them how to pay. I would then walk to the counter with them to make sure they knew were to collect their food and drinks from, and directed them to the correct screening.

How do you prioritise your workload?

I generally prioritise tasks based on their urgency and deadlines. For instance, issues affecting clinic work or patient care would be prioritised over routine procedures. If two time-sensitive tasks overlapped and I felt I could not complete them both in time, I would see if the workload could be spread between myself and a colleague, or I would communicate the issue to a superior if I couldn't suitably distribute the workload.

Describe a time when you made a mistake. What did you do?

One example could be from university or work where you made a small mistake that you noticed yourself or someone pointed out. Explain what happened, what you did to correct it, and most importantly what you changed afterwards to prevent it happening again. For example, if you ever entered information incorrectly, forgot part of a task, or misunderstood an instruction, that would work well.

How would you deal with conflict with a colleague?

I would remain professional and try to resolve the conflict privately with the colleague. If we couldn't resolve the conflict ourselves and it was impacting our ability to perform our jobs, I would inform my team leader and ask for guidance.

Tell me about a time you had to adapt to change.

In my time as a cinema host, I often had to adapt when serving customers with special requirements. We aimed to make the cinema experience as seamless as possible for disabled guests by listening to their needs and ensuring the right accessibility tools were in place and working. For instance, when a wheelchair user visited, I had to ensure the ramp was readily available for when they entered and exited a showing. I also had to follow specific procedure and ensure the wheelchair user was exited last from the screen to prevent congestion in the doorway, especially in a emergency evacuation where this could cause a serious bottleneck; potentially resulting in a crush.

How do you handle pressure?

When under pressure, I try to remain calm and make a conscious effort re-evaluate what is required of me in that moment and how best to prioritise tasks. If the pressure came too much or the workload was too high, I would communicate with my colleagues to see if temporary support is available, or if that was not possible, I would inform a team leader before it began affecting the quality of my work.

Describe a time you solved a problem.

During my CS50x final project, I had to solve problems when developing my password security toolkit. When something wasn't working as expected, I would break the problem down, identify where the issue was occurring, test possible causes, and use documentation or other resources to find a solution. This helped me develop a more methodical approach to troubleshooting.

How would you maintain confidentiality?

To maintain confidentiality, I would be conscious of using the proper pathways to store and share information within the workspace. For instance, I would use the email account provided and trusted by the organisation when communicating with colleagues in the workplace. This is especially important in the NHS where I may working closely with systems that store sensitive healthcare patient data. Because of this, I would never disclose confidential patient, staff or organisational information outside of work. I would also adhere to the Northumbria Healthcare's data protection policies and procedures, in addition to related legislation such as the Data Protection Act 2018.

How would you contribute to a safe working environment?

I follow the policies and procedures on Northumbria Healthcare, ensure I use equipment correctly and safely, report any observed hazards to the proper place, maintain data protection to the best of my ability, only perform the tasks I'm authorised for, and report any safety concerns I may notice.

What would you do if you saw unsafe practice?

I would inform the person in question that what they're doing is wrong and unsafe if it didn't present any immediate risk. If the action does present an immediate risk, I would go through the proper procedure to report the behaviour to an appropriate staff member immediately.

What are your strengths?

I would say my biggest strength in relation to this role is my methodical mindset. I like to break tasks into a clear step-by-step plan so that I am confident that no details will be overlooked or forgotten. This is especially the case when I work with IT as even simple things can quickly become overcomplicated or not act in the way we intend. In an IT support role, I feel that this way of thinking will benefit me when creating my own configurations, documentation, and troubleshooting reports.

What is your biggest weakness?

I sometimes take too long to verbalise my thoughts in the best, most concise way. I've been trying to improve this by reading books and my flashcard answers out loud when I practice.

Where do you see yourself in five years?

After completing my apprenticeship, I'd hope to acquire relevant cybersecurity and networking certifications while I gain a couple years of experience in a full time IT support role until I'm at a point where I feel I have a strong enough knowledge base to progress to a more technical role such as a security analyst or network technician.

Why should we hire you?

I'm highly motivated to pursue a career in IT as it's been the one constant interest I have held throughout my education. I have built a foundation of IT knowledge and feel my methodical personality suits a role such as this where I can develop and apply that knowledge while gaining hands-on experience with a team of likeminded IT professionals.

How would you respond to feedback?

I would closely listen to the feedback, make sure I understood it correctly by asking questions where necessary, and try to apply it to my future work.

What does data protection mean to you?

Data protection means to ensure any sensitive information collected from both patients and colleagues is appropriately used and stored securely so that it is only accessible by those who are authorised to do so. I'd also ensure I followed NHS's policies and any legislation related to data protection, such as the Data Protection Act 2018 and the General Data Protection Regulation (GDPR).

What do you know about the role of IT hardware and digital infrastructure in supporting patient care and paper-free hospital environments?

It focuses on ensuring hardware is monitored and maintained to ensure it remains reliable. This consists of setting up new PCs for staff, conducting device safety and health checks, and performing troubleshooting when any problems occur. It also involves ensuring healthcare staff can readily access patient information, communicate to each other, and use the NHS's internal systems. It also involves ensuring the organisation's internal systems and data remain secure and inaccessible by unauthorised users.

What experience do you have with Windows operating systems and Microsoft Office/Outlook?

I've used Windows throughout school and university, although I don't currently have my own Windows computer. I'm comfortable using Microsoft Office and Outlook and have used them consistently throughout my education.

How do you ensure accuracy when updating an IT asset tracking database with new serial numbers or equipment locations?

I would re-verify that the details entered into the database match those on the device; this includes things like the device model, serial number, location, and asset ID. I would then double check this information for errors before submitting it.

What is RAM and what is it used for?

Random Access Memory (RAM) is short-term volatile memory used by the CPU to temporarily store data and instructions currently being used by the computer.

What is a CPU and what does it do?

A central processing unit (CPU) is the main processor of a computer, a.k.a. the brain of the computer. It executes instructions and performs calculations needed to run programs and the operating system.

What is a device driver and why is it needed?

A device driver is software that allows the operating system to communicate with and control a particular hardware device.

What is an operating system?

The operating system is the computer's core software that is responsible for managing the computer's hardware and resources and provides an interface for users to interact with the system.

What is the difference between a USB port, HDMI port and Ethernet port?

USB is a general-purpose connection/interface for connecting devices such as peripherals and storage devices. HDMI sends audio and video from the computer to a display. An Ethernet port provides a wired network connection.

What is an IP address?

An IP address is an identifier assigned to a network interface that allows devices to identify where data should be delivered on a network.

What is the difference between Ethernet and Wi-Fi?

Ethernet is a wired connectivity technology for networks, while Wi-Fi is a wireless connectivity technology for networks.

What steps would you take when deploying a new desktop PC to a user?

I would first make sure the device is ready to be deployed according to the organisation's standards. I would install and configure the required operating system, software and security settings, connect it to the organisation's network, and configure the user's required account and permissions. I would then test that everything is working correctly before providing it to the user and update the asset records with the relevant information.

What would you check before installing a new PC at a user's workstation?

I would check the workstation has the required power and network connections and make sure the area is safe and suitable for the equipment. I would also make sure I have the correct equipment and that I know where it needs to be installed.

What would you do if a newly deployed PC could not connect to the network?

I would first check the physical network connection if it was using Ethernet, or the Wi-Fi settings if it was wireless. I would then check for any error messages and confirm whether other devices can connect to the same network. If I still couldn't identify the cause, I would document what I had checked and escalate it.

What information would you record when deploying a new IT device?

The date, the device model/serial number and identifier if it has one, its location, its user or intended use, and any other information required by the organisation's asset records.

Why is asset management important in an organisation such as the NHS?

Asset management is important because it allows the organisation to keep track of its equipment, where it is located, who is using it and when it needs to be replaced or maintained. This helps prevent equipment being lost and makes sure resources are used effectively.

What is a device serial number and why might it be recorded in an asset database?

You would keep record of the device's serial number as it acts as a unique identifier for the device and can be used to identify the specific device when it needs to be maintained, replaced or investigated.

A PC won't turn on. Talk me through how you would troubleshoot it.

I would check that the PC is turned on and that its power cable is correctly connected. I would then try a different socket and, if available, a different power cable. I would check whether there are any lights or sounds from the PC that could give me more information. If I still couldn't identify the cause, I would document what I had checked and escalate it to someone more experienced.

A PC is extremely slow. How would you investigate the problem?

I would first ask the user when the problem started and whether it happens with a particular application or all the time. I would check whether the computer has any obvious error messages or unusually high resource usage. I would restart the PC if appropriate and check for any obvious software or update issues. If I couldn't identify the cause, I would document what I had checked and escalate it.

A user cannot connect to Wi-Fi. What would you check?

I would first check that Wi-Fi is enabled on the device and that they are trying to connect to the correct network. I would check that other devices can connect to the same network and restart the connection if necessary. If the problem continued, I would document what I had checked and escalate it.

A PC is repeatedly crashing. How would you approach troubleshooting it?

I would ask the user when the crashes started and whether anything changed before they started. I would check for any error messages and whether the crashes happen when using a particular application. I would restart the PC and check for any obvious software or update issues. If I couldn't identify the cause, I would document what I had checked and escalate it.

A newly deployed computer cannot log the user into their account. What would you check?

I would first check that the user is entering the correct credentials and that the computer is connected to the organisation's network. I would check for any error message explaining why the login failed. If I still couldn't identify the problem, I would document the error and escalate it.

A user reports that Outlook isn't working. What would you do before escalating the issue?

I would first check that the device has a working internet connection and check whether Outlook is showing an error message. I would then restart Outlook and, if appropriate, the computer. I would check whether the problem is specific to that user's account or device. If I still couldn't identify the cause, I would document what I had checked and escalate it.

A user asks you to install software that isn't approved by the Trust. What would you do?

I would not install it without authorisation. I would explain that I need to follow the Trust's policies and would check with my team leader or the appropriate process to see whether the software can be approved.

A member of staff asks you for another user's password. How would you respond?

I would not provide or share another user's password. I would explain that passwords are confidential and direct them to the appropriate process for gaining access.

You notice a PC is being left unlocked in a public/clinical area. What would you do?

If appropriate, I would lock the PC to prevent unauthorised access and inform the member of staff if I could. If necessary, I would report it through the appropriate procedure.