Epic Investment Services IT Support Interview Flashcards

A set of practice flashcards framed as questions and answers based on the Epic Investment Services IT Support interview transcript.

What background summary does the candidate provide regarding their IT experience?

The candidate has about 8+ years of IT experience, primarily focused on hands-on support, helping employees with day-to-day technology needs across different technical environments, troubleshooting, and user assistance.

Why is the candidate interested in an L1 position despite having 8+ years of experience?

They are comfortable with Level 1 support, enjoy hands-on work and direct user interaction, are not focused on job titles, and want to join a good team where they can contribute immediately while gradually taking on Level 2 responsibilities.

What specific tools and tasks did the candidate handle at Sunnybrook?

At Sunnybrook, the candidate supported users in a Microsoft 365 enterprise environment (accounts, authentication, access, applications, endpoints) and worked with ServiceNow, Intune, Entra ID, and team escalations.

What responsibilities did the candidate hold at 3S Lighting?

They supported Microsoft 365, hardware, software, user accounts, networking, and general technical issues, as well as configured and deployed laptops, desktops, monitors, printers, and other peripherals.

How does the candidate prioritize 15-20 tickets per day?

They prioritize based on impact and urgency, placing complete work stoppages or multi-user issues over those with workarounds, while keeping tickets updated and communicating status to users.

What are the six steps in the candidate's troubleshooting process?

Understand (what is experienced and recent changes), Isolate (device, account, app, or network), Test (likely causes), Resolve, Verify (confirm with user), and Document (the resolution).

When should an issue be escalated to Level 2 according to the interview guidelines?

After initial troubleshooting and information gathering, escalate if the issue is outside L1 access/scope or if continued troubleshooting delays the user, ensuring all completed checks are documented.

What steps does the candidate take if they do not know how to fix an issue?

They troubleshoot what they can, check available documentation or the knowledge base, ask a more experienced team member for guidance, and learn the solution for future occurrences.

How does the candidate explain the difference between Entra ID and Intune?

Entra ID is focused on identity and access management (users, authentication, permissions), whereas Intune is focused on managing and securing devices and endpoints.

What is the candidate's experience level with SolarWinds?

Academic exposure through university networking coursework in a lab environment, though their primary professional ticketing experience is with ServiceNow.

What is the troubleshooting sequence when a user cannot log into Microsoft 365?

Identify the error and scope, check user credentials, account status, MFA, licensing, and Entra ID access, and rule out local connectivity or service-wide Microsoft 365 outages.

What actions should be taken if a monitor is not displaying anything?

Check physical power, cables, input settings, and docking station, check Windows display settings, and test with a known-good cable or monitor to isolate hardware vs. software issues.

How does the candidate approach troubleshooting Wi-Fi connection failure?

Determine if the issue affects one user or many. If one user, check Wi-Fi settings, network adapter, IP config, and authentication. If multiple users, investigate broader network issues and escalate.

What steps should be taken when Outlook is not receiving email?

Confirm network connectivity and Outlook error status, test mailbox access via Outlook on the web to differentiate application issues from account/Exchange issues, and troubleshoot or escalate.

What weakness does the candidate share, and how have they improved?

Earlier in their career, they spent too much time trying to resolve issues independently before escalating. They improved by learning to know when to escalate sooner for the user's and business's benefit.

What questions does the candidate prepare to ask the employer at the end of the interview?

1. What are the most common types of tickets the team handles? 2. What does progression into Level 2 troubleshooting look like? 3. What qualities make someone successful on this team?