What qualities do you look for in new IT support team members during the hiring process?

Sample answer to the question

When hiring new IT support team members, I look for several qualities. First and foremost, technical proficiency is crucial. They should be comfortable with various operating systems and have experience with helpdesk software. Strong problem-solving and analytical skills are also essential, as IT support involves troubleshooting and resolving technical issues. Additionally, I value a customer-oriented approach and a focus on service excellence. They should have excellent communication and interpersonal skills to provide effective support to users. Organizational and time-management skills are important to handle multiple priorities and work well under pressure.

A more solid answer

When hiring new IT support team members, I prioritize several qualities that align with the job description. Firstly, technical proficiency is fundamental. Having experience with various operating systems and knowledge of helpdesk software is crucial for effective support. Additionally, I value strong problem-solving and analytical skills as they are essential for troubleshooting and resolving technical issues promptly. To ensure high-quality customer support, I seek candidates with a customer-oriented approach who prioritize service excellence. Excellent communication and interpersonal skills are also critical to effectively assist users. Finally, organizational and time-management skills are important in managing multiple priorities and working well under pressure. In my previous role, I had to handle tickets from multiple users concurrently and effectively manage my time to meet SLAs. These qualities combined make for a successful IT support team member.

Why this is a more solid answer:

The solid answer expands on the qualities mentioned in the job description, provides a brief example from the candidate's past work experience, and demonstrates a better understanding of the importance of each quality in an IT support role. However, it could still benefit from more specific examples or details to further enhance the answer.

An exceptional answer

When evaluating candidates for IT support team roles, I prioritize a set of key qualities that align with the requirements outlined in the job description. First and foremost, technical proficiency is critical. Candidates should have hands-on experience with various operating systems and be proficient in using helpdesk software to efficiently resolve user issues. Strong problem-solving skills are essential for troubleshooting and analyzing complex technical problems. As an experienced IT Support Manager, I believe that a customer-oriented approach is paramount in delivering excellent service. Candidates who can empathize with users and communicate effectively are more likely to provide satisfactory resolutions. In my previous role, I implemented a system for tracking user feedback, allowing us to continually improve our support services. Organizational and time-management skills are vital in a fast-paced IT support environment. Candidates should be able to prioritize tasks, manage their workload efficiently, and meet SLAs consistently. In conclusion, the ideal IT support team member should excel in technical proficiency, problem-solving, customer orientation, and organizational skills, making them an invaluable asset to the team.

Why this is an exceptional answer:

The exceptional answer provides a more detailed and comprehensive explanation of each quality, highlights the candidate's experience implementing improvements, and demonstrates a deep understanding of the role's demands. It goes beyond the job description by discussing specific strategies and outcomes from the candidate's previous work experience. However, the answer could be further improved by incorporating additional examples or specific projects to showcase the candidate's skills and achievements.

How to prepare for this question

Ensure you have hands-on experience with various operating systems and are proficient in using helpdesk software.
Sharpen your problem-solving skills by practicing analyzing and resolving complex technical issues.
Develop excellent communication and interpersonal skills to effectively assist users and prioritize their needs.
Highlight your organizational and time-management skills by explaining how you handled multiple priorities and deadlines in previous roles.
Demonstrate your ability to implement improvements by discussing specific strategies or projects where you enhanced IT support services.

What interviewers are evaluating

Technical proficiency
Problem-solving skills
Customer orientation
Organizational and time-management skills