What skills and knowledge do you possess that

you feel make you a good technician?

I have a 24 years working in Computer Science, My math skills and ability to
understand complex machinery and systems make me a natural technician. I
have a great eye for detail, which is beneficial when performing diagnostic
testing and keeping records. Additionally, I communicate well with both
customers and colleagues to ensure issues are resolved in a timely manner and
the team works at the most effective level.

Why is it important to stay updated on the most

recent technology trends and developments?
As a technician, I believe it's crucial to learn about new innovations and research
in the technology sector. It's our duty to troubleshoot and solve problems, and
we do that best when we're engaged with the technology and learning how to
better utilize it. So, I do spend a lot of time learning about new tech trends by
reading blogs and conversing with coworkers. I'm also doing a lot of studying,
especially on tech developments that can impact my position, like chatbots

As an IT support professional, you know it's vital

that you troubleshoot problems quickly. What's
your troubleshooting process?
First, I get as much information as possible from users experiencing the issue
and identify the problem. Next, I establish a theory for what probably caused the
problem and then test it. If the theory is correct, I'll implement the common
solution. If not, I either escalate the problem or establish a new theory for the
problem. From there, we create a plan of action to fix the problem, implement the
solution, test it and add preventive measures so it doesn't happen again. Lastly, I
document the issue, actions taken and outcomes.

Describe a time when you used your technical

skills in a practical way to solve a problem?
I used to work in technical support for a computer company. A customer called
complaining about the system crashing and a blue screen appearing. From
studying malware and security threats, I recognized the customer's PC could
have a virus. To test my theory, I had the customer enter safe mode on the
computer, delete temporary files and run a complete system scan with a
reputable antivirus product. We then identified the malware and removed the
corrupt files. Everything ran well after that, but I informed the client to call again if
the problem persisted.

If you could change anything about a

technician's job, what would it be and why?
I love being a technician because helping companies run efficient systems
literally makes everyday life better for users. The thing I don't like is when system
upgrades and maintenance interrupt work and activities of others. As a
technician, you try to avoid this, but sometimes you end up disrupting others.

There are a lot of resources out there. Which

tools do you find most useful as a technician?

There are lots of resources out there, and some are certainly better than others. I
personally find Microsoft TechNet to be most useful. It's an online resource for IT
professionals that's full of information. The web service offers training and there
is a large library and wiki. I particularly like using the forums when I encounter
real tough issues. Other professionals are willing to teach you how to solve the
problem, or at the very least, direct you to a site or place where you can resolve
the issue.

Being a technician can get quite demanding. How

do you handle a high volume of work?
When workload is heavy, I make sure to stay level-headed because getting
nervous or worrying only decreases my efficiency. I prioritize problems from most
important to least important based on the level of impact an issue has for the
company. For each issue, I focus on problem isolation and quick implementation
of solutions and testing. I multi-task whenever possible while still being sure to
not let affect work quality. If things must wait until tomorrow, I communicate that
to colleagues and customers to ensure expectations are managed appropriately.

Listed below are some of the most common IT

Technicians interview questions.
1. What desktop operating systems are you familiar with?
Well! I am familiar with Windows operating system on my desktop computer.
Basically I am using Windows 8 on my desktop pc and this version of windows is
the latest and best version of Windows operating system.
2. Have you used any software distribution tools? If so, which ones and
how were they used?
Yes I use WinInstall the latest software distribution tool for my windows operating
system. Basically WinInstall provides latest features for better and consistent
user interaction. It is a perfect easy to use windows application that can
package .exe files (Executable Files) for distribution.
3. Can you describe to me the extent of your experience, if any, as a
desktop support? What do you like most about desktop support? What do
you like the least about it? If you do not have desktop support experience,
what do you think are the important skills one must have in order to be
successful in it?
By having the access to the company whom computer products we are using like
it may be software or hardware etc. is called desktop support. What really the
good thing about desktop management for me is to perform all the challenging
tasks impressively like working with new people in different domains and to
understand their problems and the environment where they are working. Also
through this we can be able to learn new operating systems and their
configurations.
What I feel a least thing about desktop management is the following: Sometimes
we totally understand the user’s system configuration, operating system and the
fault in the system but suddenly we fail to resolve the system’s fault or trouble
just because of any hardware failure like assume the hard disk of the system will
be heat up and can’t be able to load anything on your PC.

4. When you solve a desktop problem, do you prefer to work with the end-
user, your peers, or on your own?
Well! Definitely I’ll first of all prefer myself to solve the desktop problem as I will
apply all my experience and skills to solve that specific desktop issue and I
believe that a person should first try his/her best to solve the desktop problem if
he/she really knows how to solve the matter? But when I’ll feel that now I can’t
solve it myself then I’ll prefer to work with a group with end users, vendors and
peers.
5. How important is lifelong learning to you and how do you apply this in
learning new technologies?
Lifelong learning is always of real importance for a technical person who wants to
become successful in his field. So for me it’s always of 100% importance. And I
don’t only learn new technologies but more importantly I apply all my new
learning technologies in solving various matters and issues of people’s desktop
pc. For me theory is nothing without practical so I prefer practical work with new
learning.
6. If you receive three simultaneous calls from three Senior Vice Presidents
of the company needing immediate IT assistance, how will you handle this
situation? Which one will you prioritize?
Well as a matter of fact I am always a good time manager. I always perform all
my daily’s task by prioritizing my daily activities. So definitely I’ll look at all 3
Senior Vice Presidents issues then I will prioritize all three tasks in a way so that I
can save time and in a better way I can solve the problems of all these 3 people.
But it depends upon the problems. Like my 1st priority is to solve an easy and
trivial task, then 2nd slightly tough task then as compare with the 1st one and
similarly I’ll do the 3rd one which I’ll think that it will take much time.

7. How do you deal with users who keep on misdiagnosing their PC

issues?
In this situation I will need to be extremely attentive while acknowledging the
user’s diagnosis. Then I will ask them to produce the same problem again and
this way judging my user very carefully I will surely find a meaningful and definite
solution that perfectly works.
8. When isolating or troubleshooting a user’s PC problem, what questions
do you usually ask?
Well based on my skills and previous practice I usually ask the following
described some of the questions:
– Who uses this system?
– When the problem did exactly starts?
– Did the system work properly before the problem occurred?
– What new hardware or software you have installed recently?
9. What kind of virus issues have you encountered before? What did you
do to prevent these virus attacks?
Well based on my previous work experience I have encountered with different
viruses like some virus affect the system by means of inserting a flash drive usb
(universal serial bus), infected memory card reader, internet downloads and such
other factors etc.
To overcome such troubles I always use an anti-virus program. I have separate
antivirus for u.s.b and card readers and also for secure internet download. I
always update my antivirus software so it can not only detect the viruses but also
remove all those viruses which causes great disturbances for our computers.

10. If I were to ask you to come up with a set of guidelines for implementing
security at user level, what would be your suggestions?
Well then there will be many suggestions from my side like to maintain the user
level security there should be strong mechanisms for storing the password and
there should be finger print sensors as well within the user’s pc. Only authorized
operating system user can logged in to use the system and there will be many
others etc.

SENIOR TECHNICALSUPPORT

Descripción
There's a new leader in innovative supply chain management solutions, forged from the
well-established brands Wesco Aircraft and Pattonair. Incora is the world's leading provider
of supply chain management solutions. Working from the inside-out, we add value where it
matters most, and incorporate our capabilities into our customers' businesses. Incora
manages all aspects of supply chain from procurement and warehouse management to
logistics and on-site customer services. We reduce complexity and increase reliability so
our customers can deliver mission-critical solutions that improve our world.

Currently, we are looking for a candidate for the position of:

 
Senior Technical Support (for US, Canada markets)

ACCOUNTABILITY AND SCOPE

The Senior Technical Support supports all technology, both internal to Wesco and provided
to external customers including but not limited to software and hardware setup,
configuration, troubleshooting, and training. They are able to evaluate the condition of
hardware to determine whether it should be repaired or replaced. They are able to interpret
users' requests for assistance, document, and provide support towards resolution. They
 strive to facilitate a positive end user experience and to solve issues within the scope of the
position, escalating as needed. As a highly visible and trusted role, the position requires an
ethical and professional demeanor, handling all responsibilities with appropriate
confidentiality, tact, and diplomacy. Senior Technical Support is able to manage time
efficiently to effect successful solutions in a fast-paced environment.

Senior Technical Support responsibilities include, but are not limited to: support, document
incidents, account creations/terminations/maintenance, deployment/maintenance of various
equipment, and support/troubleshooting of all applications.

The scope of this position is to provide support/follow-up, communicate with team members
effectively, problem solving, working on project, other tasks as assigned, as well as,
bridging the gap of understanding between business needs and technological efficiencies.
This position requires the technician to provide continual training and hands on experience
for all team members. They are expected to continue to gain skills and knowledge towards
career advancement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 Build quotes and order equipment based on need and established policies.
 Responsible for continual training of less experienced technicians.
 Responsible for providing hands-on assistance to less experienced technicians.
 Responsible for basic to more complex troubleshooting assignments.
 Assist Technical Support in prioritization of work.
 Provide an efficient and personable experience for all users.
 Address all issues in a timely manner reflective of SLA standards in place.
 Escalate users' issues according to policies and priorities.
 Work on assigned tasks in a productive, thorough, and organized fashion.
 Record all incidents in ticket system to reflect accurate representation of work.
 Communicate effectively with team members and users to keep all necessary parties
updated with needed information.
 Actively monitor ticket queues, take ownership of requests that are within duties and skillset.
 Work with other teams to install business required software and hardware. All software and
hardware must be installed in accordance with any existing IT guidelines and in a manner
that is consistent with internal security requirements.
 Work with other team members to create support documentation to be used within the
department and general documentation to provide instructional information. Maintain
documentation as appropriate and as directed by management.
 Assist with replacement and repairs of computer equipment, printers, scanners, and
peripherals. This may require heavy lifting, climbing, sitting for prolonged periods and in
confining positions.
 Foster good working relationships with all levels of the organization and inter-department
personnel.
 Attend department or company-sponsored trainings or meetings, as required.
 Perform other duties as assigned by manager.
 Adhere to all policies and procedures.
 To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required.

ESSENTIAL COMPETENCIES

 Action Orientated
Identify opportunities to improve information systems, processes, and technology, through
continuous communication and evaluation of existing systems and current and future
business needs. Ability to be self-directed and self-auditing in all functions of the processes
and procedures of the job, and respond with urgency to all priority requests.

 Business Acumen
Knowledgeable in current and possible future policies, practices, trends, technology, and
information affecting the department's role in meeting the Company's financial goals and
objectives; Understands business implications of decisions; Displays orientation to
profitability; Demonstrates knowledge of market and competition.

 Communication/Relationship/Liaison
Ability to maintain good working relationships with frequent and clear communication with
the internal department personnel, IT developers, IT Infrastructure, software programmers,
and assisting in liaison activity with all levels of Wesco business unit end-users, as
necessary to meet the essential duties of the job.

 Directing Others
Ability to provide knowledgeable assistance to employees in training or problem solving
situations as designated by management. Provide guidance and author documentation for
MSP processes and proceduces.

 Direction/Received
General to specific direction will be provided by the IT management team and supervisor,
with detailed direction for specific projects or areas of research.

 Discretion/Latitude/Decision Quality
Ability to perform job duties within an approved degree of creativity and discretional latitude,
as trained or directed, including but not limited to identification, initiation, and driving of the
escalation process.

 Drive for Results

Ability to consistently meet or exceed departmental goals and objectives, completing
assigned tasks or projects accurately and efficiently.
 Error Impact
Ability to fully comprehend and avoid the impact of taking erroneous actions, making
decisions outside established work instructions or guidelines, or failure to complete
assignments as required, which may result in serious delays to business operations
and loss of data integrity and/or customer confidence.

 Knowledge/Methods/Processes
Ability to obtain and maintain current knowledge and competency one or more
computer system platforms and software applications, as required; Must have the
ability to competently perform all assigned tasks with best practices.

 Leadership Skills
Exhibit ability and promote confidence in maintaining and fostering good working
relationships with all levels of professional partners and co-workers.

 Mathematical Skills
Strong mathematical skills may be necessary to understand and interpret business
process formulas, and productivity and utilization factors.

 Problem Solving
The ability to progressively gain strong conceptual, analytical, and creative problem
solving skills necessary to resolve more complex issues; with the ability to look
beyond obvious answers to understand the impact across integrated and shared
systems, while maintaining acceptable business standards utilizing problem solving
management methods and performing root cause analysis and communicating to IT
infrastructure, development, and management teams.

 Reasoning Ability
Ability to progressively gain the knowledge and confidence necessary to exhibit
sound and accurate judgment, and to apply common sense understanding and
experience, to find the best and reasonable solutions to work through issues
involving multiple variables in standardized to complex situations or ambiguous
information to begin the process.

 Systems/Resources
Ability to learn to utilize the internal IT hardware systems, software applications,
project management, and analytical tools, as critical aspects of performing the
essential duties of the job, to access necessary information and general
communication; standard systems include Wesco Intranet system, information
 database systems, e-mail, and the use of printers, copiers, and in-house telephone
systems.

 Written and Oral Skills

Strong ability to intelligently question, listen intently, and interpret and communicate
technical plans and requirements to various levels of business partners; all
communications must be professional and concise in standard-to-formal written, oral,
and presentation styles, in a variety of communication settings.

ESSENTIAL VALUES

 Customer Focus
Dedicated to meeting or exceeding the expectations and requirements of internal and
external customers with excellence

 Ethics and Values

Maintains high level of professionalism and business ethics, in line with Wesco's values;
Code of Conduct Polices and all local, State and Federal laws

 Integrity and Trust

Performs all business matters in a trusted manner, being recognized as a direct and truthful
individual, which adheres to and upholds all Wesco employment policies and procedures,
Regulatory Compliance, safety and security policies, as applicable

 Teamwork
Fosters an open environment and encourages employees to work together cohesively

 Time Management
Uses time effectively and efficiently, specifically related to meeting customer requirements
and timelines with maximum efficiency

 Experience
Demonstrated IT knowledge and experience is required, development experience is
preferred
Must have a minimum of 3 years IT or customer service experience - Wesco Aircraft
experience is preferred Demonstrated experience working as a collaborative team member,
within a multi-discipline environment
Experience in phone and email-based customer service, preferably IT support

· Qualifications
Understanding of network infrastructure, TCP/IP, addressing, subnetting, DNS, DHCP
Ability to troubleshoot computer hardware and software
Working knowledge of Microsoft software
Strong analytical problem solving skills, as well as, good interpersonal skills, coupled with a
strong desire for delivering high quality, enterprise technology solutions to internal
customers
Strong verbal and written communication skills, including good questioning and listening
skills
Ability to clearly document and communicate systems and processes, in detail
Ability to easily analyze ambiguous information received, and work through the process of
translating the information, to be clearly understood.?