Let's get started. Question number one, walk me through the process used to trouble shoot an issue. Or this interview question, the interviewer is interested in the process you use and confirms that you approach issues systematically and organized. When responding to this question, you should describe the process step by step without providing too much detail, just more of an overall high level description. I try to determine the criticality of the issue what symptoms the user is experiencing. And the last action they took just before the issue occurred.

我们开始吧。第一个问题，给我介绍一下解决问题的流程。或者这个面试问题，面试官对你使用的流程感兴趣，并确认你系统地、有组织地处理问题。当回答这个问题时，你应该一步一步地描述这个过程，而不是提供太多的细节，只是一个整体的高层次的描述。我尝试确定问题的严重程度以及用户遇到的症状。以及他们在问题发生前采取的最后一次行动。

I then develop a theory about what I believe is the cause and start working through the standard steps to resolve the issue. I document what I am doing and what results I'm saying, adjusting my approach as necessary. Once I believe the issues resolved, I test the process or application. The last thing I do is ask the user to verify that the fix solve their problem. Finally, I close the ticket and document anything relevant to my team, and I can refer to it the next time a similar situation arises.

然后，我提出了一个关于我认为是原因的理论，并开始通过标准步骤来解决这个问题。我记录我正在做的事情和我所说的结果，并根据需要调整我的方法。一旦我认为问题解决了，我就会测试流程或应用程序。我做的最后一件事是要求用户验证修复是否解决了他们的问题。最后，我关闭票证并记录与我的团队相关的任何内容，下次出现类似情况时，我可以参考它。

Question number two, what would you do? The user needed to access a file on a share drive? But for some reason, they were unable to, during an interview for a, senior technical support engineer role, you will be presented with scenarios you may encounter on the job. The interviewer is seeking to understand how you go about diagnosing and resolving issue. They're less interested in the actual answer and more interested in the process use.

第二个问题，你会怎么做？用户需要访问共享驱动器上的文件。但由于某种原因，他们无法在高级技术支持工程师职位的面试中，向您介绍您在工作中可能遇到的情况。面试官试图了解你是如何诊断和解决问题的。他们对实际答案不太感兴趣，而对过程使用更感兴趣。

The best way to answer this question is to walk them through the process, briefly describing each step and the results you anticipate. Be prepared for follow up questions, asking for more detail or continues if the original plan did not succeed. If they use your contact me, stating they were unable to access a file on a share drive, the first thing I would do would be to check at the system that is sharing the drive is turned on and connected to the network. Next, I will confirm that the user has permission to access or view the file. Finally, I would check that the users program to access the file is working and that the file is not currently being used by someone else. One of these steps typically resolves the issue.

回答这个问题的最好方法是向他们介绍整个过程，简要描述每个步骤和您预期的结果。如果最初的计划没有成功，请准备好后续问题，询问更多细节或继续。如果他们使用您的“联系我”，说明他们无法访问共享驱动器上的文件，我要做的第一件事是检查正在共享驱动器的系统是否已打开并连接到网络。接下来，我将确认用户具有访问或查看该文件的权限。最后，我会检查访问该文件的用户程序是否正常工作，以及该文件当前是否未被其他人使用。其中一个步骤通常可以解决该问题。

Question number three, what is your strategy for upgrading the skills of your team? A confident engineering manager is always trying to increase the skills of their team, so they can advance in their careers. Senior team members who are intimidated by this have no place in an organization. Having a strategy to accomplishes is a characteristic that hiring managers will be looking for during an interview, would be best if you discuss the plan to develop the skills and experience for each of your team members. This strategy can include formal education, mentoring on the job training, and other ways to develop their skills.

第三个问题，你提升团队技能的策略是什么？一个自信的工程经理总是努力提高团队的技能，这样他们才能在职业生涯中取得进步。对此感到害怕的高级团队成员在组织中没有立足之地。招聘经理在面试中会寻找一个特点，那就是有一个完成任务的策略，如果你能讨论一下为每个团队成员培养技能和经验的计划，那将是最好的。这一战略可以包括正规教育、在职培训指导和其他发展技能的方式。

I consider developing the skill set of my team members, one of my key obligations as a senior technical support engineer. At the beginning of each year, I created development plan for each employee and review it. Element of this plan include formal education, either online or in classes, mentoring by another senior support engineer or me. Assigning them challenging task will increase their skills and asking them to present a brief training to their peers on a skill they need to learn. I also seek their input on what skills they would like to develop and how they think they can do this. I monitor their progress against the plan poorly and adjust the plan as needed.

作为一名高级技术支持工程师，我认为提高团队成员的技能是我的主要职责之一。每年年初，我都会为每位员工制定发展计划，并对其进行审查。该计划的要素包括正规教育（在线或课堂），由另一名高级支持工程师或我提供指导。给他们分配具有挑战性的任务将提高他们的技能，并要求他们就他们需要学习的技能向同伴提供简短的培训。我还征求他们的意见，了解他们想要发展哪些技能，以及他们认为自己可以如何做到这一点。我很差地监控他们的计划进度，并根据需要调整计划。

Question number four, discuss the ways you support your team when they work on daily activities or projects. The key element of managing any organization, especially those working in Information technology is supporting the team members, assigning tasks, each member, providing the resources needed, and managing their work are all important. But you also need to be there when they need help. This maybe in the form of advice, obtaining outside resources, removing impediments to their progress, or doing other things that will assist them, accomplishing their goals. It would help if you also support their personal development and advancement within the organization.

第四个问题，讨论当你的团队进行日常活动或项目时，你支持他们的方式。管理任何组织的关键要素，尤其是那些在信息技术领域工作的组织，是支持团队成员，分配任务，每个成员，提供所需的资源，以及管理他们的工作都很重要。但当他们需要帮助的时候，你也需要在那里。这可能是以建议的形式，获得外部资源，消除阻碍他们进步的障碍，或者做其他有助于他们实现目标的事情。如果你也支持他们在组织内的个人发展和进步，这将会有所帮助。

Finally, you need to be able to resolve conflicts within the organization, and every words will be interested in learning about your skills in this area.

最后，你需要能够解决组织内部的冲突，每一句话都会有兴趣了解你在这方面的技能。

Consider supporting my team to be my number one duty. The sport I provide can come in many forms. They can include answering questions. They have, helping them to obtain additional resources, resolving any issues which are blocking their progress, and most importantly, resolving conflicts between them and other projects, stakeholders. I also make an effort to expand their experience and skills and help them advance within the organization. I treat them as though they were part of my family, wanting them to succeed. And if possible, advancing even more than I have.

考虑支持我的团队是我的首要职责。我提供的运动可以有多种形式。它们可以包括回答问题。他们有，帮助他们获得额外的资源，解决任何阻碍他们进步的问题，最重要的是，解决他们与其他项目、利益相关者之间的冲突。我还努力扩展他们的经验和技能，帮助他们在组织内取得进步。我对待他们就像他们是我家庭的一部分，希望他们成功。如果可能的话，比我进步得更多。

Question number five, in your opinion, what are some of the characteristics a technical support engineer should possess? An interviewer will ask you this type of question, because you are expected to recruit screen higher and onboard Junior support engineers. Even though you may not formally be a manager, you'll be involved in the hiring process as a senior technical support engineer. Even if it's just to the candidates, knowing about the characteristics and skills, a technical support engineering should possess is vital.

第五个问题，在您看来，技术支持工程师应该具备哪些特点？面试官会问你这种类型的问题，因为你被期望招聘筛选更高和船上的初级支持工程师。尽管你可能不是一名正式的经理，但你将以高级技术支持工程师的身份参与招聘过程。即使只是对候选人来说，了解技术支持工程师应该具备的特点和技能也是至关重要的。

The best way to be prepared for this question is carefully review the job descriptions of Junior technical support engineers before going to the interview. Believe that some of the key skills, a technical support, en GI ne er sh IP possess include in detailed knowledge of computer systems, including hardware, software and network topology. They should have good problem solving skills and methodologies to work through an issue to a resolution quickly and efficiently. They should be aware of the latest trends in Information technology and how to integrate these into the organizations, technical tragedy. They should be attentive to details and able to concentrate when trying to solve an issue. They should enjoy working with people and have strong communication skills. They should be curious and having passion for continuous learning. They should be flexible and adaptable and willing to work at non traditional times.

准备这个问题的最好方法是在面试前仔细阅读初级技术支持工程师的职位描述。相信一些关键的技能，一个技术支持，工程师应该具备包括计算机系统的详细知识，包括硬件，软件和网络拓扑结构。他们应该具备良好的解决问题的技能和方法，以便快速有效地解决问题。他们应该了解信息技术的最新趋势，以及如何将这些集成到组织中，技术悲剧。他们应该关注细节，在试图解决问题时能够集中精力。他们应该喜欢与人合作，并有很强的沟通能力。他们应该有好奇心和不断学习的热情。他们应该具有灵活性和适应性，并愿意在非传统时间工作。