✅ 7. What is the TCP/IP Model?

Networking Notes
Answer:
✅ 1. What is a Computer Network?
TCP/IP model is a 4-layer networking model used for internet communication.
Answer:
✅ 8. What is a Router?
A computer network is a group of connected devices that share data and
resources. Answer:

A router connects different networks and forwards data using IP addresses.

✅ 2. What is an IP Address?

Answer: ✅ 9. What is a Switch?

An IP address is a unique numerical address given to a device in a network to Answer:

identify and communicate with it. A switch connects devices within the same network using MAC addresses.
✅ 3. What is DNS? ✅ 10. What is a Firewall?
Answer: Answer:
DNS (Domain Name System) converts a domain name into an IP address. A firewall is a security system that monitors and controls incoming and outgoing
network traffic.
✅ 4. What is DHCP?

Answer: ✅ 11. What is a VPN?

DHCP (Dynamic Host Configuration Protocol) automatically assigns IP addresses Answer:

to devices in a network. VPN (Virtual Private Network) creates a secure connection over the internet.
✅ 5. What is the difference between TCP and UDP? ✅ 12. What is Subnet Mask?
Answer: Answer:
TCP is reliable and connection-oriented. A subnet mask divides an IP address into network and host portions.
UDP is faster but connectionless and less reliable. ✅ 13. What is Ping Command?
✅ 6. What is the OSI Model? Answer:
Answer: Ping checks connectivity between two devices using ICMP protocol.
OSI model is a 7-layer framework that explains how data travels over a network.
✅ 14. What is Tracert (Traceroute)? ✅ 3. User is getting “IP address conflict” error.

Answer: Answer:

Traceroute shows the path taken by data packets to reach the destination. • Release and renew IP (ipconfig /release, /renew)

✅ 15. What is Bandwidth? • Restart system

Answer: • Check DHCP server

Bandwidth is the maximum data transfer capacity of a network. ✅ 4. User cannot connect to Wi-Fi.

Answer:

• Check Wi-Fi enabled

Top 20 scenario-based questions
• Re-enter password
✅ 1. User says “Internet is not working.” What will you do?
• Restart router
Answer:
• Update network driver
• Check cable connection
✅ 5. VPN is not connecting.
• Check IP using ipconfig
Answer:
• Ping gateway
• Check internet connection
• Ping [Link]
• Verify credentials
• Check DNS
• Check VPN server status
• Restart router if needed
• Disable firewall temporarily
✅ 2. User cannot access a specific website, but internet works.
✅ 6. Slow internet speed complaint.
Answer:
Answer:
• Check DNS issue
• Check bandwidth usage
• Flush DNS (ipconfig /flushdns)
• Restart router
• Try another browser
• Run speed test
• Check firewall or proxy
• Check background downloads
✅ 7. Unable to ping another system. • Check permissions

Answer: • Verify shared path

• Check IP address ✅ 12. Printer not printing over network.

• Check firewall Answer:

• Ensure both systems are on same network • Check printer IP

✅ 8. Email is not sending but internet works. • Ping printer

Answer: • Restart print spooler service

• Check SMTP settings ✅ 13. LAN not working but Wi-Fi works.

• Check port number Answer:

• Check email server status • Check LAN cable

✅ 9. Website shows “DNS Server Not Responding”. • Check switch port

Answer: • Update LAN driver

• Restart router ✅ 14. Remote Desktop not connecting.

• Change DNS to [Link] Answer:

• Flush DNS • Check internet

✅ 10. System shows “Limited Connectivity”. • Check RDP enabled

Answer: • Check port 3389

• Check DHCP • Check firewall

• Renew IP ✅ 15. User cannot login to domain.

• Restart network adapter Answer:

✅ 11. User cannot access shared folder. • Check network connection

Answer: • Check domain server

• Check network connectivity • Restart system

✅ 16. High packet loss during ping. • Isolate issue

Answer: • Apply solution

• Check cable • Test

• Restart router • Document ticket

🔥 Advanced Rapid-Fire – Networking

• Check ISP issue

✅ 17. Browser showing SSL Certificate Error.

Answer:
1️⃣ What is the difference between Public IP and Private IP?
• Check date & time
👉 Public IP is used on the internet. Private IP is used inside a local network.
• Check certificate validity

• Try different browser

2️⃣ What is APIPA address?
✅ 18. User not getting IP automatically.

Answer: 👉 Automatic Private IP Address (169.254.x.x) assigned when DHCP server is not
available.
• Check DHCP enabled

• Restart router
3️⃣ What happens if DNS server fails?
• Set IP manually for testing
👉 Website names won’t resolve, but internet may work using IP address.
✅ 19. Network icon shows red cross.

Answer:
4️⃣ What is the difference between Hub and Switch?
• Enable network adapter
👉 Hub broadcasts data to all devices. Switch sends data to specific device using
• Check cable MAC address.
• Update driver

✅ 20. How do you troubleshoot step-by-step? 5️⃣ What is a Default Gateway?

Answer: 👉 It is the router IP address used to communicate with other networks.
• Identify problem
6️⃣ What is Subnetting? 1️⃣4️⃣ What is Packet Loss?

👉 Dividing a large network into smaller networks. 👉 When data packets fail to reach destination.

7 What is NAT? 1️⃣5️⃣ If ping to [Link] works but [Link] doesn’t open, what is the issue?
Network Address Translation converts private IP into public IP. 👉 DNS issue

8️⃣ What is the port number of FTP?

Operating System :
👉 21
1. What is an Operating System?
9️⃣ What is the port number of SMTP?
Answer:
👉 25 An Operating System (OS) is system software that manages computer
hardware and software. It allows users to interact with the computer and run
🔟 What is Loopback IP address?
applications.
👉 [Link] (used to test local machine).
Examples: Windows, Linux, macOS.

1️⃣1️⃣ What is the difference between HTTP and HTTPS?

HTTPS is secure and encrypted using SSL/TLS. HTTP is not secure. 2. What are the main functions of an Operating
System:
1️⃣2️⃣ What is MAC address?
Answer:
👉 A unique physical address of a network interface card. The main functions are:

 Process Management – Manages running programs.

 Memory Management – Allocates RAM to applications.
1️⃣3️⃣ What is the use of Tracert command?
 File System Management – Manages files and folders.
👉 It shows the path packets take to reach destination.  Device Management – Controls hardware like printer, keyboard,
mouse.
 Security Management – Controls user access and permissions.
3. What is a Process? 6. What is Virtual Memory?
Answer: Answer:
A process is a program that is currently running in the system. Virtual Memory is a part of the hard disk used as extra memory when
RAM is full.
Example:
If you open Google Chrome, it becomes a process in the operating system. It helps the system run more programs even if RAM is limited.

4. What is a Thread? 7. What is the difference between RAM and

Answer:
ROM?
A thread is the smallest unit of execution within a process.
RAM ROM
Example: Temporary memory Permanent memory
One Chrome browser process may have multiple threads to load different Data lost after shutdown Data remains after shutdown
tabs. Used for running programs Stores firmware

5. What is RAM? 8. What is a File System?

Answer:
Answer: A file system is the method used by the operating system to organize and
RAM (Random Access Memory) is temporary memory used by the
store files on a disk.
computer to store data that programs need while running.
Examples:
Important point:
 NTFS
 RAM data is lost when the computer is turned off.
 FAT32
 exFAT
9. What is the difference between FAT32 and Steps:

NTFS? 1. Power ON
2. BIOS/UEFI starts
FAT32 3. Bootloader loads OS
4. Operating system starts
 Older file system
 Supports smaller file sizes

NTFS 12. What is Safe Mode in Windows?

 Modern Windows file system
Answer:
 Supports large files
Safe Mode starts Windows with minimal drivers and services.
 Provides better security and permissions
It is used to:

 Troubleshoot system problems

10. What is a Kernel?  Remove faulty drivers
 Remove malware
Answer:
The Kernel is the core part of the operating system.

It manages: 13. What is Task Manager?

 CPU
Answer:
 Memory
Task Manager is a Windows tool used to:
 Hardware devices
 View running applications
 End tasks
 Monitor CPU and memory usage
11. What is a Boot Process?  Check system performance

Answer: Shortcut:
The Boot Process is the process of starting a computer and loading the Ctrl + Shift + Esc
operating system into memory.
14. What is Disk Partition? All at the same time.

Answer:
A Disk Partition is dividing a hard drive into multiple sections.
17. What is GUI?
Example:
Answer:
 C: Drive (Operating System) GUI (Graphical User Interface) allows users to interact with the computer
 D: Drive (Data Storage) using icons, windows, and menus instead of commands.

Example:
Windows desktop interface.
15. What is Device Driver?
Answer:
A Device Driver is software that allows the operating system to 18. What is CLI?
communicate with hardware devices.
Answer:
Example: CLI (Command Line Interface) allows users to interact with the system
by typing commands.
 Printer driver
 Graphics driver Example:
 Network driver
 Command Prompt
 PowerShell
 Linux Terminal
16. What is Multitasking?
Answer:
Multitasking means running multiple applications at the same time.

Example:

 Listening to music
 Browsing the internet
 Writing a document
30 Technical Support Interview 4. What is SLA?
Questions with Answers Answer:
SLA (Service Level Agreement) is the time limit within which a support
team must respond to and resolve a ticket.
1. What is Technical Support?
Example:
Answer: High priority tickets must be resolved within 4 hours.
Technical Support helps users solve problems related to computers,
software, hardware, or networks. The main goal is to resolve user issues and
keep systems working properly.
5. What is the difference between Incident and
Service Request?
2. What is a Help Desk?
Incident:
Answer: An unexpected issue that stops a service.
A Help Desk is a support center where users report IT issues and request
help. Issues are recorded as tickets and resolved by support engineers. Example:
Email not working.

Service Request:
A request for a [Link]:
3. What is a Ticket? Password reset or software installation.

Answer:
A ticket is a record of a user's issue or request in the ticketing system.
It includes:
6. What is Active Directory?
 User details
 Problem description Answer:
 Priority Active Directory (AD) is a Microsoft service used to manage users,
 Status computers, and permissions in a network.
 Resolution
Example:
Creating user accounts and resetting passwords.
 10. What is DNS?
7. What is a Domain? Answer:
DNS (Domain Name System) converts domain names into IP addresses.
Answer:
A Domain is a network where computers and users are managed centrally Example:
using Active Directory. [Link] → IP address.

Example:
[Link]
11. What is DHCP?
Answer:
8. What is VPN? DHCP (Dynamic Host Configuration Protocol) automatically assigns IP
addresses to devices on a network.
Answer:
VPN (Virtual Private Network) allows users to securely connect to a
company network from outside the office.

Example:
12. What is a Firewall?
Working from home using company network access.
Answer:
A Firewall is a security system that controls incoming and outgoing
network traffic to protect the system from unauthorized access.

9. What is IP Address?
Answer: 13. What is Remote Desktop?
An IP Address is a unique number assigned to each device on a network to
identify it.
Answer:
Remote Desktop allows you to connect to another computer and control it
Example:
from your system.
[Link]
Example:
Remote troubleshooting for users.
 4. Check IP configuration
5. Contact network team if needed
14. What is Blue Screen of Death (BSOD)?
Answer:
BSOD is a Windows error screen that appears when the system crashes due 17. What is a Device Driver?
to hardware or driver problems.
Answer:
A Device Driver is software that allows the operating system to
communicate with hardware devices.
15. What will you do if a computer is very Example:
slow? Printer driver, graphics driver.

Answer:

Steps: 18. What is Disk Cleanup?

1. Check CPU and RAM usage in Task Manager
Answer:
2. Close unnecessary programs
Disk Cleanup is a Windows tool used to remove temporary files and free
3. Run Disk Cleanup
up disk space.
4. Check for viruses
5. Restart the system

19. What is Antivirus?

16. What will you do if the internet is not Answer:
working? Antivirus software protects computers from viruses, malware, and other
security threats.
Answer:
Examples:
Steps: Quick Heal, Norton, Windows Defender.

1. Check network cable or WiFi connection

2. Restart modem/router
3. Run network troubleshooter
20. What is Malware? Answer:
Booting is the process of starting a computer and loading the operating
system.
Answer:
Malware is malicious software designed to damage or steal data from a
computer.

Examples: 24. What is Safe Mode?

Virus, ransomware, spyware.
Answer:
Safe Mode starts Windows with minimal drivers and services to
troubleshoot system problems.
21. What is Password Policy?
Answer:
A Password Policy defines rules for creating strong passwords. 25. What is Network Troubleshooting?
Example: Answer:
Network troubleshooting is the process of identifying and fixing network
 Minimum length issues such as connectivity problems or slow internet.
 Special characters
 Regular password change

26. What is Ping Command?

22. What is BitLocker? Answer:
The Ping command checks if a device is reachable on a network.
Answer:
BitLocker is a Windows security feature that encrypts hard drives to Example command:
protect data.
ping [Link]

23. What is Booting?

27. What is Proxy Server? Real Service Desk Scenario Interview
Answer:
A Proxy Server acts as an intermediary between a user and the internet for Questions & Answers
security and control.
1. A user says their computer is very slow.
What will you do?
28. What is ITIL? Answer:
I will follow these troubleshooting steps:
Answer:
ITIL (Information Technology Infrastructure Library) is a framework
1. Ask the user when the issue started.
of best practices for IT service management.
2. Check CPU and memory usage in Task Manager.
3. Close unnecessary applications.
4. Check disk space and run Disk Cleanup.
5. Scan the system for viruses.
29. What is ServiceNow? 6. Restart the computer if required.

Answer: If the issue continues, I will escalate it to the next support level.
ServiceNow is a cloud platform used for IT service management to track
and resolve incidents, requests, and problems.

2. A user cannot connect to the internet. How

30. Why should we hire you for Technical will you troubleshoot?
Support? Answer:

Answer: 1. Check if the network cable or Wi-Fi is connected.

I have basic knowledge of Windows, networking, troubleshooting, and 2. Ask if other users are facing the same issue.
ticket handling. I am a quick learner, patient with users, and I focus on 3. Restart the router or modem.
solving problems efficiently while providing good customer support. 4. Run network troubleshooting.
5. Check the IP address using ipconfig command.
6. Try ping [Link].

If still not working, escalate to the network team.

3. A user forgot their password. What will you 4. Clear the print queue.
5. Restart the printer and computer.
do? 6. Reinstall or update the printer driver.

Answer:

1. Verify the user identity.

2. Open Active Directory or the password reset tool.
6. A user says they cannot log in to their
3. Reset the password. system. What will you do?
4. Inform the user about the temporary password.
5. Ask them to change the password after login. Answer:

1. Check if Caps Lock is ON.

2. Confirm username and password.
4. A user cannot access email. What steps will 3. Check if the account is locked in Active Directory.
4. Unlock the account or reset password if needed.
you take? 5. Ask the user to try logging in again.

Answer:

1. Check internet connectivity.

2. Verify email credentials.
7. A user reports a Blue Screen error. What
3. Check if the email server is working. will you do?
4. Try login through webmail.
5. Restart the email application. Answer:

If the issue continues, escalate to the email support team. 1. Ask the user when the error occurred.
2. Restart the system.
3. Boot the system in Safe Mode.
4. Check for driver updates.
5. Check recent software installation.
5. A printer is not printing. How will you fix it? 6. Run Windows diagnostics.
Answer:
If needed, escalate to Level 2 support.
1. Check if the printer is powered ON.
2. Check cable or network connection.
3. Ensure the printer is set as default printer.
8. A user cannot access a shared folder. What 4. Assure them that you will resolve the issue.
5. Troubleshoot the problem and keep the user informed.
will you check?
Answer:

1. Check network connectivity.

11. A user says VPN is not connecting. What
2. Verify folder permissions. will you do?
3. Confirm the user has access rights.
4. Check if the server is reachable. Answer:
5. Map the network drive again.
1. Check internet connection.
2. Verify VPN username and password.
3. Check if VPN software is updated.
9. A user reports that a software application is 4. Restart the VPN application.
5. Check if the VPN server is working.
not opening. What will you do?
Answer:

1. Restart the application.

12. A user’s laptop battery is not charging.
2. Restart the computer. What will you check?
3. Check if the software is properly installed.
4. Check system requirements. Answer:
5. Reinstall the software if required.
1. Check the charger connection.
2. Try another power socket.
3. Check the charging cable.
10. A user calls and is very angry. How will you 4. Restart the laptop.
5. If the issue continues, raise a hardware ticket.
handle it?
Answer:

1. Stay calm and listen carefully.

2. Do not interrupt the user.
3. Apologize for the inconvenience.
13. A user cannot access a website. What will 4. Follow up until the issue is resolved.

you do?
Answer:

1. Check internet connectivity.

2. Try opening the website in another browser.
3. Clear browser cache and cookies.
4. Check proxy settings.
5. Ping the website to check connectivity.

14. A system is not booting. What will you

check?
Answer:

1. Check power supply.

2. Restart the system.
3. Check if any error message appears.
4. Try Safe Mode.
5. Check hardware connections.

15. What will you do if you cannot solve a

user's problem?
Answer:

1. Inform the user that you will escalate the issue.

2. Document all troubleshooting steps in the ticket.
3. Assign the ticket to Level 2 or specialized team.