Remote Support and Tools Questions

Covers providing technical support to users and systems through remote methods and the tools and processes that enable that work. Candidates should be able to describe experience with remote access methods such as remote desktop utilities and secure shell access, remote support platforms and screen sharing, and communication channels including chat, telephone, and video conferencing. The topic includes working with ticketing and incident management systems, prioritization, updating and documenting tickets, escalation procedures, clear handoffs, and follow up. It also assesses troubleshooting techniques and diagnostics used remotely, use of logs and monitoring data, and approaches to guiding users step by step while troubleshooting over phone or video. Security and auditability are central, including secure access practices, session logging, credential handling, least privilege, and compliance with policies. Finally, candidates may be asked about automation and scripting used to diagnose or remediate issues remotely, how they choose tools for different scenarios, and examples of challenging incidents they resolved using remote support workflows.