IT Support & Help Desk Fundamentals Module 7
Phones, tablets and mobile management interview questions
Interview questions on phones, tablets and mobile management: warm-ups, then what each harder question tests and how a good answer starts.
Warm-up questions
Short questions with short answers, each answered in full.
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Fresher to mid
What is the first thing you check when a user says their hotspot is not working?
Start on the phone that shares the connection, because a laptop that sees other networks has done its part. On an iPhone, open Settings > Personal Hotspot and check that Allow Others to Join is on; if the switch is missing or will not turn on, Apple's advice is to check that the carrier has enabled hotspot on the plan, and Google warns that some carriers limit or charge extra for tethering. Then restart both devices. Only after those cheap checks would you reset network settings, and you would warn the user first, because the reset also erases saved Wi-Fi networks and VPN settings.
From the lesson Support phones and tablets from setup to sync
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Fresher to mid
How does a full wipe differ from a selective wipe?
Questions with model answers
What each question tests, the first step of a good answer and the follow-ups to expect.
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Mid to senior
A user changed their password and now work email on their iPhone will not load. What do you check first and what is the likely fix?
- What it tests
- Whether the candidate links a password change to revoked sign-in tokens, knows how a modern-authentication account recovers, and can tell such an account from one added with Configure Manually.
- First step
- Open the Mail app or Outlook and look for a request to sign in again, then complete it through the organisation's sign-in page with the new password. Do not type the new password into the account's settings.
- Follow-ups
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- What if no sign-in request appears and the account only shows an error?
- How would you tell whether the account was added with Configure Manually?
- What changes if the organisation uses single sign-on with an authenticator app?
From the lesson Support phones and tablets from setup to sync
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In the answer:
- Model answer
- Follow-up answers
- Common mistakes
- Rubric
- Variants
- about 3 minutes
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Mid to staff
A tablet reports storage full after just one backup attempt. The user says they have not added anything new. What do you investigate?
- What it tests
- Whether the candidate separates the device's own storage from the cloud account's storage before deleting anything, and protects data that exists in one place only.
- First step
- Read the exact message before touching anything: find out which storage it says is full, the tablet's own or the cloud account's, then open the matching storage view and see what fills it.
- Follow-ups
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- What if the largest item on the tablet is System Data?
- How do you make room without deleting the only copy of anything?
From the lesson Support phones and tablets from setup to sync
Model answer, Pro.In the answer:
- Model answer
- Follow-up answers
- Common mistakes
- Rubric
- Variants
- about 3 minutes
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Mid to staff
A sales manager reports their corporate phone stolen at a conference. It holds customer data and a VPN profile, and they ask you to wait an hour before wiping it in case it turns up. What do you do in that hour?
- What it tests
- Whether the candidate contains the risk at once with steps that destroy nothing, sets a clear point for the wipe, and knows when the case goes to the security team.
- First step
- Confirm the facts in a couple of minutes, then lock the phone with a contact message and revoke its VPN certificate and the user's sessions. Those steps protect the company while the user searches, and none of them destroys anything.
- Follow-ups
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- What would make you wipe before the hour is up?
- How do you decide whether to escalate to the security team?
- What changes if the phone is the manager's own, with a work profile?
From the lesson MDM, BYOD and lost or stolen devices
Model answer, Pro.In the answer:
- Model answer
- Follow-up answers
- Common mistakes
- Rubric
- Variants
- about 4 minutes
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Mid to senior
A returned iPhone asks for the previous owner's Apple Account after a reset. The company bought it, but it was never added to Apple Business or supervised, and the employee has left. What can you do, and what do you change for next time?
- What it tests
- Whether the candidate knows which release paths need the previous owner and which need the organisation's own tools, and how to make every future device releasable without its user.
- First step
- Confirm that the screen is Activation Lock and check the device's records in the MDM and in Apple Business. With neither path open, only the previous owner can release it, so reach them through HR and ask them to remove the device from their Apple Account.
- Follow-ups
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- What if the former employee cannot be reached at all?
- How do you make sure every new company iPhone can be released without its user?
- What is different for an Android phone that asks for the previous Google Account?
From the lesson MDM, BYOD and lost or stolen devices
Model answer, Pro.In the answer:
- Model answer
- Follow-up answers
- Common mistakes
- Rubric
- Variants
- about 3 minutes
All IT Support & Help Desk Fundamentals interview questions · The IT Support & Help Desk Fundamentals track