What is the hiring manager looking for?

The hiring manager wants to assess how you approach and solve problems, as well as your critical thinking and analytical skills. Additionally, they will be looking for evidence of your technical expertise and proficiency in troubleshooting.

How to structure your answer

Follow the STAR method to answer this question:
* S (Situation): Briefly describe the situation and context in which the technical issue occurred.
* T (Task): Explain the specific task you were assigned or the problem you were responsible for resolving.
* A (Action): Detail the steps you took to troubleshoot and resolve the issue, highlighting your problem-solving process and technical skills.
* R (Result): Describe the outcome of your efforts, such as the successful resolution of the issue or the positive impact on the project or team.

Tips to answer this interview question

Tips:
* Be specific and provide concrete examples to illustrate your answer.
* Highlight your technical expertise and proficiency in troubleshooting.
* Emphasize your ability to think critically and solve problems under pressure.
* Clearly articulate the steps you took to resolve the issue and the positive outcome of your efforts.

Things to avoid:
* Don’t ramble or provide unnecessary details.
* Avoid discussing issues that you were unable to resolve.
* Don’t focus solely on the technical aspects of the situation; also highlight your problem-solving skills and ability to work under pressure.

Example interview answers to this question

Sample Answers:

Answer 1:

“In my previous role as a software engineer, I was tasked with troubleshooting and resolving a critical issue with our company’s website. The website had suddenly become inaccessible to users due to a server error. I immediately initiated a diagnostic process, analyzing error logs and conducting performance tests to identify the root cause of the issue. Upon discovering a faulty configuration in the server settings, I promptly implemented a fix that restored the website’s functionality within a short timeframe, minimizing any disruption to our users.”

* What makes this answer strong: This answer clearly demonstrates the candidate’s technical expertise, problem-solving skills, and ability to work under pressure. The candidate provides a specific example of a situation where they successfully resolved a critical issue, highlighting their ability to diagnose and troubleshoot complex technical problems.

Answer 2:

“During my tenure as a network engineer, I encountered a situation where a network switch malfunction was causing intermittent connectivity issues for users in a large office building. To address this problem, I systematically isolated the affected devices and conducted diagnostic tests to identify the faulty switch. I then promptly replaced the defective switch with a new one, resolving the connectivity issues and restoring network stability for all users. This proactive approach minimized downtime and ensured the smooth operation of the network.”

* What makes this answer strong: This answer demonstrates the candidate’s technical proficiency, problem-solving skills, and attention to detail. The candidate clearly outlines the steps they took to troubleshoot and resolve the issue, highlighting their ability to identify and replace the faulty network switch.