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About the test:

The Technical Support Test uses multiple choice questions to assess understanding of IT infrastructure, troubleshooting, and communication skills. It covers topics like operating systems, networking, hardware and software support, and IT service protocols. The test also includes sections on scripting languages and simulated support scenarios to measure problem-solving abilities and customer service skills in real-world technical issues.

Covered skills:

  • Operating System Fundamentals
  • IT Service Protocols and Standards
  • Scripting Language Basics (Python
  • Understanding Cybersecurity Principles
  • Communication and Customer Service Skills
  • Handling ITIL Processes and Procedures
  • Basic Cloud Computing Knowledge
  • VPN and Remote Access
  • Networking Concepts
  • Database Management
  • Bash)
  • Incident Reporting and Documentation
  • Problem-Solving and Critical Thinking
  • Data Backup and Recovery Procedures
  • Managing User Accounts and Permissions

9 reasons why
9 reasons why

Adaface Technical Support Assessment Test is the most accurate way to shortlist Technical Support Specialists



Reason #1

Tests for on-the-job skills

The Technical Support Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

  • Proficient in troubleshooting and resolving technical issues
  • Sound knowledge of operating system fundamentals and concepts
  • Familiarity with IT service protocols and industry standards
  • Experience in database management and querying
  • Proficiency in scripting languages like Python and Bash
  • Understanding of cybersecurity principles and best practices
  • Ability to accurately report and document incidents
  • Excellent communication and customer service skills
  • Strong problem-solving and critical thinking abilities
  • Familiarity with ITIL processes and procedures
  • Knowledge of data backup and recovery procedures
  • Understanding of basic cloud computing concepts
  • Ability to manage user accounts and permissions
  • Experience with VPN and remote access technologies
Reason #2

No trick questions

no trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

View sample questions

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface
Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 10,000+ questions. The actual questions on this Technical Support Test will be non-googleable.

🧐 Question

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Solve
A client has a high-traffic website that is currently hosted on a single server. To ensure high availability and to distribute the load across multiple servers, they have decided to implement a load balancing solution.

The client has set up two additional servers identical to the original one, and all three servers are configured to serve the website. They have also set up a load balancer and updated their DNS records so that the website's domain now points to the load balancer.

Now, the client approaches you to verify the configuration. While reviewing the setup, you discover that the client hasn't configured session persistence (also known as sticky sessions) on their load balancer.

Which of the following are potential issues the client might face due to the lack of session persistence?
A: Users may experience slower website load times.
B: User sessions might be lost, causing them to be logged out unexpectedly.
C: The load balancer may not distribute traffic evenly across the servers.
D: The website may not be accessible if one of the servers goes down.
E: Users may not be able to establish a secure connection to the website.

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting
Solve
You are a technical support specialist and a client contacts you reporting they are unable to access their website after changing their domain's DNS records to point to a new web host. They receive an error message stating the server's IP address could not be found.

Upon investigation, you determine that:

1. The client made the DNS changes 24 hours ago.
2. The client's device is unable to resolve the domain to the new IP address.
3. Other devices in the client's local network also can't access the website.
4. The client is able to access other websites without issues.
5. Using an external tool, you find that DNS propagation has completed in most parts of the world.

Given these facts, what should the client do to resolve the issue?
A: Wait for another 24 hours for DNS propagation to complete.
B: Update the domain's DNS records again.
C: Reset the router and clear the DNS cache on their devices.
D: Contact the new web host and ask them to check their server configuration.
E: Change the domain's DNS records to point to the old web host.

Medium

SSH Port Change
Linux
SSH
Server Configuration
Solve
A client's Linux server has been experiencing brute force attacks on their SSH service. To reduce the risk of successful attacks, the client wants to change the default SSH port from 22 to a non-standard port.

The client updates the /etc/ssh/sshd_config file on the server and changes the line `#Port 22` to `Port 2222`. They then save and close the file.

What should the client do next to apply the changes and start using the new SSH port?
A: Restart the network service using the command `service network restart`.
B: Reboot the entire server using the command `reboot`.
C: There's no need to do anything; the changes will take effect immediately.
D: Run the command `ssh -p 2222` to start using the new port.
E: Restart the SSH service using the command `service sshd restart`.

Medium

Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting
Solve
As a technical support specialist, a client approaches you with a concern that their website's load time is considerably slow. They mention that their users are reporting load times of up to 20 seconds. They request your help in troubleshooting the issue.

You perform the following steps to investigate:

1. You access the website from your location and it loads within 3 seconds.
2. You use a web performance testing tool that tests the website from various locations globally and the average load time reported is 5 seconds.
3. You review the website's code and find it to be optimized with no obvious performance issues.
4. The client's website is hosted on a server located in London.

Given this information, which of the following is most likely causing the slow load times reported by the users?
A: The website is experiencing high traffic volumes.
B: The server needs to be upgraded to a more powerful one.
C: The users are located far from the server location.
D: The website's code is inefficient and needs to be optimized.
E: The server's network connection is unreliable.

Medium

Email on Friday evening
Solve
Emily spent the entire week at a client's site as part of the accounting team. Emily is just about to leave for the weekend, when she notices that there is an email from another small, but growing client that they have been working closely for the past 3 months. Emily has a good professional relationship with Rebecca, who sent the email. Rebecca has a question, which she needs an urgent response to. Answering the question in detail will require Emily to access a number of files in her own office. What should Emily do first?
A: Reply immediately that she needs more information before she can respond in detail, and that she will do it first thing on Monday morning.

B: Rebecca will have gotten an out of office (OOO) response, so she can leave it for now and respond first thing on Monday morning.

C: Call Rebecca to find out by when they need the information. If they need it right away, Emily can go to office, give the required details and provide a more detailed response on Monday.

D: Reply to the email immediately, based on the information Emily has already and assure Rebecca that she will double check and send over a more detailed response first thing on Monday.

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Solve
You are the Head of Supply Chain for a large automobile manufacturer. Your supply chain is highly globalized, with key components sourced from various international suppliers. Recently, a significant geopolitical event has caused disruption to the supply of a critical component sourced from a particular region, causing production delays. You need to quickly resolve this issue while also planning for future disruptions. How should you approach this situation?
A: Find a local supplier for the critical component, regardless of cost and quality.
B: Stockpile components to mitigate future disruptions.
C: Invest in developing the component in-house, regardless of the time and resources it may take.
D: Lobby with government bodies to prioritize your company's needs.
E: Seek alternative international suppliers, renegotiate contracts with a risk mitigation clause, and invest in dual sourcing for critical components.
F: Shift the burden to the production department to figure out how to handle the component shortage.
G: Initiate legal action against the current supplier for not fulfilling their contract.

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Solve
You are the team leader of a project team in a software development company. Your team consists of experienced and talented individuals. However, two of your team members, Alice and Bob, are frequently having disagreements, which is affecting the team's morale and overall productivity. The disagreements seem to stem from a clash in their working styles. Alice is very detail-oriented and likes to plan ahead while Bob is more spontaneous and likes to tackle problems as they come. You need to address this issue to ensure the project deadlines are met. What approach would you take?
A: They are both adults, wait for them to fix the issue by themselves. 
B: Pick the more competent team member's side and ask the other team member to adjust.
C: Have a private conversation with both Alice and Bob separately, to give feedback on their behaviors.
D: Organize team-building activities to improve team dynamics.
E: Report the situation to your manager and ask for their advice.
F: Terminate the less competent team member from the project team, and move them to another project.
G: Organize a meeting with both Alice and Bob, facilitating a discussion where they understand each other's perspectives and find a middle ground.

Easy

The Discrepancy
Solve
You are a data analyst for a marketing agency. While reviewing the quarterly reports, you notice a discrepancy in the sales data for a major client. The total sales for the quarter, as per the report, are $200,000. However, when you add up the monthly sales data given in the same report, the total is $210,000. The senior analyst is already preparing to present this report to the client. What is your next step?
A: Immediately inform the senior analyst about the discrepancy and offer to recalculate all the data.
B: Assume it's a minor mistake and ignore it, focusing on your other tasks.
C: Cross-verify the data with the original data source before bringing it to the attention of the senior analyst.
D: Prepare an amended report and replace the existing report without informing anyone.
E: Inform the IT department about the potential data integrity issue.
F: Talk to the person who prepared the report about the discrepancy.
G: Submit a report to the senior management detailing the discrepancy.

Medium

The Medical Mix-Up
Patient Safety
Solve
Sarah, a hospital administrator, was reviewing the medication administration records of patients. She came across a patient, Mr. Brown, who was reported to have an allergy to Penicillin. However, she noticed that the same patient was prescribed Amoxicillin for a bacterial infection. Knowing that both Penicillin and Amoxicillin are from the same drug family - beta-lactams, she should:
A: Assume the doctor knows best and ignore
B: Change the medication herself to a non-beta lactam drug
C: Contact the pharmacy to change the drug
D: Speak with the prescribing physician about the discrepancy
E: Consult the nurse who administered the medication
F: Immediately call the patient's family to inform them of the mistake
G: Report the case to a medical malpractice lawyer
🧐 QuestionπŸ”§ Skill

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration

2 mins

Technical Support
Solve

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting

2 mins

Technical Support
Solve

Medium

SSH Port Change
Linux
SSH
Server Configuration

2 mins

Technical Support
Solve

Medium

Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting

2 mins

Technical Support
Solve

Medium

Email on Friday evening

2 mins

Situational Judgement
Solve

Medium

Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning

2 mins

Situational Judgement
Solve

Medium

Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making

2 mins

Situational Judgement
Solve

Easy

The Discrepancy

2 mins

Situational Judgement
Solve

Medium

The Medical Mix-Up
Patient Safety

2 mins

Situational Judgement
Solve
🧐 QuestionπŸ”§ SkillπŸ’ͺ DifficultyβŒ› Time
Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Technical Support
Easy2 mins
Solve
DNS Propagation Troubleshooting
DNS
Web Hosting
Technical Support
Medium2 mins
Solve
SSH Port Change
Linux
SSH
Server Configuration
Technical Support
Medium2 mins
Solve
Web Page Load Speed
Web Performance
Web Hosting
Network Troubleshooting
Technical Support
Medium2 mins
Solve
Email on Friday evening
Situational Judgement
Medium2 mins
Solve
Handling Disruption in Supply Chain Management
Supply Chain Management
Risk Mitigation
Strategic Planning
Situational Judgement
Medium2 mins
Solve
Interpersonal Skill in Team Management
Conflict Resolution
Emotional Intelligence
Decision Making
Situational Judgement
Medium2 mins
Solve
The Discrepancy
Situational Judgement
Easy2 mins
Solve
The Medical Mix-Up
Patient Safety
Situational Judgement
Medium2 mins
Solve
Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!


Brandon Lee, Head of People, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Technical Support Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Technical Support Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

invite candidates
Reason #7

Detailed scorecards & benchmarks

View sample scorecard
Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Technical Support Online Test

Why you should use Pre-employment Technical Support Test?

The Technical Support Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Troubleshooting hardware and software issues
  • Analyzing and resolving network connectivity problems
  • Knowledge of IT service protocols and standards
  • Managing and maintaining databases
  • Using scripting languages such as Python and Bash
  • Implementing cybersecurity measures
  • Reporting and documenting incidents
  • Effective communication and customer service
  • Problem-solving and critical thinking skills
  • Familiarity with ITIL processes and procedures

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

What topics are covered in the Technical Support Test?

  • Operating System Fundamentals

    Operating System Fundamentals refers to the knowledge and understanding of the basic concepts and functionalities of operating systems. This includes understanding the different types of operating systems, file systems, process management, memory management, and security. It is measured in this test to assess candidates' ability to effectively work with operating systems, troubleshoot issues, and perform necessary tasks to ensure system stability.

  • Networking Concepts

    Networking Concepts involves understanding the fundamental principles of computer networks, including network protocols, network topologies, IP addressing, routing, and network security. This skill is important to measure in the test as it assesses candidates' ability to configure and troubleshoot network connections, identify network issues, and ensure effective communication between devices.

  • IT Service Protocols and Standards

    IT Service Protocols and Standards focus on the knowledge of protocols and standards that govern IT service management, such as ITIL (Information Technology Infrastructure Library) framework, IT service management processes, and best practices. This skill is measured in the test to evaluate candidates' understanding of IT service management principles and their ability to align IT services with business objectives, ensuring efficient delivery and customer satisfaction.

  • Database Management

    Database Management refers to the ability to effectively design, organize, and maintain databases. It includes understanding database models, normalization, data manipulation, querying languages (such as SQL), and database administration. This skill is important to measure in the test as it assesses candidates' ability to manage data efficiently, ensure data integrity, and retrieve information from databases effectively.

  • Scripting Language Basics (Python, Bash)

    Scripting Language Basics involves understanding the fundamental concepts and syntax of scripting languages such as Python and Bash. It includes knowledge of variables, control structures, functions, file handling, and basic automation. This skill is measured in the test to evaluate candidates' ability to write scripts to automate tasks, perform system administration tasks, and solve problems using scripting languages.

  • Understanding Cybersecurity Principles

    Understanding Cybersecurity Principles involves knowledge and understanding of the fundamental principles and best practices for protecting computer systems and data from security threats. This includes understanding concepts like encryption, authentication, access control, vulnerability management, and incident response. This skill is measured in the test to assess candidates' awareness of cybersecurity risks and their ability to implement security measures to protect systems and data.

  • Incident Reporting and Documentation

    Incident Reporting and Documentation focuses on the ability to effectively report and document IT incidents or problems. This includes capturing relevant information, analyzing the incident, categorizing it according to severity, and documenting the steps taken for resolution. This skill is important to measure in the test as it evaluates candidates' ability to maintain accurate records, communicate incidents effectively, and ensure a systematic approach to incident management.

  • Communication and Customer Service Skills

    Communication and Customer Service Skills involve the ability to effectively communicate with users, colleagues, and clients in a professional manner. It includes active listening, clear and concise verbal/written communication, empathy, and problem-solving skills. This skill is measured in the test to assess candidates' ability to provide efficient technical support, address customer concerns, and maintain positive relationships with clients.

  • Problem-Solving and Critical Thinking

    Problem-Solving and Critical Thinking refers to the ability to analyze complex issues, identify root causes, and develop effective solutions. It involves logical reasoning, analytical skills, and the ability to think creatively. This skill is important to measure in the test as it assesses candidates' ability to troubleshoot technical problems, make informed decisions, and implement effective solutions.

  • Handling ITIL Processes and Procedures

    Handling ITIL Processes and Procedures involves understanding and implementing the processes and procedures defined in the ITIL framework for IT service management. This includes change management, incident management, problem management, and service level management. This skill is measured in the test to evaluate candidates' understanding of ITIL practices and their ability to handle IT service workflows and deliver quality services to customers.

  • Data Backup and Recovery Procedures

    Data Backup and Recovery Procedures focuses on the knowledge and best practices for creating backup strategies, performing data backups, and recovering data in the event of system failures or data loss. This includes understanding different backup methods, backup storage options, and recovery techniques. This skill is measured in the test to assess candidates' ability to ensure data availability, minimize data loss, and restore systems effectively in case of disruptions.

  • Basic Cloud Computing Knowledge

    Basic Cloud Computing Knowledge involves understanding the fundamental concepts of cloud computing, including cloud deployment models, cloud service models, virtualization, and cloud security. This skill is important to measure in the test as it assesses candidates' awareness of cloud computing technologies and their ability to utilize cloud services, manage cloud resources, and address security concerns in a cloud environment.

  • Managing User Accounts and Permissions

    Managing User Accounts and Permissions involves creating, configuring, and managing user accounts on various systems, such as operating systems and applications. It includes assigning appropriate permissions, managing user access, and implementing password policies. This skill is measured in the test to evaluate candidates' ability to ensure secure user management, enforce access controls, and maintain user account integrity.

  • VPN and Remote Access

    VPN and Remote Access refers to the knowledge and understanding of virtual private networks (VPN) and the ability to enable remote access to network resources securely. This includes configuring VPN connections, implementing secure remote access protocols, and managing network access controls. This skill is important to measure in the test as it assesses candidates' ability to establish secure remote connections, protect sensitive data during transmission, and provide remote support to users.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Technical Support Test to be based on.

    File management
    Process management
    Command-line interface
    Network protocols
    TCP/IP
    DNS
    HTTP/HTTPS
    FTP
    Database concepts
    SQL
    Normalization
    Data modeling
    Python syntax
    Loops
    Conditionals
    Functions
    Error handling
    Bash scripting
    Variables
    Conditionals
    Loops
    Cybersecurity principles
    Malware detection
    Firewalls
    Incident reporting
    Documentation techniques
    Active listening
    Effective communication
    Customer service best practices
    Analytical thinking
    Logical reasoning
    Troubleshooting techniques
    ITIL framework
    Change management
    Problem management
    Data backup methods
    Disaster recovery
    Cloud computing basics
    SaaS
    PaaS
    IaaS
    User account management
    Permissions and access control
    VPN configurations
    Remote access tools
    Software installation and updates
    Basic network troubleshooting
    Data encryption methods
    Virtualization concepts
    Service level agreements
    Ticket management
    Service desk operations

What roles can I use the Technical Support Test for?

  • Technical Support Specialist
  • Software Support Engineer
  • IT Operations Analyst

How is the Technical Support Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Performing data backup and recovery procedures
  • Basic understanding of cloud computing
  • Managing user accounts and permissions
  • Configuring VPN and remote access
  • Designing and maintaining network infrastructure
  • Configuring and troubleshooting virtual machines
  • Implementing security protocols and firewalls
  • Deploying and managing enterprise-level applications
  • Performing vulnerability assessments and penetration testing
  • Understanding and resolving complex network issues
Singapore government logo

The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.


85%
reduction in screening time

Technical Support Hiring Test FAQs

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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40 min tests.
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