2个中介给的题，请其他IT support人士看看

pal2002

征求建议：

1) Out of your work experience, how much of this was working on servers with
rollout, troubleshooting and maintenance?



2) Give an example of a server issue that you had to solve and how you
resolved it and dealt with the client.

这两个问题是中介替雇主发给我的，我有自己答案了，但是想看看大家有没有能回答得更好的，谢谢了。

[ 本帖最后由 pal2002 于 23-11-2007 15:31 编辑 ]

pal2002

大家觉得第一个问题要写长篇大论列举以前的经验么？还是简单写个percent？

[ 本帖最后由 pal2002 于 23-11-2007 15:38 编辑 ]

pal2002

deploy AD和Exchage算rollout么？

lavenderboy

可以拿一个微软的考题来答。里面都是很实际的问题。

燕尾蝶

原帖由 pal2002 于 23-11-2007 15:28 发表

                               
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征求建议：

1) Out of your work experience, how much of this was working on servers with
rollout, troubleshooting and maintenance?



2) Give an example of a server issue that you had to s ...

不用说太多太长吧，这个是笔试?  
1)技术
2)要结合soft skills 来回答

flyday

第二问题：

是不是雇主想 看看 应聘者的处理方式， 更多于看 能力？

dlcat

非常有参考价值

燕尾蝶

原帖由 flyday 于 23-11-2007 16:40 发表

                               
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第二问题：

是不是雇主想 看看 应聘者的处理方式， 更多于看 能力？

是，我理解是60%+ soft skills, 40% - hard skills

lavenderboy

不知道楼主应聘的是什么职位，完全技术的，还是会面对客户带服务的，对于问题的解答也应该完全不同。

adong520

一定要有concrete example, 而且还要结合你目前申请的职位来回答，不能只回答一两句话

test001

我答题喜欢列1.2.3.4点，例如
1. make a plan
2. communicate with customer to understand the problem first
3. check knowledge list or experiens...
4. have a talk with team or ....
....
this can show you have good logic and good experiences to reslove problems.
and for you interviews, it's easy to understand

pal2002

谢谢大家的回答，是中介给出雇主的问题，可能是因为这个职位一下子召6个人，才采取这个方式的，这个职位是个face-to-face的desktop support（customer），工资不高，才45K，说是说雇主希望是全能，但是问题中明显感觉雇主对server-side support特别感兴趣。

BTW:我现在才和中介面试过一轮。

燕尾蝶

原帖由 pal2002 于 23-11-2007 21:27 发表

                               
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谢谢大家的回答，是中介给出雇主的问题，可能是因为这个职位一下子召6个人，才采取这个方式的，这个职位是个face-to-face的desktop support（customer），工资不高，才45K，说是说雇主希望是全能，但是问题中明 ...

第一份下作作看，新年结束就有更多机会了，＋u

rayki

貌似以前接触过第二个题目。
个人分析，从几个角度来回答。server issue 无非是软件和硬件两个方面。
硬件无非是从存储备份。 硬盘，raid。阵列来讲。很有的放矢。只要找一个自己熟悉的例子来举就可以。 比如阵列里面磁盘坏了。如果解决云云。。
软件就涉及很多了，microsoft 或者unix server，分析的角度肯定不同，偶以前的支持环境也都是AD和exchange，就找熟悉的来，举例如何troubshooting 了一个DC上的问题。。等等。
但是看问题的提法，一定要如何处理和client的关系，既然destop support就不需要电话沟通，可以通过onsite的支持来直接为客户服务，可以举例自己以前的onsite经验丰富，document经验丰富，或者也可以说点SLA之类的东西。

熊猫阿三

原帖由 pal2002 于 23-11-2007 15:28 发表

                               
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征求建议：

1) Out of your work experience, how much of this was working on servers with
rollout, troubleshooting and maintenance?



2) Give an example of a server issue that you had to s ...

大公司注重流程，小公司注重经验和动手能力，我下面给出一些ITIL方面的我的答案

第一个问题：如果该incident不是P1级别，查看是否属于security的case,如果不是查看know error knowledge base, 没有的话escalate给server lead.

第二个问题： 硬件：比如服务器内存坏了，该服务器是文件服务器，影响到很多人，马上提P1 case,报告IT Lead和location Lead. 走Problem management 流程，上报给server team lead,如果在SLA规定时间内服务器vendor没有换内存/修理好， escalate到上一level. 问题解决后，填report然后close case。后面还有一些，这里不说了

软件/系统方面：比如很多用户报告无法连接打印机，查看打印服务器，发现原来新来的管理员把权限更改了（MCSE或者CCNP题里面经常有这种场景，让你给菜鸟擦屁股..），你确定问题后，查看change request，查是否有任何涉及该问题的更改，如果没有别的更改，只是该菜鸟乱来，那么就把权限改回去（比如everyone被删了...），然后再填change request. 记录下来。close case...

auphil

1) Out of your work experience, how much of this was working on servers with rollout, troubleshooting and maintenance?

I think this questions somehow related to your your project experience. IT support mainly dealing with two types of work, Project and BAU work. Project may involves project manager and addtional fundings. Rollout is likely related Project and Maitenance is likely BAU work and Troubleshooting can applies to both, but mainly related to BAU, as usueally that mean to resolve issues raised by the customers or server problems. The focus of the two type of works also different, project need to be ontime and on budget, and BAU ensure the machines runs without any issue.

Rollout - "Install new servers, install new database and convert the old database to new product, such convert database from MySQL to DB2, Replacing Pentium 3 servers with core duo servers etc"

Troubleshoot - "Anything to do with ideitfy, fixing and finding the root cause of the problem"

Maintenance - Upgrade OS to the latest Service pack, update drivers etc..

2) Give an example of a server issue that you had to solve and how you resolved it and dealt with the client.

I think they want to see how your resolve problem in real life. See if you can act swiftly and indentify the issue, more importantly, able to resove it quickly, either by yourself or engaging the right resource to fix the issue. The first step for major incident is to update the helpdesk or customer, put your founding in the problem ticket (if there is one), and provide an breif action plan, i.e. Server crash during to hard disk failure, will log call to hardware vendor to inspect / replace hardware. Next is to expain what you need to do from support point of view to replace the hardware, and restore service, dont forget to mention update customer / helpdesk / problem ticket on regular bases if that is high impacting problem. That show you care about the customer :-) .

lastly, once the problem is fix, you can say you made some suggestion based on the experience, for example, suggest to put a mirror or RAID in the hard disks so that one disk fails in the future does not impact the server.

熊猫阿三

to your point 2,

Besides notify the server vendor, you can't do anthing because the harddisk is not easy for you man to fix it. So we need to evalute the data leak risk if the vendor wanna take the disk out of your range. For example, there are many confidential materaisl inside including the project docuemts, so you can NOT just pass it to vendor. In my server maintenance experience, say Dell servers, RAID 1 is mandatory, not mention the RAID 5 for impormant server just like file/AD servers. Therefor, such kind of harddisk case isn't an adequate explanation to your experience.

Base on my understanding to your question, you can talk something more about the AD and server security. Also your soft communication is required according to face-to-face position.

Just show some gossip base on my view~   :-)

[ 本帖最后由 zsustar 于 25-11-2007 14:26 编辑 ]

auphil

原帖由 zsustar 于 25-11-2007 14:24 发表

                               
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to your point 2,

Besides notify the server vendor, you can't do anthing because the harddisk is not easy for you man to fix it. So we need to evalute the data leak risk if the vendor wanna ta ...

I agress with you, normally, in an well designed environment, a hard disk failure will not cause any issue, but the point is to demonstrate you involvement in a real life situation. Doesnt matter wehter that is a hard disks, HA failures, data center failure or even earth quake. I agree you cant fix the hard disks if it fails, but if you want to, you can say the follwoing if these applies:

1. Organise tape / backup media for restore
2. IF there is HA set up (high availablity) or cluster, ensure all appliatons are not impacted, health check
3. If there is a DR strategy, make sure it is handy, this might assists you to in restoring the service
4. Constantly update the customer the progress and provide an ETA
5. Advise relivanet stakeholders in the problem, more importantly, to see if alternative can be activated

The question is not asking you to explain how well you know AD or how well you know the hard disks, beside, if the position is Unix / Linux Support, then explainly AD will not be a good example. The questions to me is to demonstrate that you are able to follows the standard problem resolution procedure. The answer should be on a very high level, with minimal techincal detail.  

In term of dealing with customer, i would expect to be open with the customer. Cutomer is expected to be informed, either through help desk, phone or other autohrised communcation channel. The should know the impact and progress, and ETA.. It is vital at this point to restore the service. At the same time, you can not accept full responsiblity until the problem is resolve and the root cause is identified.

that is my understanding of the question :-)

单衣纵酒

wah, Champion, why don't you share your Fibre Channel Card experience with us

auphil

na it is hard disks, i have to accept that is not a good example
May be you can share how you become a Flash Copy Champion..