Hiring IT support professionals

The level of programming experience you’re looking for will vary depending on the seniority level of the role, but understanding the basics of programming is essential for all IT roles. Hearing what the candidate loves about certain languages can also help you spot their passion for IT and the unique perspectives they can bring to the role.

Source or version control is an important element of software configuration management, allowing IT support to engage in more detailed editing than a typical workflow would allow. Candidates should have experience with this practice and be comfortable working with source control management systems.

Cyberattacks are on the rise, and companies of all shapes and sizes can be targeted. A secure network safeguards against malicious attacks and keeps your company’s most sensitive information safe from prying eyes. As such, many IT support professionals will be actively involved and invested in improving network security.

IT is often the backbone of a well-functioning organization. Great IT professionals don’t just fix issues and ensure the smooth running of existing systems — they actively seek to make them better. Doing so requires these professionals to successfully sell their ideas to stakeholders, making great communication skills a must.

Troubleshooting is an integral part of any IT role, so you want to know that your new hire will approach it methodically. With a firm strategy in place, they’ll be able to resolve simple issues quickly and get to the bottom of even the most complex of problems, implementing smart solutions that minimize costly downtime.

Some pushback is to be expected in any job. Candidates who are confident and passionate about what they do won’t fold under scrutiny. They’ll always stand by their ideas, especially if they truly believe those ideas will improve the company’s processes, while still taking feedback on board to refine their recommendations.

This question tests for whether a candidate is able to bring something valuable and new to your existing IT team. Candidates with diverse experience are often able to share different and better ways of working that can make your team more effective.

This question will give you an insight into the candidate’s ability to keep pace with emerging technology, while also probing their problem-solving skills. Regardless of the technology in question, they should have a clear idea of the steps they’d take to set themselves and the project up for success.

IT support often needs to explain complex technical concepts to business leaders and other nontechnical staff, so strong communication skills are important. Depending on the technology they’ll be working with, you may want to ask them to explain higher-level concepts, such as machine learning. The important thing is not their expertise — it’s their ability to help others understand.