Scenario:
A technician is undergoing a practical troubleshooting interview at an IT support services company. The administrator hands the technician a printer and a note:
“An elderly client on the 4th floor can’t print from her laptop. The printer is on the 1st floor. Please resolve it. And explain how you’d guide her over the phone.”
✅ Step-by-Step Resolution
1. Understand the Complaint Clearly
- The client says: “I can’t print from my laptop.”
- Important clues:
- Client is elderly, may not be tech-savvy.
- Printer is on a different floor from her device.
- Could be connectivity, network sharing, or default printer issues.
2. Check the Printer Type
- Is it a Wi-Fi-enabled printer?
- Or is it USB only and attached to another computer?
If it’s Wi-Fi-capable, proceed with wireless configuration.
🔍 Technician Actions (On-site)
3. Ensure Printer is Connected to Wi-Fi
- Access printer settings and verify it’s connected to the same network as the client’s laptop.
- If not:
- Connect the printer to Wi-Fi manually or using WPS (if router supports it).
- Assign a static IP if necessary (for reliability).
4. Install Printer on the Client’s Laptop
- Check if the printer is installed:
- If not, install it using “Add Printer” wizard in Windows or macOS.
- Use IP address if automatic detection fails.
- Print a test page remotely.
📞 How to Deal with the Elderly Client Over the Phone
5. Use Clear, Simple Language
- Avoid tech jargon. Example:
- Say “Press the big green button” instead of “Power cycle the printer.”
- Say “Is your Wi-Fi working?” instead of “Check the network layer.”
6. Be Patient and Empathetic
- Elderly clients may be nervous.
- Reassure them: “No worries, we’ll get it working together step by step.”
🔁 Alternative Workaround if Wi-Fi Setup Fails
If printer doesn’t support Wi-Fi:
- Connect the printer to a host computer (on 1st floor) and enable printer sharing.
- Ensure client’s laptop is:
- On the same network.
- Has access permissions to the shared printer.
- Note: This setup is less reliable for long term.
🎯 Conclusion
In this real-world scenario, the technician not only had to solve a technical issue, but also show clear communication and user-friendly support — essential in tech services, especially with elderly or non-technical clients.
💡 Remember: Technology support isn’t just fixing machines. It’s about helping people feel confident using them.
⚠️ Disclaimer
The steps described here are general best practices. Actual implementation may vary depending on the printer model, operating system, and network configuration.
