1. technical skills, someone who understands what you are saying 2. politeness 3. soft skills, "small talk" being able to make a conversation while solving your problems.(this was a HUUUGE Deal in the interview)
-Restart (power cycle) the modem. Unplug your modem's power cord for at least 20 seconds and then plug it back in again. -Restart (reboot) your computer or device. Power OFF and restart your computer (or device).
impact + urgency = priority, you need to think how many users are affected by this issue, and how does this affect the business. If it’s a problem that affects one user say the office admin then the priority may be low but if it affects a lot of users from sales to accounting, then the priority should be high or set to 0