Although this is for a tech position, don not over think it. During the phone interview you will be asked basic questions to verify info, and go over the job a bit. They will ask you a few behavioral questions, overall it took an hour. The 2nd interview was the same set up, and I was asked to role play. Now, don't try to get into the actual tech with these, they want answers that reflect your customer service skills, because you have a month long training to learn. The last interview is when they ask simple tech questions, behavioral questions, and ask if you have any. What is ram? Tell me about a time you had to troubleshoot? Tell me about a time you had a difficult customer, how did you handle it? What if any would you have done different? Tell me about a time you went above and beyond for a customer? What do you expect out of me, your manager? A customer calls in, she isn't able to print a document that she needs for class which is in 30 minutes, what do you say/do? (again they are looking more for a customer service answer such as "I'm sorry you're experiencing this, I know how important this must be, and I would hate for you to be later, so let's get this issue fixed right away, what device are you trying to print from?"