@devread have some example scenarios and ask him to talk through how he would go about troubleshooting and hopefully resolving an issue. for example, a user sends you a screenshot of an error message and says they can't do something - what do you do? ideally he would have critical thinking skills to gather information about what the user was doing, what they expected to happen, whether the error message completely prevented them from doing anything, etc. he would try to recreate the issue in a sandbox, maybe try different browsers, see if other users got the same error, etc. basically, make sure that he can logically work through issues rather than just saying he would submit a case to netsuite.