IntermediateTECHNICAL
Can you walk me through a real scenario where you supported a Mac user with an OS or application issue, despite the environment being primarily Windows-based? What were the main differences in your troubleshooting approach compared to Windows?
Custom Role
General

Sample Answer

In my last role, about 90% of our 600 endpoints were Windows, but our design lead used a MacBook that suddenly couldn’t connect to our corporate VPN. On Windows, I’d usually start with the VPN client logs and check adapter settings via standard MMC tools. With macOS, I had to shift gears: I pulled system logs via Console, checked the Network preference pane, and used Terminal commands like `scutil --nc list` and `ifconfig` to see what was actually happening. I found a leftover config from an old VPN profile conflicting with our current one and a broken keychain entry. I removed the stale profile, reset the keychain items related to the VPN, and reinstalled the client. That got her back online in under an hour. Afterward, I documented a short macOS VPN runbook so the team could handle similar cases without escalating every Mac issue to me.

Keywords

Explain Windows-heavy environment with small Mac populationDescribe using macOS-specific tools (Console, Terminal, Keychain)Contrast registry/Group Policy mindset vs profile/permissions on MacMention creating documentation to upskill team
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