What would you do if a user needed to access a file on a shared drive, but for some reason, they are unable to?

During an interview for a senior technical support engineer role, you will be presented with scenarios you may encounter on the job. The interviewer is seeking to understand how you go about diagnosing and resolving the issue. They are less interested in the actual answer and more interested in the process you use. The best way to answer this question is to methodically walk them through the process, briefly describing each step and the results you anticipate achieving. Be prepared for follow-up questions asking for more detail or contingencies if the original plan did not succeed.