beginner tech support: try and fix problem, fail to find answer, get frustrated

intermediate: know enough to know user is lying, maybe succeed through clever questioning

expert: the problem is that the user is talking to you, the solution is whatever makes that stop

— Steven Binch (@GrimConch) August 8, 2020

Grizzled veteran of the tech support wars: Solve a problem in five minutes the user and their entire IT team has been working on for weeks, then both the user and the IT team get angry at you, because you’ve embarrassed them and accidentally made them look bad in front of their bosses.

That’s my life.