I have to play the devils advocate here. I just went through some trying times with all of this, and used the entry level tech on one of the calls. I make your point when I tell you he didn't fix it, BUT he identified the problem, gave me a fix to load that was ALMOST exactly right. How else can they train more staff? The following day I got in touch with the IT person who I feel is most knowledgeable, she admitted she had limited experience with a network like ours, (she never said screwed up network, but I suspect I know what we were all thinking) and she came to the same fix and couldn't see why it didn't work. More people were called in and a slightly different fix was handed over, and instructions to load it individually into the account of each remote desk top was suggested. I loaded it into one, and now they all work.
My opinion the tech support is very good.
I acknowledge that is only my opinion.
