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I did first line support for an ISP for a while over a decade ago. The training class I was in was full of the dumbest people imaginable. They literally hired anyone who could speak English and could type at least 20 words per minute. I hated that job so much.
Still true. Their only job is to raise tickets, and ensure the basic troubleshooting steps have been taken.
They're not paid enough to do any more than that.
They just have to read a script that they're not allowed to deviate from. No need to hire smart people.