Years of work with Mechanical, Electronic, and Computer systems has taught me two things. Patience, and Trouble Shooting skills. I can work with end users over the phone to often diagnose and fix most I-T issues with out requiring an onsite visit or the dreaded passing of the buck. I use experience, skill and instinct as my guide not a pre written checklist read in broken English. Most of my phone support calls are resolved in about 30 minutes. Compare that to your last phone support experience and you can see how 1 on 1 trouble shooing is so important.