misread the article. Just because she said unfortunately does not negate the fact that (as Bart99 points out) they are entry level jobs. I can tell you that if an individual applied to my company and their greatest aspiration was to be a support tech, I would seriously question their desire to keep up with changes and their ambition and drive.

I certainly don't mean to imply that they are not capable of being good at what they do but more often than not they are just learning. Perhaps there should be a distinction for the higher levels of tech support. Some of the second and thrid layer tech support guys I have spoken with are very good.