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At my last job, we had a WAN guy that knew Cisco Routers inside and out. But there was always a tech on call after hours for the simple reason that we had a hundred plus remote facilities and this guy would not talk to the end user even if it was just to give the simple instruction of rebooting their PC. I will never forget sitting on my deck essentially playing telephone with a Director and our WAN guy were essentially the WAN guy would say "Okay call the director and tell them to unplug the router," and for an hour, that's what I did.