This article sheds light on support for the future
I do agree to a point that support is changing. I once worked for a company that had 200+ corporate users and over 2000 remote users. This company requires a dedicated corporate support person and five techs supporting the remote users. That was in addition to a manned helpdesk of about seven or eight people taking calls and triaging issues. I no longer work for that company but the last time I checked there was no dedicated corporate tech and only two techs handling the remote users. Technology has improved to the point were support requires less man power but on the flip side, techs need to be more knowledgable because the improving technology has opened up venues like virtualization that were not around ten years ago.
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