vmem :
....we're just a bunch of 'experts' throwing ideas at the wall (or you), and see what sticks 😛.
Actually, once you learn the 'logic' of our steps you will see this statement is not true what so ever. IT Technical people are logical in a process, the most likely to the least likely 'determining the problem'. Way to often we get such overly generalized statements like "the internet doesn't work" when in actually the user just forgot their email password, two VERY different things. But with the way many user get defensive, that they could not in any way done anything wrong or can't believe it possibly could be XYZ is the problem (sound familiar) it become worse then 'pulling teeth' with a user to get to the heart of the problem, but we rely on honesty and a calm set of answers to help us figure out the user's problems.
I can't count the endless times I been flat looked in the eye lied to by someone about thier computer issue they have no clue about computers, come to me to solve, yet seemingly no idea what I am talking about when I point out a very simple common mistake, and be told absolutely did not happen. Yet the computer can tell me otherwise just by the fact IT CAN'T DECIDE to just 'not work' or do the things WE KNOW NOT to do, it only does what a user says a million to billion times faster, and often a million / billion times worse a mistake then the human can make.
We don't 'poke in the dark' or throw things till something sticks, there is a very real sense of what is the most likely common often problem and solution, but we can't tell you that answer right off because we don't know right off IF that is the actual problem (Back to Internet doesn't work VS Mail password reset).