Knowledge Is Powerless

(My coworker is walking a field tech through installing network equipment over the phone. I overhear the following exchange.)

Coworker: “Okay, I can remote to the router you set up, but I can’t get to the switch behind it. Can you reboot the switch?”

Field Tech: “Okay…” *brief pause* “Done.”

Coworker: “I just lost access to the router. What did you just reboot?”

Field Tech: “The DSL modem.”

Coworker: “Okay, I’ll need to wait on the DSL to come back up so I can get to the router again.” *after a minute* “Okay, now I’m back in the router. I need you to reboot the switch. This is the wide, flat box labeled ‘Linksys’.”

Field Tech: “Okay…” *brief pause* “Done.”

Coworker: “I just lost access to the router again. What did you unplug this time?”

Field Tech: “The uninterruptible power supply.”

Coworker: *head desk*