Re: Very Good Answer...
I'm currently dealing with a similar problem. I don't work in IT support, but when my family members have issues, they come to me. This time, it's one of my family members who runs a small business with no IT help at all. Unfortunately, the help is going like this:
Family: We have a firewall, and it's old. We want to get rid of it.
Me: Would you like me to recycle it? I get rid of a lot of hardware.
Family: No. We don't know the password to it, or actually we think we know the password to it, but we don't know for sure.
Me: Do you need the password if you're just going to get rid of it?
Them: Well, we don't know, but how can we configure it if we don't have the password?
Me: Do you want it or not.
Them: Do we need it?
Me: I don't know. What are you doing with it?
Them: It's between the modem and the router.
Me: Do you mean the WiFi access point?
Them: No, that's connected directly to the router.
Me: Which is downstream from the firewall, right?
Them: [confidently, so I know they haven't a clue] Yes.
Me: [realizing that using the word downstream was my fault and I shouldn't have] Do you know what I mean by downstream?
Them: Yes, of course.
Me: Ok. Then what is upstream from the firewall?
Them: We have some network phones and a computer on that part. All the other computers are on the other part.
Me: Which part? Can we start from the line in from the ISP? What's plugged into that?
Them: The modem from the ISP.
Me: And what's plugged into that?
Them: The firewall and the router.
Me: What's plugged into the firewall?
Them: The router and the modem.
Me: Is this router the same one that's connected to the modem directly?
Me: And what's connected to the router?
Them: The server, the switch, a phone box, and the WiFi.
Me: [Pretty sure they've got a loop but at least I understand now] So the router is between all the devices on the network and the modem? There's nothing else there?
Them: No. The firewall is only between the router and the server. The computers are connected to the switch.
And it continues. This is why I didn't go into IT or specifically networking. I can sysadmin a lot of stuff, but I don't know whether I can do a business network, let alone one where someone's already treated it as a cabling playground. But more importantly, it's why I would never work in support. Even if all the programming jobs that I'd rather do are replaced by AI, I'll not do support. My sanity is important to me.