@Olivernumbers
The use of the phrases "level 1, level 2 and level 3 imples some sort oif IT dept in place.
Do you think they've never had to talk a user through getting them connected to a machine? Also unless they're miles away geographically (they're not, the lvl3 dude walked to the user) then this is absolutely a failure of every IT staff member who touched it before the lvl3 guy.
From a business perspective it's bad too. That is 30-75k of salary walking around the building to fix a training issue on MS word.