> Big big shops have "dumbed down" troubleshooting as much as they can - for a lot of reasons. You don't have to pay folks as much because they're thinking and doing less, the more time they spend troubleshooting the longer the server is offline, and if there's no troubleshooting there's not much for them to screw up.

Very true. I've heard stories of how technicians struggle with friends/family perceptions here. Since a lot of these datacenters are in rural communities, they are perceived as being technical wizards to be working there. But in reality they are doing as you say - just following a preprogrammed script with very little scope for any sort of creative problem solving.