Knowledge of how to fix the system comes from understanding how the system works, which does not necessarily require experience fixing it. Every problem ever fixed was at some point fixed without prior experience - if we can fix problems that have never happened before we can fix problems that haven't happened in a while.

Can confirm.

Can also confirm that the process can be harrowing and extremely inefficient (days can turn into months) if you don't know what you're doing and don't have the necessary support.