You cannot blame the script readers. Whether they are next door to you or in India, the employer has decided to provide low training levels and script based support.
You might consider calling their sales department. Explain that you are technically oriented and experienced and that the level of support they provide is inadequate for you and that you understand how networks run. Ask if it is possible to give you access to higher level support since this would result in less time being wasted by you and them when there are problems. They may suggest you get a business account.
