10 year veteran, infrastructure engineer here. I’m basically a service desk for other engineers that don’t specialize in my product.

I get entry level questions EVERY day, not IT entry level, entry level computer literacy questions like “how do I attach a screenshot?” “I lost my password”

A) We have one of the best knowledge bases in the industry. No one uses it.

B) These are security engineers for fortune 500 financial institutions asking these questions.

It’s service desk all the way up my dude … I thought I would be free from that curse when I stooped supporting end users, nope, B2B it’s just as bad.

Anyways, the one trick that I’ve found works for me is to imagine I’m talking to my little nephew, that way you summon the patience, lower your expectations and probably end up treating the customer with a bit more delicacy.