I'm a step off from it at an MSP so it's not like it's just anyone calling in. But the number of c suite people who apparently can't do their job without AI these days is concerning

We deal with other engineers, the customer’s in house IT team calls us for support with our specific product, but we don’t deal with the end users or the stakeholders, only engineer to engineer.

Which doesn't really quarantee much. I'm a sysadmin in a corporate with offices in multiple countries and even continents. Part of the job is to build services for other offices and help their local IT guys with their stuff. I've seen multiple times when "IT guy" plugs in wrong cables multiple times even via monitored video call, creates loops to the network, pulls both power cables from a running ESX servers (production critical, of course) and so on.

Gladly there's also competent guys and then it's a breeze. They have their strenghts and knowledge on their local setup, I know my shit and we speak the same language so I get competent requests and detailed descriptions on support tickets while knowing that they don't do anything stupid after I finish my part of the task.