TCS supply L1/L2 internal support services where I work, and while the more senior members of the teams are very good at their jobs and take a proactive part in providing supporting, the ones who have been there less than 5 years (made up number, the less experienced/greener staff) struggle to follow simple instructions without several confirmations of the actions, even when pretty comprehensive documentation has been provided. It's quite an interesting, and often frustrating, dynamic.