Its been said many times its very expensive to keep technical support in the USA vs "low cost" locations in other countries, even though the suppport is far better.
If they can do away with knowledgeable field technicians, what will rule out tech support in storage, severs, and networking having them work for as contractors sooner or later.
L1 and L2 are already outsourced, why pay someone 75k when you can get someone for about 15k or less per year. Recently they even brought people techs from India for an installation. Should give you an idea of what is transpiring in IT.
The word from upper management is to also get front-line L1 outsourced.
Isn't most of it already. Maybe just first line.