Most of the Service Desk Agents staffing first tier support are not technical.
Be nice, answer their questions and ask polite to be transferred to 2-Tier support on the end of the script.
1-Tier support tends to be less cooperative when you're starting to yell and accusing them for lack of knowledge. Treat them as human beings, but let them understand you know what you are talking about. Be as cooperative as required from the service desk.You get much more...
Otherwise there is the risk you do not get proper support.
1-Tier, 2-Tier, 3-Tier, Incident Manager, Problem Manager: been there, done that.
If you don't get to 2-Tier support or a solution, open a complaint ticket. Any mature organization accepts complaints through the service desk and will handle them as it is a regulated procedure.
Me: My ADSL modem doesn't synchronize anymore. I've already checked and double-checked cabling and made a hardware reset.
SD: Funny I see you're modem connected.
Me: Hmmmm... The modem is not connected to AC power nor it is connected to the PSTN line. Would you be so kind to transfer me to 2-Tier please?
SD: hold on.... transferring to 2-Tier