I work for myself offering the local area end user IT support services., both business and domestic, I am in my late 30s. I attend a site and get sat down in front of the troublesome PC. The owner explains the issue they are having and walks me through the problems on screen. This process usually ends with the end user asking "Do you know how to fix that?". I usually tell them "No", they look worried. The first few moments of my discussion with the end user is usually to explain that I have never even heard of the software product they have shown me, let alone even used it before. I explain that back when I started repairing PCs and providing user support - 13 years old at my secondary school - supporting the staff (I was presented with the key to the server room and left to maintain the Novell Netware system), the number of products installed on the PCs totalled around 4 including Microsoft DOS, Microsoft Windows 3.1, Microsoft Works. I explain that over the course of a week I was able to read the entire manuals so I knew the products inside out. I then explain that whilst talking, multiple new software products have been released which will likely have updates released before I leave their site.
There is no way to keep fully up to date. I explain that the job is now more of a research role, being able to find the answer and call upon previous experience as needed, rather than a knowing role. I tell the client to give me 20 minutes and I will likely have resolved their issue.
End user support is stressful, especially when going it alone. I used to work all hours under the sun, holiday? What's a holiday? I then started taking note when I started taking on more and more clients who when asked "What happened to your last IT provider?" would reply with phrases such as "Oh they had a breakdown", "they are no longer with us, keeled over at a keyboard, only 45", "went on holiday, decided not to return".
So, now I make sure I take dedicated holiday time off, falling inline with my partners allocation. I no longer take any business related IT equipment with me and and have found people locally who can cover me and vice versa when we are away - but they tend to take their business phone and laptop away with them too, so they are never really turning off and having a true break to recuperate.
Some clients are a little put off when I state I will not be contactable for 1 week and to instead call XYZ. I explain much like I have above and state that I can either be contactable all year round (minus my holiday breaks) for the next 30 years, or I can be contactable 24/7 for the next few years until I have my own overwork related health issues.
They tend to understand, if they don't they are free to go elsewhere.