They were pretty astonished when they heard that she had installed a GPU by herself (which most people here know is trivial). Which gave her enough confidence to fix her VCR by herself.

Anyone can learn any skill if they actually invest the time.

And regarding the older brother, you learn pretty quickly working help desk that users generally don't care what the problem is or why it happened. They just want to get back to work and not have it happen again. After a while you get conditioned to just be friendly and solve the issue without explaining what you're doing or why.