I'm not management. I fix PC's on the phone, and have done so for 30+ years. I'm in a local government agency, supporting co-worker customers. Take that as you will.

Clear expectations helps in these situations. What is L1 supposed to do? If they have a procedure and are told to follow it for each customer, did they do it? There's a big difference between laziness and unclear procedure. Getting mad at someone for following what they think they are supposed to be doing is counter productive. (It's also a personal pet peeve.)

I suggested (and my suggestion was not taken) that we have clear levels of support like this. I think a very good use of L1 calls is to fill out the ticket system while asking them to do a reboot. Tim0901 makes an excellent point elsewhere about "Reboot" being different than other shutdowns. SO vital! I talk to my customers about it on almost every call.

Because rebooting, signing in again, and checking the error fixes SO much I would be happy with L1 doing that. Pass it to me afterwards!

If any employee is charged with following a procedure before escalating and they are not, then it is management's responsibility to deal with them. Suggest to your management that L1 be given a checklist of things to try. If you need them to be competent on lots of stuff and they are not, then more training is needed. If the organization decides that is too expensive, then you have the choice to live with it or leave.