I'm training as a tech (as I finish my doctoral in Eng-Lit ;p). The problem for anyone providing tech support in Europe is that 1. the solution has to be big enough to provide expansive, immediate response and 2. due to the sheep mentality of Corporate culture, it has to be widely recognized as doing so -- whether it does or not.
My own experience of f-secure recently was that it was difficult to set-up correctly (perhaps my fault) and a resource hog. Norton AV is a resource hog and a b!tch to uninstall, and its probs are about insoluable without a reinstall. But they're the market dominators, so that's what I have to repair, that's what I have to support.
Now, I'd be keen personally to find somebody with a slick, minimal solution.