Help a Tier 1 do better escalations

Hi all, thank you in advance if you read this. I've recently joined an MSP as a tier 1 technician. All of my client interactions are remote, with some clients forbidding us from remoting in.

Before working here, I was decently successful as an internal tier 2-ish person and had as much time as needed to troubleshoot issues.My current employer has placed me as tier 1 for lack of server, network, and Office 365 experience. Being tier 1, I'm expected to resolve or escalate in 15 minutes, and the time limit has me pretty frazzled.

I feel like I'm embarrassing myself by missing very basic things during my initial troubleshooting, before I escalate up. Once I forgot to ask a user to reboot, which ended up fixing her issue. Another user ended up having an expired password, which I didn't know how to check off the top of my head for their environment.

What trivial things do you expect your tier 1 techs to check before escalating? Include even the most basic things, I'm tired of being embarrassed and feeling insecure.