I am not sure if I would agree about the “duties to replicate issues/setups”.
Speaking for myself: I’ve done this a couple of times now because I was interested in the technical difficulties - but at last, it’s a very time-consuming job. What’s more, there are major geographical differences. While I can say “it works for me” for some things, it may not be testable for others. (Example with the DHCP 60/61 problem with Sky ISP)
I would therefore separate forum moderation from first-level support. But it also depends on how big GL is overall and whether they have the man/woman power for it. You could also think about handing over forum moderation to particularly active members of the community.
I’m looking at you, @bring.fringe18
And while we are speaking @Summer shows up and seems to do some community service 