Tier 1 to 3 Technicians
You’re the one clients actually talk to. Grab a script or a cheat sheet, know the numbers you’re measured on, and plan your next role.
- Use PowerShell scripts you can read before you run them.
- Keep cheat sheets and runbooks for the tickets you see every week.
- Learn what moves you up a tier, and what the next role pays.
The Problems This Job Actually Has
The same ticket, five different ways
No standard for the common requests, so every fix is improvised.
Scripts nobody has read
Automation that runs in production because it always has.
Measured on a number nobody explained
Utilization, first response and the rest, in plain words.
No idea what the next role is
Tier two, team lead or specialist, and what each one actually does.
Featured Template
Price Increase Letter
You know your rates are too low. The hard part is the letter. This one says the number, the date and the reason on one page, with the rules for when to send it.
- 2 pages
- Template
- Free with an account
What Is New
Building a Client Onboarding Checklist: 90-Point Technical Onboarding SOP
You sign a new client, hand onboarding to your most reliable tech, and a week later you're untangling a mess: users are calling in because they don't know the…
What One Ticket Really Costs You, and How to Find Out in 30 Minutes
Picture a client who sends a flood of easy requests. Password resets, printer jams, "my Outlook is slow."
The One Sentence That Tells a Prospect Exactly What Your MSP Does
You're at a chamber mixer and someone asks what your MSP does. You launch into the list: IT, security, cloud, help desk, backup, maybe some cabling.