← Technician · Master

Knowledge material · ~5 min read

Technician · Master

Senior Tier 1 — you train new hires and write the docs.

Overview

Master-level Tier 1 means leverage: your work makes other people faster. You convert repeated fixes into SOPs, turn customer conversations into reusable scripts, and write tickets so detailed that the next tech needs zero context. PowerShell starts to replace the mouse for any task you do twice.

Documentation hierarchy

  • ▸Client docs (IT (Information Technology) Glue / Hudu) — passwords, devices, network diagrams.
  • ▸SOP (Standard Operating Procedure) — how the firm does a recurring task (e.g. 'onboard a new user').
  • ▸Runbook — what to do when X system breaks (e.g. 'Exchange Online is down').
  • ▸Ticket — the per-incident record. Replication, evidence, resolution.

Anatomy of a great ticket

  • ▸Reported: exact words of the user.
  • ▸Observed: what you reproduced, with screenshots.
  • ▸Tested: what you ruled out and why.
  • ▸Resolution: the change that fixed it.
  • ▸Time entries: rounded to 15-minute increments.

PowerShell starter kit

  • ▸Get-Service, Restart-Service — replace services.msc clicks.
  • ▸Get-ADUser -Filter, Set-ADUser — bulk identity edits.
  • ▸Get-EventLog / Get-WinEvent — read logs over a remote session.
  • ▸Always test against $env:COMPUTERNAME before -ComputerName <remote>.

Talking to non-technical users

Mirror their words back ('the email got bounced'), state what you will do in one sentence, give an honest ETA, then update them when you said you would. Most complaints are about silence, not speed.

Glossary

Runbook
Step-by-step recovery for a specific outage.
Time entry
Billable record of work, usually in 15-min units.
Knowledge base
Searchable store of resolved-issue write-ups.

Common pitfalls

Practice drills