What Makes Good MSP Technician Training? | EP 014
The episode of Gone Phishing features Kyle Spooner discussing MSP technician training by explaining the roles and skill levels of MSP technicians—from Level 1 handling basic tasks like password resets to Level 3 managing complex issues—and highlighting the importance of specialized training and clear technician categorization within Managed Service Providers.
Welcome to Gone Phishing, a show diving into the cybersecurity threats that surround our highly connected lives. Every human is different, and every person has unique vulnerabilities that expose them to potentially successful social engineering. On this show, we'll discuss human vulnerability and how it relates to unique individuals.
Guest Introduction
Kyle Spooner, Chief Executive of MSPGeek Con, joins the show to talk about MSP technician training, the different levels of MSP technicians, and how to spot well-trained technicians.
What is an MSP?
An MSP (Managed Service Provider) is a company that offers IT infrastructure and other services for businesses. MSP technicians are the people who provide these services, handling a wide range of tasks.
What is an MSP Technician?
An MSP technician is someone who can take a problem ticket and resolve it. Not all problem tickets are the same, so companies often group tickets by complexity and assign them to technicians based on their skill level. Lower-level tasks, like password resets, are handled by less experienced technicians, while more complex issues go to higher-level technicians.
There are also specializations within MSPs, such as project engineers, security engineers, data center specialists, cloud engineers, and Microsoft specialists. Generally, technicians are categorized as Level 1, Level 2, or Level 3, with some organizations going up to Level 4 or 5, or even having a Level 0 for interns or trainees.
Technician Levels Explained
- Level 1 Technician: New to the field, handles basic tasks like password resets, understands the basics of systems, and is beginning to think critically about their work.
- Level 2 Technician: Has a deeper understanding, can solve more complicated issues, and is able to diagnose and troubleshoot problems beyond basic fixes.
- Level 3 Technician: Handles deeply complex problems that require significant troubleshooting and expertise, often taking multiple hours to resolve.
The complexity of the issue determines the level of technician required. However, there is no strict standard for what defines each level; it's often based on experience, critical thinking, and problem-solving ability.
Assessing Technician Skill Levels
There is no universal certification or test that perfectly maps to technician levels. Some organizations use questionnaires or technical assessments to gauge skill. For example, one assessment might ask:
- Can you explain the difference between NTFS file system and share permissions?
- Can you answer detailed technical questions about networking or system administration?
The quality and detail of the answers help determine the technician's level. Certifications like CompTIA Security+ or Network+ are sometimes used as proxies, but they don't always reflect real-world problem-solving ability.
Training and Developing MSP Technicians
Experience is often the best teacher. Reviewing completed tickets, learning from mistakes, and self-training (such as setting up a home lab) are valuable ways to develop skills. A home lab is a personal setup, often using old hardware, where technicians can experiment and learn without risking production systems.
MSPGeek Con: Training Conference
To address the lack of standardized training, Kyle Spooner and his team are organizing a conference specifically designed to educate MSP technicians. The goal is to teach core skills that make technicians more effective and efficient, rather than just handing out certifications. The conference features carefully selected speakers with expertise in relevant topics.
The event is scheduled for May 21st to 23rd in Orlando. Information about the agenda, speakers, and program is available on the MSPGeek Con website.
Closing Thoughts
The next episode will focus on automation and how it can make MSP technicians more valuable by automating repeatable tasks. The show encourages listeners to check out Phin Security for more information on security awareness training campaigns.
Thank you for tuning in to Gone Phishing!