Proficiency Level 1
Explains the underlying concept of using a systematic approach to solve technical problems.
Describes problem identification, reporting and escalation procedures.
Identifies available resources and support systems for troubleshooting.
Able to resolve common technical problems.
Proficiency Level 2
Cites specific technical problems and which processes and tools to leverage to resolve.
Analyzes code, logs, and current systems as part of advanced troubleshooting.
Works with vendor-specific diagnostic guides, tools and utilities.
Discovers, analyzes, and resolves hardware, software systems, network or application problems.
Fields inquiries regarding how to resolve a variety of technical malfunctions.
Proficiency Level 3
Resolves a variety of hardware, software, systems, network and/or communications malfunctions.
Emphasizes the business impact of failure and the criticality and timing of needed resolution so that problems can be avoided in the future.
Utilizes advanced diagnostic techniques and tools for unusual or performance-related problems.
Facilitates the resolution of communications problems in multi-vendor environments.
Creates trouble reports for all issues found and reviews solutions for completeness and correctness.
Has extensive experience resolving difficult or high impact technical problems.
Proficiency Level 4
Subject Matter Expert
Plays a leadership role in resolving complex, multi-component failures.
Elaborates on ways of distinguishing between various types of technical problems (i.e. hardware, software, systems, network,…) Develops and demonstrates an extensive knowledge base and best practice on how to troubleshoot non-recurring and performance-related problems.
Provides insight into alternative troubleshooting approaches and their applicability to solve problems.
Creates and oversees policies and procedures to ensure alignment with product and service requirements.
Builds standards to design and support troubleshooting situations and maintain cost effectiveness.