Providing technical support and assistance

This capability is the ability to provide technical support and assistance to customers, using technical knowledge and problem-solving skills.

Beginner competence definition

At this level, the support team member is able to follow established procedures and guidelines to resolve simple technical issues. They may also escalate more complex issues to a higher level of support.

Intermediate competence definition

At the intermediate level, support team members are able to diagnose and resolve a wider range of technical issues, using their technical knowledge and problem-solving skills. They can provide guidance and support to other team members, sharing their expertise and experience.

Advanced competence definition

At this level, the support team member is a technical expert, able to quickly and effectively diagnose and resolve even the most complex technical issues. They can identify and resolve systemic issues, using their deep understanding of the system and processes to drive continuous improvement.