Job descriptions
IT support career ladder
5 levels, from IT Support Technician to IT Operations Lead. Each one is rated on the same 38 skills — what changes between the rungs is how good you have to be at each. A remote-friendly service desk ladder from first-line triage to running IT operations.
- Level 1 of 5
IT Support Technician
Triages and resolves first-line tickets under guidance.
Read the job description - Level 2 of 5
IT Support Engineer
Owns second-line fixes and routine requests unaided.
Read the job description - Level 3 of 5
Senior IT Support Engineer
Handles complex faults and improves how the desk works.
Read the job description - Level 4 of 5
IT Support Team Lead
Runs the desk day to day: queues, staffing and standards.
Read the job description - Level 5 of 5
IT Operations Lead
Owns IT operations, vendors and risk for the business.
Read the job description
- Service Desk 4 skills
- Endpoint Support 5 skills
- Identity & Access 5 skills
- Infrastructure 5 skills
- IT Operations 5 skills
- Certifications 4 certifications
- Delivery 4 skills
- Craft 3 skills
- Communication 4 skills
- Leadership 3 skills
Import the whole ladder
One click adds IT support to your org as a department: all 38 skills, with the mastery expected at each of your 5 career levels.