This grading system isn’t just about technical skills. An experienced software engineer might be able to reach L4 level in just a week, and a top computer science graduate could do the same. If our goal is to help more people achieve their objectives, this will require a diverse set of skills.
Here are the different dimensions at each level :
| Level | Technical Skills | Project Management & Leadership | Problem Solving & Decision Making | Communication & Client Interaction | Strategic Planning & Architecture |
|---|---|---|---|---|---|
| L1 | 70% | 10% | 10% | 10% | 0% |
| L2 | 60% | 20% | 20% | 15% | 5% |
| L3 | 50% | 30% | 30% | 20% | 10% |
| L4 | 40% | 40% | 40% | 30% | 20% |
Level 1 (L1) - Junior Support/Technician
Experience : 1-2 years of experience.
Responsibilities :
- Handle basic technical issues (e.g., password resets, simple troubleshooting).
- Provide first-level support to users.
- Escalate unresolved issues to L2 or higher levels.
- Document issues and solutions for future reference.
Certifications :
- AWS: AWS Certified Cloud Practitioner
- Microsoft: Microsoft Certified: Azure Fundamentals
- Google: Google Associate Cloud Engineer
Level 2 (L2) - Intermediate Support/Technician
Experience : 2-5 years of experience.
Responsibilities :
- Solve complex technical problems that L1 cannot resolve.
- Collaborate with vendors or external partners to troubleshoot issues.
- Provide guidance and support to L1 technicians.
- Maintain and manage system configurations and updates.
Certifications :
- AWS: AWS Certified Solutions Architect – Associate
- Microsoft: Microsoft Certified: Azure Administrator Associate
- Google: Google Professional Cloud Architect
Level 3 (L3) - Senior Support/Technical Expert
Experience : 5+ years of experience.
Responsibilities :
- Design and implement complex systems and architectures.
- Perform advanced troubleshooting and problem resolution.
- Optimize system performance and security.
- Lead technical projects and collaborate with other teams.
- Mentor and guide L1 and L2 technicians.
Certifications :
- AWS: AWS Certified Solutions Architect – Professional
- Microsoft: Microsoft Certified: Azure Solutions Architect Expert
- Google: Google Professional Cloud DevOps Engineer
Level 4 (L4) - Expert/Senior Consultant
Experience : 10+ years of experience.
Responsibilities :
- Develop long-term IT strategies and technical roadmaps.
- Oversee large-scale IT projects, from planning to execution.
- Design architecture solutions for enterprise-level systems.
- Provide expert-level advice and consultation to senior leadership.
- Manage stakeholder relationships and project expectations.
Certifications :
- AWS: AWS Certified DevOps Engineer – Professional
- Microsoft: Microsoft Certified: Azure DevOps Engineer Expert
- Google: Google Professional Cloud Network Engineer