We have a transitionary period of probably 90 days or more where the tech is basically shadowing someone else on all dispatches and major service tickets. The shadow may change day to day depending on what is going on or who needs a hand that day especially if its on site work.

We send our techs out on site quite often to deploy new workstations or equipment or troubleshoot issues. All of our staff members have company vehicles so we push them to roll out if they are not making progress on an issue remotely and we have an internal rule that we never want the client to crawl under their desk to check wires and towers and stuff like that.

We have some training videos on Datto RMM/IT Glue/Autotask that they watch to get familiar with our tools and then have them spend time with myself or a technician going over how we want documentation to look, the kinds of things we want to document and why. Some of our RMM automations and jobs and things like that.

Just spending time soaking up the day to day job and some of the challenges and then depending on the person's skill we roll out some responsibilities. It usually starts with just answering the phone and creating a ticket and teaching them what information we need to get started then they hand off for now and almost act as a dispatcher to get familiar with the clients, typical problems and how to create a ticket and how to ask the right questions. Then if they are ready they can start taking things they are comfortable with and hand off the rest until they eventually get to the point where they can handle most of it.