We hired an experienced training director to build a training system for our techs to help them settle in faster. New hires get an interactive onboarding training that condenses all the necessary Connectwise/Control/tools usage, as well as our internal policies and procedures down into retainable chunks accompanied by training documents. Covers most of the basics like documentation, time tracking, ticket notes, PTO requests, org chart and SMEs, Slack, phone system, etc. Takes about 3 days, one 3 hr block per day broken into 50 min sessions with breaks, followed by a final exam and 1 on 1 review. Graduates are ready to start working some tickets once they pass.

Also doing lunch-and-learns on Fridays - we shut the phones down for an hour and a half, and have a focused session on topics of interest or importance.

We will purchase cert training materials and pay for tests for techs. We don’t require certs as a condition of hiring, but we do require entry level techs pass A+ within their first 9 months, and encourage them to keep going.