In the MSP world, Tier 1 is often the training ground, but it’s also repetitive (and hard to scale, let's be honest.) With AI agents getting better at summarizing logs and escalating with context, what’s the future of Tier 1?
Do we evolve that role into something more strategic? Or do we risk hollowing it out entirely?
Would love to hear how others are thinking about upskilling their teams in an agent-first world.