This will come as no surprise. The more you know, the more you’re worth. In the IT industry that great truth has been growing year-by-year for decades.
There was a time when you could categorize yourself as a “desktop guy”, or a “server guy.” A “storage guy” or a “networking guy” or any of many others.
The economics of the business changed as more firms took on more clients and more responsibilities. The trick to managing costs involved sending out the right “guy” at the right time to each call with the right skills and the right tools.
Some members of some tech teams were “certification hounds” who grabbed every opportunity to take a training course and get a new certification in something they didn’t already have. Soon dispatchers found it much easier to manage the call flow as they gained more flexibility in who they had available with the right skills to be assigned to a wider variety of calls.