Industry Roles & Responsibilities

A reference of the technical and support roles found inside MSPs and the vendors that serve them, and what each one is responsible for.

MSPs and the vendors that serve them are staffed by a wide range of roles. The tables below group the most common ones by where they sit — technical roles inside MSPs, technical roles inside vendors, and the support roles found across both.

Technical Roles Inside MSPs

Role	What they do
Help Desk Technician	Provides first-level technical support to clients, resolving basic issues and escalating more complex problems to higher-level technicians.
On-site Engineer	Provides hands-on support at client locations. Addresses technical issues that cannot be resolved remotely and may also perform installations, hardware maintenance, and infrastructure upgrades.
Network Administrator	Maintains the MSP's internal network infrastructure and ensures that client networks are stable, secure, and optimized for performance.
Systems Administrator	Manages and maintains clients' servers, storage systems, and applications, ensuring optimal performance, reliability, and security.
Security Specialist	Protects MSPs and their clients from cyber threats by implementing security measures, monitoring for potential breaches, and responding to incidents.
Cloud Specialist	Helps clients migrate to, manage, and optimize their cloud-based infrastructure, leveraging public, private, or hybrid cloud environments.
Virtualization Specialist	Designs, implements, and manages virtualized environments for clients, optimizing resource usage, performance, and scalability.
IT Consultant	Works with clients to assess their technology needs, develop strategies, and recommend solutions to improve efficiency, productivity, and security.

Technical Roles Inside Vendors

Role	What they do
Product Manager	Guides the development of products and services, working closely with development teams and stakeholders to define requirements and prioritize features.
Software Developer/Engineer	Designs, develops, tests, and maintains software applications and systems, ensuring they meet the needs of customers and adhere to quality standards.
Quality Assurance (QA) Engineer	Tests products and services, identifying and reporting defects, and ensuring that they meet quality standards and customer requirements.
DevOps Engineer	Improves collaboration between development and operations teams, streamlining the software development lifecycle and automating processes for efficiency and consistency.
Solution Architect	Designs and oversees the implementation of complex technology solutions, ensuring they meet the needs of customers and align with the vendor's product offerings.
Technical Support Engineer	Assists customers experiencing issues with the vendor's products or services, working to diagnose and resolve problems as efficiently as possible.
Sales Engineer	Works closely with sales teams to provide technical expertise, demonstrating the value of the vendor's products and services to potential clients and helping to close deals.

Support Roles in MSPs and Vendors

Role	What they do
Account Manager / Customer Success Manager	Maintains relationships with clients, ensuring their needs are met and working to upsell additional services or products. Focused on ensuring clients have a positive experience with the company, service, or product, and resolving any issues that arise.
Sales / Business Development Representative	Generates new business by identifying potential clients, presenting the benefits of the company's products and services, and closing deals.
Marketing Specialist	Creates and implements marketing strategies to promote the company's products and services, generate leads, and build brand awareness.
Project Manager	Oversees the planning, execution, and completion of projects, coordinating resources and ensuring projects are delivered on time, within scope, and budget.
Business Analyst / Operations	Works to understand client needs and identify opportunities for improvement, often collaborating with technical teams to develop solutions and drive business growth.
Training Specialist	Develops and delivers training programs to both internal employees and clients, ensuring users can effectively utilize the company's products and services.
Automation Engineer	Develops and implements automation solutions to enhance efficiency and effectiveness within the MSP's service delivery framework. Requires a deep understanding of automation technologies and best practices, with responsibilities including the design, deployment, and maintenance of automation scripts and workflows.
Integration Specialist	Ensures the seamless integration of various IT systems and applications within the MSP's infrastructure. Involves analyzing system requirements, coordinating with different teams to facilitate smooth data exchange, and optimizing the overall IT ecosystem for enhanced operational efficiency.