Industry Roles & Responsibilities

Technical Roles Inside MSPs

Help Desk Technician

Help desk technicians provide first-level technical support to clients, resolving basic issues and escalating more complex problems to higher-level technicians.

On-site Engineer

On-site engineers are responsible for providing hands-on support at client locations. They address technical issues that cannot be resolved remotely and may also perform installations, hardware maintenance, and infrastructure upgrades.

Network Administrator

Network administrators are responsible for maintaining the MSP's internal network infrastructure and ensuring that client networks are stable, secure, and optimized for performance.

Systems Administrator

Systems administrators manage and maintain clients' servers, storage systems, and applications, ensuring optimal performance, reliability, and security.

Security Specialist

Security specialists focus on protecting MSPs and their clients from cyber threats by implementing security measures, monitoring for potential breaches, and responding to incidents.

Cloud Specialist

Cloud specialists help MSP clients migrate to, manage, and optimize their cloud-based infrastructure, leveraging public, private, or hybrid cloud environments.

Virtualization Specialist

Virtualization specialists design, implement, and manage virtualized environments for clients, optimizing resource usage, performance, and scalability.

IT Consultant

IT consultants work with clients to assess their technology needs, develop strategies, and recommend solutions to improve efficiency, productivity, and security.

Technical Roles Inside Vendors

Product Manager

Product managers are responsible for guiding the development of products and services, working closely with development teams and stakeholders to define requirements and prioritize features.

Software Developer/Engineer

Software developers/engineers design, develop, test, and maintain software applications and systems, ensuring they meet the needs of customers and adhere to quality standards.

Quality Assurance (QA) Engineer

QA engineers are responsible for testing products and services, identifying and reporting defects, and ensuring that they meet quality standards and customer requirements.

DevOps Engineer

DevOps engineers work to improve the collaboration between development and operations teams, streamlining the software development lifecycle and automating processes for efficiency and consistency.

Solution Architect

Solution architects design and oversee the implementation of complex technology solutions, ensuring they meet the needs of customers and align with the vendor's product offerings.

Technical Support Engineer

Technical support engineers provide assistance to customers experiencing issues with the vendor's products or services, working to diagnose and resolve problems as efficiently as possible.

Sales Engineer

Sales engineers work 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

Account Manager / Customer Success Manager

Account managers and/or Customer Success Managers are responsible for maintaining relationships with clients, ensuring their needs are met and working to upsell additional services or products. They're focused on ensuring clients have a positive experience with the company, service or product, and resolving any issues that arise.

Sales / Business Development Representative

Sales & business development representatives work to generate new business by identifying potential clients, presenting the benefits of the company's products and services, and closing deals.

Marketing Specialist

Marketing specialists create and implement marketing strategies to promote the company's products and services, generate leads, and build brand awareness.

Project Manager

Project managers oversee the planning, execution, and completion of projects, coordinating resources and ensuring projects are delivered on time, within scope, and budget.

Business Analyst / Operations

Business analysts work to understand client needs and identify opportunities for improvement, often collaborating with technical teams to develop solutions and drive business growth.

Training Specialist

Training specialists develop and deliver training programs to both internal employees and clients, ensuring users can effectively utilize the company's products and services.

Automation Engineer

Focuses on developing and implementing automation solutions to enhance efficiency and effectiveness within the MSP's service delivery framework. This role 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

Responsible for ensuring the seamless integration of various IT systems and applications within the MSP's infrastructure. This role involves analyzing system requirements, coordinating with different teams to facilitate smooth data exchange, and optimizing the overall IT ecosystem for enhanced operational efficiency.

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The MSP KB is an open source resource by Ashley Cooper and Kelvin Tegelaar