MSP Documentation Specialist

About the Role

We are seeking an experienced to support our Integration and Service Operations teams.

The primary responsibility of this role is to review, validate, standardize, and improve technical documentation across MSP and client environments. You will work closely with our internal teams to ensure that documentation, asset records, network diagrams, vendor information, and operational procedures are accurate, complete, and aligned with established standards.

This role is ideal for a former MSP Systems Administrator, Senior Engineer, Service Manager, or Technical Consultant who enjoys technical discovery, documentation, process improvement, and identifying operational gaps.

Key Responsibilities

• Review existing MSP and client documentation for completeness, accuracy, and consistency.
• Conduct interviews with technical staff, engineers, and key stakeholders to gather missing information.
• Audit and validate Microsoft 365, Azure, networking, security, backup, and endpoint management environments.
• Update and standardize documentation using established SOPs, templates, and documentation standards.
• Create and update network diagrams, asset inventories, vendor and licensing records, credential and access records, system documentation, and operational procedures.
• Identify documentation gaps, technical debt, security concerns, and operational risks.
• Validate that documented environments accurately reflect the actual technical environment.
• Organize and consolidate information from multiple sources into standardized documentation.
• Prepare final documentation packages and handoff materials for Service Operations teams.
• Participate in integration meetings, discovery sessions, and status updates as needed.
• Collaborate with Integration and Service Operations teams to ensure accurate and consistent technical information.
• Recommend improvements to documentation processes, standards, and operational procedures.

Required Qualifications & Experience

• 2+ years of experience working within a Managed Service Provider (MSP) environment.
• Previous experience as an MSP Systems Administrator, Systems Engineer, Senior Engineer, Service Manager, Technical Consultant, or similar role.
• Strong working knowledge of Microsoft 365 and Azure environments.
• Solid understanding of networking and common MSP network architectures.
• Experience documenting systems, networks, applications, and operational procedures.
• Experience with endpoint management, security, backup, and other common MSP technologies.
• Ability to review technical environments and identify missing, outdated, or inaccurate documentation.
• Strong written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• Ability to work independently with minimal supervision.
• Comfortable conducting technical interviews and asking questions to uncover missing information.
• Ability to manage multiple documentation tasks and priorities effectively.

Preferred Qualifications

• Experience supporting MSP mergers, acquisitions, or integration projects.
• Experience creating network diagrams using Visio, Lucidchart, or similar tools.
• Familiarity with common MSP documentation platforms and PSA/RMM tools.
• Experience with ConnectWise, Datto, Autotask, NinjaOne, Kaseya, or similar MSP platforms.
• Understanding of cybersecurity best practices and common MSP security controls.
• Experience developing SOPs, runbooks, and operational handoff documentation.
• Familiarity with backup and disaster recovery environments.

What Success Looks Like

Success in this role means ensuring that MSP and client environments have accurate, complete, standardized, and operationally useful documentation that can be confidently used by the Service Operations team.

The ideal candidate will go beyond simply updating documents. You should be able to understand the technical environment, ask the right questions, identify gaps and risks, and translate your findings into clear, actionable documentation.