ScaledTechnical Talent for MSPs
Roles we fill

Technical talent for every seat in your MSP.

Every role is a full-time team member dedicated to your MSP, working your hours, and vetted the same way before you ever meet them.

L2 TechsL3 TechsHelp Desk TechniciansSystems EngineersProject EngineersNOC EngineersTechnical Account ManagersService Coordinators & DispatchersAutomation & AI Engineers

L2 Techs

End-user support done right: desktops, laptops, printers, and Microsoft 365. Experienced L2s can also fix server-side issues that affect individual users or machines.

Levels
Mid-level L2End-user, desktop, laptop, and printer support, plus Microsoft 365.
High L2Everything a mid-level L2 does, plus server-related issues for individual users and machines, like DNS, DHCP, or file share permissions. Company-wide server issues go to an L3.
Typical skills & tools
Windows & macOSMicrosoft 365Printers & peripheralsActive Directory usersDNS & DHCPFile share permissionsPSA ticketing
A good fit when

Your team is buried in end-user tickets, and you need someone who can own them from start to finish.

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L3 Techs

Your escalation path. L3s take the tickets your L2s can’t close, troubleshoot servers, and handle advanced Microsoft 365 work, up to the issues that affect an entire company.

Levels
Low L3The escalation path for your L2s: basic server troubleshooting and more advanced Microsoft 365.
Mid-level L3Your highest escalation point: advanced server issues, advanced Microsoft 365, and company-wide problems.
High L3Our most senior engineers. See Systems Engineers →
Typical skills & tools
Windows ServerActive Directory & Group PolicyAdvanced Microsoft 365Entra IDNetworking & firewallsVirtualizationBackup & DR
A good fit when

Escalations are piling up on your senior engineers, or you’re still the one fixing the hardest tickets.

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Help Desk Technicians

Your front line. They answer calls and tickets, handle password resets, user setups, and everyday issues, and keep your clients’ end users happy.

Typical skills & tools
PSA ticketingMicrosoft 365 adminWindows & macOS supportRemote support toolsClient communication
A good fit when

Response times are slipping, and your higher-level techs are stuck on routine requests.

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Systems Engineers

Design, maintain, and improve client infrastructure: servers, cloud tenants, identity, and security baselines.

Level
High L3Our most senior engineers. Beyond handling escalations, they own the design and standards of your clients’ infrastructure.
Typical skills & tools
AzureMicrosoft 365 & IntuneVMware / Hyper-VWindows ServerFirewalls & VPNPowerShell
A good fit when

You need someone to own infrastructure standards across your clients, not just react to tickets.

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Project Engineers

Run migrations, rollouts, and new-client onboarding from plan to finish, so projects stop competing with day-to-day support.

Typical skills & tools
Cloud & M365 migrationsServer & network deploymentsClient onboardingDocumentationProject scoping
A good fit when

Projects keep slipping because your engineers get pulled back into daily support.

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NOC Engineers

Watch alerts, patching, and backups across your client base, and fix issues before your clients notice them.

Typical skills & tools
RMM monitoringPatch managementBackup monitoringAlert triageNetworking
A good fit when

Alerts are noisy, patches fall behind, or nobody clearly owns backup checks.

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Technical Account Managers

Keep clients aligned with your standards through technology reviews, roadmaps, and recommendations that drive projects and retention.

Typical skills & tools
Technology alignment reviewsQBR preparationStandards & documentationClient communicationProject recommendations
A good fit when

You or your service manager still run every client review, or alignment work keeps getting skipped.

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Service Coordinators & Dispatchers

Triage and route tickets, manage schedules, and keep SLAs on track, so your techs can stay focused on fixing problems.

Typical skills & tools
PSA ticket workflowsScheduling & dispatchSLA trackingClient communication
A good fit when

Your techs spend their day triaging and scheduling instead of solving problems.

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Automation & AI Engineers

Script repetitive work, build workflows between your tools, and help you put AI to work inside your MSP.

Typical skills & tools
PowerShellPythonPower AutomateAPI integrationsAI tooling
A good fit when

You know there are hours of manual work to automate, but nobody has time to build it.

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Every candidate goes through the same seven steps before they’re presented to you.

If we wouldn’t hire them for our own MSP, we won’t present them to you.

  1. 01Initial interviewA first conversation about their experience and how they communicate.
  2. 02Online testingOnline assessments of their technical knowledge.
  3. 03Live proctored technical testHands-on troubleshooting, observed live by our team.
  4. 04Cultural interviewMaking sure they fit MSP work and client-facing service.
  5. 05Final interview with a co-founderMichael or Jason personally interviews every candidate.
  6. 06Background checkCompleted before you ever meet them.
  7. 07Reference checksConversations with past employers about their work.
More about our vetting process →

Not sure which role you need?

Tell us where your team is stretched. We’ve run MSPs ourselves, and we’ll help you figure out which seat to fill first.

Talk It Through with Us