A Managed Service Provider (MSP) is a company that remotely manages a customer’s IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model. MSPs serve to offload the IT operations of businesses, allowing them to focus on their core competencies while ensuring their technological needs are up-to-date and operating efficiently. This enhances productivity and reduces overall IT costs.
My History
I’ve worked for two different MSP companies in my life. I also ran a computer support business before they started calling themselves MSPs. Back when I ran it, they were just called computer repair companies. I do agree that MSP sounds much better!
I ran my own computer business for eleven years and made just enough to keep me fed and put a roof over my head after taxes, of course. Most of my clients were simple help desk requests with the occasional server work or internet outage. Ransomware, SIEMs, EDRs, MDRs and all the other acronyms weren’t so popular back then. My first experience with working for an MSP after I sold my business was a miserable one. It was micromanaged by individuals who also didn’t want to hear anything you had to say. After my brief stay at that company, I worked as an IT director for a small company. I decided I no longer liked being the ‘one guy’ who did it all and was convinced to go and work for another MSP that promised to be different.
That brings us to present day. I wanted to set some history before diving into what to expect from working for an MSP. I wanted you to know that it can be great and it can be horrible. But that’s more dependent on the person running it rather than the kind of work you’ll be doing. After this article, I encourage you to ask any questions you’d like!
Common questions
I’m just getting start, but I have a passion for IT! The help desk is a great place to start. This will not only teach you about the technical part, but also how to talk to people and speak their language. This isn’t a skill that’s always learnable, but you will find out here if you like talking to people or not. If you don’t, please don’t let that discourage you! There are many fields of IT that don’t require talking to people.
I know computers and have done support! Lucky you! Sometimes you will still end up doing help desk, but if you’re persistent you can end up specializing in servers, networking, or maybe cybersecurity. The one amazing thing about working for an MSP is that you’ll be exposed to so much about IT and you’ll be able to find out what you like and what you don’t like.
What do I need to know? Which software should I familiarize myself with? Excellent questions! As you venture into the MSP world, you’ll be encountering a plethora of software. Some of these may be open-source platforms like Linux or MySQL, others could be commercial software such as Microsoft Office Suite or Adobe Creative Cloud. You might come across industry heavyweights like SAP or Oracle, or encounter innovative solutions from dynamic startups. Each MSP has its unique tech stack depending on the clients they serve, but the beauty of working for an MSP is that you’ll gain exposure to a wide array of these tools, sharpening your skills and expanding your proficiency in the process.
What about hardware? Same story! I’ve worked for MSPs that loved only one brand and refused to look at any other manufacturers. Then my most recent MSP has always kept their options open and looked at the hardware that provides the best value. Depending on the MSP, you may not work with the highest-level enterprise switch or router, but you’ll learn the basics that can be applied to almost any manufacturer.
How is it working with other IT people? This is another part of MSPs that is amazing and random. I’ve worked with IT people that are miserable sacks and some that I can honestly say have become more than just work friends. You will find that the people you’re working with most likely have a lot in common with you and can be a great asset. If they’re anything like the people I’ve worked with, they will help you when you need it and always be happy to answer questions or be a second set of eyes.
Is it all sunshine and rainbows!?
Honesty time! No. Sometimes it’s annoying if you must work with someone who blames you for not being able to fix their issues. Clients can be annoying sometimes, but you’ll find that no matter where you work if it’s interfacing with the public. There are companies out there that have crappy managers that micromanage everything you do, but again you could easily find that anywhere.
One thing you may notice is that sometimes you may want to expand your knowledge but your company might not be willing to invest money into your education. There’s a reason for that; MSPs can have a high turnover rate since other companies know that MSP employees are usually very apt at taking care of a variety of issues and aren’t usually paid what bigger companies can afford. Some MSPs might not want to lose you and decide that if they can keep you where you are, you might not leave. This hardly ever works, but it’s something I’ve seen.
Pay is sometimes an issue too. The MSP can’t always afford to pay you high or even competitive rates. This could be because the owner wants to keep all the money for himself or that the MSP isn’t making the money it needs to cover everything. Even if you do start making a good rate, don’t expect your pay to go too high. Connectwise has written a good article about why it’s so hard for MSPs to find people and why they can’t keep them:
Should I work for an MSP? I think so! I think they can be a great stepping stone or even a place to stay if you’re happy with the way it’s run and there’s potential for you to move up. Just realize that most MSPs don’t have much potential for you to move up. Many of them have the structure:
IT -> Manager -> VP -> President
Sure, there’s many exceptions to that rule, but that’s mainly what I’ve found working at small-town MSPs.
Conclusion
All that being said, I still think that you’re going to learn so much working for an MSP. If you learn by doing, then this is the place to be! You will learn… You will learn fast… And you will learn many different topics. Whether it’s fixing a printer, setting up a SQL server or fixing a DNS issue (it’s always DNS), you will be exposed to a little bit of everything. All jobs teach you something, so keep your eyes and ears open. Always be ready to learn!
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