{"id":836216,"url":"https://alion.io/job/calltekinc-msp-trainer","title":"MSP Trainer","company":{"id":688934,"name":"CallTek Inc.","domain":"calltekinc.com","url":"https://alion.io/company/calltekinc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["General Santos, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-09-29T02:11:54Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":55},"description":"The MSP Trainer is responsible for designing, delivering, and continuously improving technical, operational, and security training programs within a 24/7 Managed Services Provider (MSP) environment. This role ensures that technicians and client-facing teams are effectively onboarded, consistently follow standardized processes, and remain current on tools, industry trends, security requirements, and account-specific needs.\nThe ideal candidate combines hands-on MSP experience, strong instructional design and facilitation skills, operational awareness, and the flexibility to remain actively engaged with live support environments when needed.\nKey Responsibilities:\nTraining Strategy & Program Development\nDesign, implement, and maintain role-based training programs for Service Desk, NOC, Projects, and Client Success teams.\nDevelop structured onboarding curricula covering technical foundations, MSP tools, cybersecurity practices, and service delivery standards. \nApply adult learning principles (e.g., ADDIE, Bloom’s Taxonomy) to create effective instructor-led, virtual, and self-paced learning experiences. \nTechnical & Tool Enablement\nDeliver training on PSA and RMM platforms, including ticket lifecycle management, SLAs, escalations, workflows, dashboards, and reporting. \nConduct Microsoft 365 training sessions, covering administration fundamentals and adoption best practices for Teams, SharePoint, Exchange Online, OneDrive, and Intune (baseline). \nSupport cybersecurity awareness initiatives, including phishing prevention, MFA adoption, secure data handling, and secure collaboration best practices.\nInstruction & Facilitation\nFacilitate live, virtual, and in-person training sessions, workshops, hands-on labs, and assessments. \nAdapt facilitation style for both technical and non-technical audiences, including engineers, leadership, and SMB end users. \nReinforce standard operating procedures (SOPs) and service delivery best practices through coaching and follow-up.\nDocumentation & Knowledge Management\nCreate, maintain, and regularly update SOPs, runbooks, knowledge base articles, quick-start guides, and training materials. \nOwn the MSP knowledge base to ensure content remains accurate, current, and aligned with active tools, services, and account requirements. \nProactively update documentation and training materials in response to product changes, new service offerings, account updates, or industry changes. \nLearning Management & Reporting\nAdminister the Learning Management System (LMS), including course creation, enrollments, completion tracking, and reporting. \nDefine and track training effectiveness using KPIs such as onboarding ramp time, FCR, CSAT, MTTR, backlog reduction, and certification completion rates. \nProvide regular training performance reports and insights to leadership and operational stakeholders. \nCross-Functional Coordination & Communication\nCoordinate closely with HR, Recruitment, Workforce Management, Quality Assurance, and Operations to align training delivery with hiring plans, workforce readiness, and operational goals. \nProvide timely and accurate updates on trainee progress, including onboarding completion, milestone achievements, assessment results, and certifications earned. \nCommunicate training outcomes that may impact employee compensation, readiness status, role eligibility, or advancement. \nContinuous Learning & Operational Immersion\nWhen no formal training sessions are scheduled, proactively develop and update assessments, skills checks, and training content to remain fully aligned with account requirements. \nDesign, distribute, and track bi-monthly (twice-monthly) quizzes for MSP teams to reinforce awareness of: Industry trends and security updates, Company tools, services, and policies, Account-specific workflows and requirements\nIn cases of new products, technologies, or service offerings, actively immerse in operations by taking calls or working tickets as needed to fully understand real-world support challenges and account needs. \nUse operational exposure to continuously refine and improve training programs. \nSchedule, Travel & Work Location Requirements\nMust be flexible to work any shift, including nights, weekends, and holidays, in support of a 24/7 service delivery model. \nSchedule may vary based on training demands, business needs, and account coverage.\nMust be willing to report on-site to company offices or client locations to conduct in-person trainings, onboarding sessions, and workshops. \nMust be willing and able to travel as needed to support training initiatives at other locations. \nAdaptability and flexibility are essential for success in this role.\nRequirements\n3+ years of experience in an MSP or IT services environment (Service Desk, NOC, Projects, or Client Success). \nProven experience delivering training using adult learning principles.\nHands-on experience with PSA and RMM platforms (e.g., ConnectWise, Kaseya, NinjaOne, Datto, N-able). \nFoundational Microsoft 365 administration experience (Teams, SharePoint, Exchange Online, OneDrive, Intune).\nExperience supporting or delivering cybersecurity awareness training.\nStrong technical documentation and content development skills. \nExcellent verbal and written communication skills.\nData-driven mindset with experience measuring training effectiveness. \nExperience managing or administering an LMS. \nPreferred (Nice-to-Haves)\nCertifications such as Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, or Microsoft 365 certifications. \nExperience across multiple PSA/RMM platforms.\nPowerShell scripting experience for demos or lab environments. \nFamiliarity with Intune compliance policies and baselines. \nExperience with eLearning development tools (Articulate Storyline, Camtasia, Adobe Captivate). \nExperience building client-facing adoption programs or internal train-the-trainer initiatives.","description_format":"text","description_chars":5896,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-12T19:11:28Z"}],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.468,"p_room":0.45,"age_days":54,"expected_fill_days":30,"reasons":["conf:4","velocity","win:tail"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/calltekinc-msp-trainer","json_url":"https://alion.io/job/calltekinc-msp-trainer.json","meta":{"generated_at":"2026-09-29T03:42:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3449,"day_limit":5000,"remaining_today":1551,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}