[Hiring] Senior MSP Technical Operations Engineer @Kore RPO

Role Description

Practice IT is seeking a highly capable Senior MSP Technical Operations Engineer to join the team on a contract-to-hire basis. This individual will initially focus on understanding the existing technical environment, workflows, tools, and service delivery processes, while identifying operational gaps and opportunities to improve efficiency, documentation, redundancy, and escalation processes.

During the first 1–2 months, the successful candidate will conduct a deep assessment of current technical operations, document critical workflows, identify single points of failure, develop and improve SOPs, and establish scalable processes. Over time, this person will become a key technical partner to leadership and support the next phase of organizational growth and restructuring.

Key Responsibilities

• Learn and understand Practice IT’s existing technical environment, workflows, systems, tools, and service delivery processes.
• Assess current IT operations and identify inefficiencies, process gaps, technical risks, and single points of failure.
• Document technical workflows, procedures, configurations, and operational knowledge.
• Create, standardize, and maintain detailed SOPs, runbooks, and technical documentation.
• Identify opportunities to improve service delivery, technical support, escalation processes, and operational consistency.
• Develop processes and redundancies that reduce dependency on individual team members.
• Review and improve escalation procedures to ensure issues are routed and resolved efficiently.
• Help establish scalable technical processes that can support future team growth.
• Work closely with leadership to understand operational challenges and recommend practical solutions.
• Support technical troubleshooting and escalation when required.
• Review existing tools and workflows and identify opportunities for better utilization and automation.
• Establish clear ownership, accountability, and documentation around recurring technical processes.
• Assist with onboarding and knowledge transfer as the technical organization grows.
• Serve as a trusted technical resource to leadership and help drive operational improvements.
• Over time, take increasing ownership of technical operations and support organizational restructuring and team scalability.

Qualifications

• 5+ years of experience in IT infrastructure, systems administration, technical operations, or a similar role.
• Strong experience working within an MSP / Managed Service Provider environment.
• Hands-on experience supporting multiple clients, environments, or distributed IT infrastructures.
• Experience with NinjaOne / NinjaRMM, Huntress, IT Glue, and ConnectWise.
• Strong understanding of IT service management, ticketing, escalation, and service delivery processes.
• Demonstrated experience creating technical documentation, SOPs, runbooks, and process documentation.
• Strong troubleshooting and problem-solving skills.
• Experience identifying operational risks and eliminating single points of failure.
• Ability to independently assess an environment and recommend improvements.
• Strong written and verbal English communication skills.
• Ability to work independently in a remote, distributed environment.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience leading or mentoring MSP technical teams.
• Experience designing or improving MSP service delivery processes.
• Experience with automation and workflow optimization.
• Experience establishing technical standards and documentation frameworks.
• Experience supporting organizational restructuring or scaling technical teams.
• ITIL, Microsoft, CompTIA, or relevant technical certifications.
• Previous experience supporting rapidly growing MSP organizations.

Ideal Candidate

The ideal candidate is more than a strong technician. They are an MSP technical operator and problem solver who can enter an unfamiliar environment, understand how the organization operates, identify what is broken or overly dependent on individuals, document it, and build a better system.

They should be comfortable moving between hands-on technical work, process improvement, documentation, escalation management, and collaboration with leadership. The long-term opportunity is for this person to become a trusted technical partner to leadership and help build a more scalable and resilient technical organization.

Technology Environment

• NinjaOne / NinjaRMM
• Huntress
• IT Glue / ITGlue
• ConnectWise

Location & Work Arrangement

• Fully remote position outside the United States.
• Candidates based in the Philippines are strongly preferred due to the company’s previous experience scaling teams there.
• Candidates based in India or China will not be considered.
• Must be able to collaborate effectively with the existing U.S.-based team and support required business hours.