Even with all the best tools, you can’t just bring in a random person (even one with a tech background), give them access to your platform, and expect them to be proficient in MSP. There’s a reason why, despite all the advancements in AI technology, MSPs are still not fully automated. One of these reasons is the necessity of adequate human input.
Humans, however, need onboarding in order to start working and adequate training to hone their skills. In other words, while hiring the right people for the job provides you with a head start, you need adequate MSP technician training practices in order to unleash your potential fully.
Still, what are these “best” practices? Let’s find out!
Prepare Proper Onboarding Resources for Your MSP Techs
Even if you hire someone with years of experience, they still need time to adjust to your company’s operations. Every MSP training course teaches the fundamentals, but each managed services provider has its own processes, tools, and expectations. A well-structured onboarding program ensures that even the most skilled technicians can integrate seamlessly into your workflow instead of spending weeks figuring things out on their own.
Onboarding isn’t just for new hires – it’s a universally valuable tool. Even experienced technicians need a refresher when switching companies, and a structured approach saves time for everyone involved. Managed service provider training isn’t just about technical skills; it’s also about understanding company culture, policies, and service standards. Having a standardized process in place prevents confusion and ensures consistency in the way technicians handle clients and internal tasks.
The best way to prepare onboarding materials is to aim for the lowest common denominator. Assume that new hires have basic technical knowledge but no familiarity with your specific tools and workflow. That way, you avoid gaps in their learning while keeping the content relevant. If technicians have prior knowledge, they can simply skim through what they already know and focus on the new materials.
Focus on Hands-On Training
According to specialists from a renowned MSP staffing company, theory is great, but no amount of reading or watching tutorials will turn a technician into a problem-solver. MSP technician training isn’t just about memorizing concepts but also about fixing real-time issues. If training is mainly theoretical, new hires will struggle when faced with actual client problems. The best approach is to get them working on tasks immediately, even in a controlled environment.
Simulated environments help technicians develop skills without the risk of breaking something important. They allow trainees to experiment, make mistakes, and learn from them without the pressure of an actual client breathing down their neck. This approach builds confidence and prepares them for troubleshooting in live scenarios. Moreover, simulations can include different managed services training challenges, from software glitches to cybersecurity incidents, ensuring well-rounded preparation.
Training should also include troubleshooting both common and rare MSP issues. The everyday problems (like password resets and software installation errors) are easy to prepare for, but what about unpredictable situations that throw even experienced technicians off? Teaching them how to think critically and diagnose unfamiliar problems is just as crucial. If they can learn the process of troubleshooting, they’ll be ready for anything.
Teach Proper Documentation Practices as Part of MSP Technician Training
Good documentation isn’t just about writing things down – it’s about ensuring the next technician can pick up where you left off without wasting time. One of the biggest mistakes in MSP technician training is overlooking documentation-keeping as an essential skill. When a technician takes clear, detailed notes, they reduce the chances of another team member having to redo work or troubleshoot from scratch. A well-documented ticket can mean the difference between a five-minute fix and a frustrating back-and-forth.
Professionals from an agency offering outsourced MSP staffing services claim that a standardized ticketing and reporting system helps keep things organized. If every technician documents issues differently, things can get messy fast. That’s why MSP training resources should include clear guidelines on how to log tickets, update client histories, and report incidents in a valuable and consistent way. A structured approach means that any technician (whether they worked on the original issue or not) can instantly step in and understand the situation.
Documentation isn’t just for internal use; it also helps with client communication. When clients request updates or need explanations about past work, having well-kept records saves time and frustration. Instead of relying on memory, technicians can quickly pull up relevant details and provide accurate answers. Detailed documentation can even help protect your company in case of disputes or misunderstandings.
Keep Techs and Clients Updated on Cybersecurity
MSPs are a prime target for cyberattacks, and that’s not changing anytime soon. Since technicians handle sensitive client data, weak security practices can lead to serious breaches. That’s why managed service provider training should include regular updates on cybersecurity best practices for both the technicians and the clients. Teaching technicians how to spot risks and respond appropriately isn’t just good practice – it’s an absolute necessity.
Protecting client data starts with understanding basic security protocols. Many breaches happen not because of advanced hacking techniques but due to simple human errors. In fact, roughly 65% of all breaches are caused by an internal factor. Weak passwords, unverified software downloads, and ignoring security warnings can all lead to significant vulnerabilities. A comprehensive MSP training course should cover everything from multi-factor authentication to proper password management to ensure that technicians don’t become the weakest link in the security chain.
Recognizing phishing attempts and social engineering attacks is another essential skill. Cybercriminals have gotten incredibly sophisticated at tricking employees into revealing sensitive information. Without proper training, even experienced technicians can fall for these schemes. Teaching staff how to verify requests, identify suspicious emails, and follow security protocols can prevent constant mistakes before they happen.
Train MSP Technicians for Effective Customer Communication
Technical skills are important, but clients will struggle if a technician can’t explain issues to a non-technical client. Clients don’t care about the inner workings of their IT infrastructure—they just want to know what’s wrong and how it’s being fixed. That’s why MSP technician training should include clear, effective communication strategies. Teaching technicians how to break down complex topics in simple terms prevents frustration on both ends.
Good communication builds trust. Clients feel reassured when a technician takes the time to explain what’s happening rather than just diving into a fix without a word. When technicians stay silent or use too much jargon, clients assume the worst. Training should emphasize the importance of keeping clients informed, even if that means giving a quick update like, “I’m running some tests now, I’ll update you in a few minutes.”
Managing high-stress situations is another key part of managed services training. Some clients will be panicked, impatient, or outright frustrated – especially if their business is down because of an IT issue. A well-trained technician knows how to remain calm, acknowledge the frustration, and guide the conversation toward solutions. Even a simple “I understand this is urgent, and I’m working as quickly as possible” can go a long way in defusing tension.
Wrap-Up on MSP Technician Training
Even the most skilled technicians won’t succeed without the proper MSP technician training practices. These training courses should cover everything from troubleshooting and cybersecurity to documentation and client communication. Moreover, training isn’t just a one-time event – it’s an ongoing process. The best managed service provider training programs ensure that technicians keep learning, adapting, and improving over time.
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