# MSP Trainer > CallTek · Cebu City, Philippines · Full-time · Posted 2026-08-05 **Workplace:** on_site ## 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. The 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. Key Responsibilities: Training Strategy & Program Development - Design, implement, and maintain role-based training programs for Service Desk, NOC, Projects, and Client Success teams. - Develop structured onboarding curricula covering technical foundations, MSP tools, cybersecurity practices, and service delivery standards. - Apply adult learning principles (e.g., ADDIE, Bloom’s Taxonomy) to create effective instructor-led, virtual, and self-paced learning experiences. Technical & Tool Enablement - Deliver training on PSA and RMM platforms, including ticket lifecycle management, SLAs, escalations, workflows, dashboards, and reporting. - Conduct Microsoft 365 training sessions, covering administration fundamentals and adoption best practices for Teams, SharePoint, Exchange Online, OneDrive, and Intune (baseline). - Support cybersecurity awareness initiatives, including phishing prevention, MFA adoption, secure data handling, and secure collaboration best practices. Instruction & Facilitation - Facilitate live, virtual, and in-person training sessions, workshops, hands-on labs, and assessments. - Adapt facilitation style for both technical and non-technical audiences, including engineers, leadership, and SMB end users. - Reinforce standard operating procedures (SOPs) and service delivery best practices through coaching and follow-up. Documentation & Knowledge Management - Create, maintain, and regularly update SOPs, runbooks, knowledge base articles, quick-start guides, and training materials. - Own the MSP knowledge base to ensure content remains accurate, current, and aligned with active tools, services, and account requirements. - Proactively update documentation and training materials in response to product changes, new service offerings, account updates, or industry changes. Learning Management & Reporting - Administer the Learning Management System (LMS), including course creation, enrollments, completion tracking, and reporting. - Define and track training effectiveness using KPIs such as onboarding ramp time, FCR, CSAT, MTTR, backlog reduction, and certification completion rates. - Provide regular training performance reports and insights to leadership and operational stakeholders. Cross-Functional Coordination & Communication - Coordinate closely with HR, Recruitment, Workforce Management, Quality Assurance, and Operations to align training delivery with hiring plans, workforce readiness, and operational goals. - Provide timely and accurate updates on trainee progress, including onboarding completion, milestone achievements, assessment results, and certifications earned. - Communicate training outcomes that may impact employee compensation, readiness status, role eligibility, or advancement. Continuous Learning & Operational Immersion - When no formal training sessions are scheduled, proactively develop and update assessments, skills checks, and training content to remain fully aligned with account requirements. - Design, 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 - In 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. - Use operational exposure to continuously refine and improve training programs. Schedule, Travel & Work Location Requirements - Must be flexible to work any shift, including nights, weekends, and holidays, in support of a 24/7 service delivery model. - Schedule may vary based on training demands, business needs, and account coverage. - Must be willing to report on-site to company offices or client locations to conduct in-person trainings, onboarding sessions, and workshops. - Must be willing and able to travel as needed to support training initiatives at other locations. - Adaptability and flexibility are essential for success in this role. ## Requirements - 3+ years of experience in an MSP or IT services environment (Service Desk, NOC, Projects, or Client Success). - Proven experience delivering training using adult learning principles.\\ - Hands-on experience with PSA and RMM platforms (e.g., ConnectWise, Kaseya, NinjaOne, Datto, N-able). - Foundational Microsoft 365 administration experience (Teams, SharePoint, Exchange Online, OneDrive, Intune). - Experience supporting or delivering cybersecurity awareness training. - Strong technical documentation and content development skills. - Excellent verbal and written communication skills. - Data-driven mindset with experience measuring training effectiveness. - Experience managing or administering an LMS. Preferred (Nice-to-Haves) - Certifications such as Microsoft Certified Trainer (MCT), ITIL Foundation, CompTIA A+/N+/S+, or Microsoft 365 certifications. - Experience across multiple PSA/RMM platforms. - PowerShell scripting experience for demos or lab environments. - Familiarity with Intune compliance policies and baselines. - Experience with eLearning development tools (Articulate Storyline, Camtasia, Adobe Captivate). - Experience building client-facing adoption programs or internal train-the-trainer initiatives. ## Apply [Apply at CallTek](https://apply.workable.com/staff4me/j/D36FF9C4DB/apply) --- Powered by [Workable](https://www.workable.com)