MSP Technical Writer - Red Cup IT, Inc.

MSP Technical Writer Job Outline

We are looking for an MSP Technical Writer who plays a crucial role in creating clear, accurate, and professional documentation that supports the technical staff and clients to join our RCIT Team. This role involves translating complex technical information into user-friendly manuals, procedures, and guides. Given the ever-evolving nature of technology, an MSP Technical Writer must continuously adapt to new tools and technologies, ensuring that all documentation is current and relevant.

Key Responsibilities:

• Create, maintain, and update documentation, including but not limited to technical guides, user manuals, SOPs (Standard Operating Procedures), system documentation, and help files. This encompasses all the services and technologies offered by the MSP.
• Develop a strong understanding of the MSP's products, services, and technology solutions. This involves collaborating with technical staff to gather information on system operations, work processes, and workflow.
• Ensure technical veracity and adherence to documentation standards. Review and edit technical documents for clarity, grammar, spelling, and formatting.
• Produce client-facing documentation that helps users understand and utilize various services or products. This may include FAQs, troubleshooting guides, and how-to documents.
• Work with the training department to develop materials for internal and external training sessions, including slide decks, training manuals, and e-learning content.
• Work closely with IT professionals, project managers, engineers, and support teams to ensure accurate and effective documentation.
• Manage updates and revisions to technical literature, keeping a clear record of all changes and versions.
• Utilize a range of documentation tools, software, and platforms to create and manage documents (e.g., Microsoft Office, Adobe Suite, Confluence, Git)

Required Skills and Qualifications:

• A bachelor's degree in Technical Communication, English, Computer Science, or a related field is preferred.
• Proven experience as a Technical Writer in the IT or related sector. Experience with MSP-specific tools and environments is highly advantageous.
• Ability to understand and document complex technical information. Knowledge of IT terminology, processes, and the MSP business model.
• Exceptional writing, editing, and proofreading skills, with the ability to produce clear and concise documentation.
• Strong ability to research and organize information from multiple sources.
• Excellent communication skills with the ability to interact with both technical and non-technical staff.
• Ability to manage multiple projects simultaneously, with a keen attention to detail and deadlines.

Desirable Skills:

• Knowledge of programming languages (e.g., Python, JavaScript) or scripting for automation of documentation tasks.
• Experience with document management systems and version control tools.
• Certifications in technical writing, project management, or relevant technical fields.