Though it may seem like a “no-brainer,” you may be surprised how often we see Managed Service Providers gloss over the discovery phase of the hiring process, skipping right to creating a job description. My question to them is, how do you know you are hiring the right person for your MSP if you don’t even know what you’re looking for? The answer? Discovery.
What is Discovery?
Discovery involves a deep dive into all aspects of the role you’re hiring for. What does a day in the life of a person in this role look like? Not only are you looking to define the key areas of responsibility and what they will ultimately be accountable for, but also how a candidate will show themselves to be a great fit for your company’s culture.
One of the most enlightening exercises a hiring manager can do during this phase is to speak to someone who currently fills a role similar to what you are hiring for. This person will likely illuminate things that had not crossed your mind.
By thoroughly understanding the requirements and intricacies of a position during the discovery phase, you can set realistic expectations for both the employer and the employee. This clarity allows individuals to align their skills, experiences, and goals with the demands of the role, increasing their chances of success. By taking your time during discovery you are setting the stage for successful hiring and long-term retention within your MSP, thus saving time overall.
Discovery is the foundation of a great job description.
Here is an example of a job description for a Systems Admin where the hiring company rushed discovery:
Job Title: Systems Administrator
Job Summary: We are currently seeking a talented Systems Administrator to join our IT department. As a Systems Administrator, you will be responsible for the maintenance, configuration, and reliable operation of our organization’s computer systems and servers. You will collaborate with cross-functional teams to ensure the availability, security, and optimal performance of our systems. The ideal candidate has a strong technical background, excellent problem-solving skills, and a proactive approach to system administration.
Responsibilities:
- Install, configure, and maintain operating systems, applications, and system software across various platforms (Windows, Linux, etc.).
- Monitor system performance, troubleshoot issues, and implement necessary adjustments or fixes to ensure high availability and optimal performance.
- Perform system backups and recovery procedures regularly to safeguard data and minimize downtime in the event of system failures or disasters.
- Manage user accounts, permissions, and access rights to ensure data security and compliance with company policies.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., Microsoft Certified Systems Administrator (MCSA), Red Hat Certified Engineer (RHCE)) are a plus.
- Proven experience as a Systems Administrator or similar role, with a strong understanding of system administration best practices and procedures.
- Proficient in installing, configuring, and maintaining operating systems (e.g., Windows Server, Linux distributions).
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure) is preferred.
- Solid knowledge of networking principles, protocols, and technologies.
Join our team as a Systems Administrator and play a crucial role in ensuring the reliability, security, and performance of our computer systems. We offer a competitive salary, comprehensive benefits package, and a supportive work environment where you can grow your skills and advance your career. Apply today and become part of our innovative team!
While this job description is long and detailed it fails to capture anything about the company culture and what would make the person a good fit. Let’s take a look at how discovery can positively impact a job description. You’ll notice that it provides excellent insight into how the person can be successful.
**This is a work-from-home position with occasional travel to clients in North Chicago**
MSP Hire Inc. (www.msphire.com) is one of the leading managed IT and security providers in the North Chicago area. With two decades of experience, we have established a strong reputation among our local clientele. Our customers are loyal to us because we prioritize their needs! Our customer service approach is deliberately designed to be non-threatening ensuring that end-users feel supported rather than defensive. For example rather than saying “Oh, you deleted those files,” which can create barriers, we adopt a more constructive mindset by responding, “Those files were deleted? ok let’s see what we can do to get them back!” It is our company culture that sets us apart.
We are looking for an experienced IT Systems Administrator who will primarily be responsible in managing our clients systems and networks and occasionally take on tickets from our helpdesk. This person is expected to help on projects with minimal supervision from the engineer. We need someone who is a self-starter, who knows how to prioritize, and a learner who always wants to get better at their job. Most importantly, we are looking for someone energized by customer service, someone that thrives on helping others.
Qualifications:
- Associate’s degree required; Bachelor’s degree desired
- A+, Net+, Sec+ Certifications desired
Work Experience:
- IT Experience: 3 years required; 5 years desired
- MSP Experience: 1 year desired
Technical Requirements:
- Strong understanding and demonstrated business level support for Microsoft Office 365 and Windows AD user management
- Hardware, networking, and PC operating system troubleshooting skills
- Experience troubleshooting servers, firewalls, routers, switches at a high level
- Knowledge with networking principles, ability to create network diagrams and other internal use documentation
- Experience in network configuration
Preferred knowledge, skills, and competencies:
- Use of documentation platform
- Use of ticketing software
HR Information:
Salary: $70,000-$80,000, negotiable with experience
In coming blog posts we will explore how to create an effective job descriptions using the valuable insights gained from the discovery process.