MSP ✦ Documentation ✦ Dedicated
Documentation
specialist
Runbooks written, client environments documented, diagrams kept current and knowledge extracted from your engineers' heads — the single thing standing between your MSP and its next ten clients.
Looking for this kind of work yourself? Apply at staffingsolutions.ph — this page is written for businesses hiring.
$14/hrFrom, + GST · full-time
Up to 70%Vs. a local hire
RunbooksWritten, then kept current
~2 wksBrief → first day
MSPs scale on documentation, and it never gets written
Every MSP owner knows the constraint and can name it precisely: too much of the environment lives in one or two engineers' heads. Onboarding a new engineer takes months. Holidays are stressful. A resignation is a genuine business risk.
Documentation is the fix and it never happens, because the person who could write it is billable and documentation is not. It is always next month.
A documentation specialist is the answer specifically because they are not billable. Their entire job is extracting what your engineers know and turning it into something a new starter could follow — and unlike your engineers, they will actually do it.
What they produce
- Runbooks — Step-by-step procedures for recurring tasks, written from engineer walkthroughs and tested by someone who was not there — which is what makes them actually usable.
- Client environment documentation — Per-client notes: infrastructure, identity, applications, integrations, quirks, and the thing that always breaks.
- Network and system diagrams — Diagrams built and kept current as environments change, rather than drawn once at onboarding and never touched.
- Standard operating procedures — Your internal processes — onboarding, offboarding, escalation, change — written down and versioned.
- Knowledge base articles — Client-facing and internal articles for the questions that recur, so the same answer is not retyped weekly.
- Documentation audits — Gaps identified against your client list, so you know what is undocumented before a resignation tells you.
- Onboarding packs — New-client and new-engineer packs assembled from the documentation set.
- Change log upkeep — Environment changes captured as they happen, so documentation stops drifting from reality.
Where the line sits
Writing and structuring travel. Technical decisions and production access do not.
- Technical decisionsWhat the architecture should be, or how something should be configured, is your engineers' call. They document it.
- Production accessDocumentation rarely needs write access. Scope to read-only where your tooling allows.
- Credential storageDocumenting that a credential exists is different from holding it. Password vault access should be scoped tightly or excluded.
- Client-facing technical adviceKnowledge base articles are reviewed by an engineer before publication.
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Questions
Frequently asked
How do they document things they cannot see?
Structured extraction from your engineers — a recorded walkthrough, a screen share, a set of questions — then a written draft the engineer corrects. The correction is the fastest part, and it is far less effort than writing from scratch, which is why it actually gets done.
Will the documentation be any good?
Better than most internal documentation, for a counterintuitive reason: someone who does not already know the environment writes the steps a newcomer actually needs. Your engineers skip those steps because they are obvious to them.
Where should they start?
Your highest-risk client — the one where knowledge sits with a single engineer. Not your biggest client, and not alphabetically. Documenting the concentration risk first is the whole point of the role.
How much does it cost?
From $14/hr + GST full-time — up to 70% less than a local hire, with no placement fee. Run your numbers →
Full-time, part-time or fewer hours?
Forty hours a week is our standard engagement and twenty is common. Below that we look at fifteen, ten or even five hours to get a role started, priced accordingly — a smaller engagement costs a little more per hour because the recruiting and management effort is the same. Plenty of clients begin at ten hours and grow the role once they see what comes off their desk.
Is there a minimum term?
Three months, then month to month. It's the same runway you'd give a new local hire to learn your systems, your clients and your standards — and the team members who get a fair run are the ones who stay for years. There are no exit penalties at any point, and if the issue is the person rather than the role, the first-week refund and free replacement cover that separately.
How do you handle confidentiality?
The same way you'd treat any remote team member. Every placement signs an NDA and a confidentiality clause before day one, and they work inside your systems — your email, your CRM, your file storage — so you control what they can see and can revoke access instantly. No client data is stored on our side.