The Quality Assurance (QA) Analyst plays a key role in ensuring the delivery of consistent, high quality technical services within a Managed Services Provider (MSP) environment. This role is responsible for auditing and evaluating the performance, compliance, and technical accuracy of work completed by Analysts, Administrators, and Engineers.
The ideal candidate will have a strong technical foundation across Windows Server, Microsoft 365, Cloud Technologies, Networking (including SD-WAN), Telephony, Backup & Recovery, and Security, along with hands-on experience with common MSP tools such as LogicMonitor, IT Glue, Kaseya, and ConnectWise Manage.
Knowledge or experience with IT Service Management (ITSM) principles and ITIL processes is highly desirable.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Quality Assurance & Audit
- Perform detailed audits of service tickets, change requests, and project work completed by
Analysts, Administrators, and Engineers.
- Evaluate adherence to SOPs, security standards, and ITIL-aligned service management
processes.
- Validate technical accuracy, completeness of documentation, and compliance with customer
SLAs and internal quality metrics.
- Assess proper utilization of monitoring, documentation, and management tools (LogicMonitor,
IT Glue, Kaseya, ConnectWise Manage).
- Identify process or performance gaps and provide constructive feedback and recommendations for improvement.
Performance Monitoring & Reporting
- Develop and maintain QA dashboards, scorecards, and audit reports for management review.
- Track and report trends in service quality, recurring issues, and non-conformities.
- Collaborate with team leaders and managers to implement corrective and preventive actions.
Process & Continuous Improvement
- Support the refinement and documentation of standard operating procedures (SOPs)
- Recommend improvements in workflows, escalation procedures, and technical delivery
processes.
- Participate in periodic service reviews and post-incident analyses to ensure continuous quality
enhancement.
Technical Oversight
- Review and assess technical work across:
o Windows Server Environments (Active Directory, DNS, DHCP, Group Policy)
o Microsoft 365 (Exchange Online, Teams, SharePoint, Intune, Entra ID)
o Cloud Platforms (Azure, AWS, other SaaS/PaaS/IaaS environments)
o Networking (LAN/WAN, SD-WAN, VPNs, firewalls, routing, switching)
o Telephony Systems (VoIP, UCaaS)
o Backup & Recovery solutions
o Security controls (patching, endpoint protection, MFA, compliance)
- Qualifications & Experience
Bachelor’s degree in Information Technology, Computer Science, or related discipline — or equivalent experience
- Minimum 3+ years of experience in a technical role (System Administrator, Systems Engineer, or similar) within an MSP or IT Service Provider.
- Previous experience in QA, compliance, or audit capacity within an MSP or IT operations environment.
- Strong hands-on understanding of:
o Windows Server Administration
o Microsoft 365 Administration and Security
o Networking fundamentals and SD-WAN
o Cloud technologies (Azure, AWS, etc.)
o Backup & Disaster Recovery tools
o Telephony / VoIP system
o IT Security principles and best practices
- Familiarity with key MSP tools:
o LogicMonitor (monitoring and alerting)
o IT Glue (documentation management)
o Kaseya (RMM and endpoint management)
o ConnectWise Manage (ticketing and service management)
- Knowledge of IT Service Management (ITSM) principles and ITIL framework.
Preferred:
o ITIL Foundation Certification (or higher).
o Microsoft, CompTIA, or Cisco certifications (e.g., MCSA, Azure Administrator, CCNA).
o Proficiency in data analysis and reporting (Excel, Power BI, or similar tools).
Core Competencies
- Strong technical and analytical aptitude.
- Excellent attention to detail and organizational skills.
- Ability to interpret and assess technical work objectively.
- Effective communication and feedback delivery skills.
- Process-oriented with a focus on continuous improvement.
- Collaborative team player with the ability to influence without authority
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
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