Managed Service Providers (MSPs) are pivotal in supporting the seamless operations of businesses today. Offering a wide range of services, from IT support to cloud computing, MSPs are in high demand. As the MSP industry continues to grow, the need for skilled and reliable talent becomes increasingly important.
One viable solution for acquiring top-tier talent is nearshoring in South America. South America boasts a vast pool of highly competent IT professionals eager to collaborate with MSPs. These professionals can provide a diverse array of support engineering services, spanning from basic tier 1 help desk support to complex system administration.
The Advantages of Nearshoring
Nearshore outsourcing provides a middle ground between in-house teams and offshore outsourcing, with nearshore providers located in a similar time zone, in central or South American countries. Nearshoring IT talent in South America brings forth numerous benefits for MSPs, the blog post Comparing the Benefits of Hiring a Nearshore Remote Software Engineer vs an In house Employee in the US, describes in detail all the pros and cons. Read the full article here.
1. Cost Reduction
Nearshoring presents an opportunity for MSPs to significantly reduce costs. The labor market in South America offers a substantial advantage in terms of affordability compared to the United States or Europe. This financial advantage allows MSPs to save significant resources, which can be reinvested into their business or passed on to their customers.
2. Enhanced Customer Service
Another key advantage of nearshoring is the improvement in customer service that MSPs can achieve. By establishing a support team located in the same time zone as their customers, MSPs can provide quicker and more responsive support. This, in turn, leads to heightened customer satisfaction and increased customer loyalty.
3. Expansion of Market Reach
Nearshoring also enables MSPs to expand their market reach. Collaborating with a support engineering team in South America empowers MSPs to cater to customers in a broader geographical area. This expansion opens up new markets for growth and business opportunities.
Types of IT Profiles in South America
South America offers a diverse range of IT profiles that cater to the specific needs of Managed Service Providers (MSPs). The region boasts a rich talent pool comprising various specialized roles and skill sets. Here are some commonly found IT profiles in South America:
Help Desk Support Engineer
Role: Help desk support engineers are the first line of defense for businesses, providing technical support to end-users. They troubleshoot and resolve issues, such as password resets and network outages.
Tier: Tier 1 support.
Skills: Strong troubleshooting skills, ability to handle a wide range of problems, excellent communication, and customer service skills.
Role: Responsible for the day-to-day management of IT infrastructure, including servers, networks, and systems software. They ensure that systems are up and running and that data is secure.
Tier: Tier 2 support.
Skills: Deep understanding of operating systems, server administration, network configuration, and security protocols. Proficiency in scripting languages such as PowerShell or Bash. Knowledge of virtualization technologies such as VMware or Hyper-V.
Role: Design, implement, and maintain computer networks. They are responsible for ensuring that networks are reliable and secure.
Tier: Tier 3 support.
Skills: Expertise in network architecture, routing protocols, LAN/WAN technologies, and network security. Proficiency in network monitoring and troubleshooting tools such as Wireshark or Nagios. Certification in Cisco (CCNA, CCNP) or Juniper (JNCIA, JNCIS) is a plus.
Role: Safeguard IT systems, networks, and data.
Skills: Knowledge of cybersecurity frameworks, encryption protocols, intrusion detection systems, and security best practices. Experience with security assessment tools such as Nessus or Metasploit. Certifications such as CISSP, CEH, or CISM are highly valued.
Role: Install, configure, and maintain computer systems and networks.
Skills: Knowledge of computer systems and networks, hardware troubleshooting and repair skills, familiarity with operating systems (Windows, Linux), ability to follow technical instructions and documentation.
Role: Design, install, and maintain computer systems and networks.
Skills: Bachelor's degree in computer science or related field. In-depth knowledge of computer systems and networks, expertise in server virtualization technologies (VMware, Hyper-V), strong problem-solving and analytical skills, and experience with system monitoring and management tools (e.g., Nagios, Zabbix).
Role: Design, deploy, and manage cloud-based solutions.
Skills: Bachelor's degree in computer science or related field. Proficiency in cloud platforms such as AWS, Azure, or Google Cloud, experience with infrastructure automation tools like Terraform or CloudFormation, understanding of containerization technologies (Docker, Kubernetes), and knowledge of networking concepts in cloud environments.
Role: Manage client relationships and ensure satisfaction with managed services.
Skills: Bachelor's degree in business or related field.Strong interpersonal and communication skills, ability to build and maintain client relationships, understanding of business processes and needs, negotiation and problem-solving skills, and familiarity with CRM software.
Role: Oversee implementation and maintenance of managed services.
Skills: Bachelor's degree in project management or related field. Excellent organizational and leadership skills, ability to manage multiple projects and stakeholders, knowledge of project management methodologies (e.g., Agile, Waterfall), risk management and mitigation, effective communication and team management.
Role: Gather client requirements and design solutions.
Skills: Bachelor's degree in business analysis or related field. Proficiency in requirements gathering and analysis, ability to translate business needs into technical solutions, strong problem-solving, and critical thinking skills, familiarity with business analysis tools and techniques, and effective communication and presentation skills.
Role: Create documentation for managed services.
Skills: Excellent writing and editing skills, ability to simplify complex technical information, familiarity with documentation tools (e.g., Microsoft Word, MadCap Flare), understanding of technical concepts and terminology, and attention to detail.
Role: Provide administrative support to MSP employees.
Skills: High school diploma or equivalent. Strong organizational and time management skills, proficiency in office software (e.g., Microsoft Office Suite, Google Workspace), attention to detail, ability to prioritize tasks and multitask, excellent communication and interpersonal skills, familiarity with scheduling tools and calendar management, basic accounting and bookkeeping knowledge, ability to maintain confidentiality.
Customer Service Representative
Role: Answer client questions and resolve issues.
Skills: Excellent communication and interpersonal skills, patience and empathy when dealing with customers, active listening skills, ability to remain calm under pressure, problem-solving, and conflict resolution skills, familiarity with customer service software and ticketing systems, ability to learn and adapt to new products or services, positive and friendly attitude, strong time management and organizational skills.
Help Desk Technician
Role: Provide technical support to clients.
Skills: Strong technical troubleshooting and problem-solving skills, ability to diagnose and resolve hardware and software issues, familiarity with operating systems (Windows, macOS, Linux), knowledge of computer networks and network protocols, proficiency in remote desktop tools and remote support techniques, excellent customer service and communication skills, ability to explain technical concepts to non-technical users, patience and empathy when dealing with end-users, time management, and prioritization skills, ability to document and track support tickets accurately.
Additionally, South America offers other specialized roles such as DevOps engineers, and data scientists, which are in high demand as businesses adopt cloud computing, DevOps practices, and big data technologies.
Technologies and Stacks Demanded by MSPs companies:
MSPs companies seek expertise in specific technologies and stacks to cater to their clients' needs effectively. South America, particularly LATAM, offers a rich talent pool that aligns well with the demanded technologies in the MSP industry.
In the MSP industry, various stacks are utilized to provide managed services, such as RMM (Remote Monitoring and Management), PSA (Professional Services Automation), security, and cloud stacks. LATAM professionals exhibit a high level of expertise in these stacks, thanks to education, training, industry experience, and the demand for these skills globally. MSPs can leverage this expertise to offer a comprehensive range of managed services, delivering exceptional value to businesses.
Average Cost of IT Talent in South America
The cost of IT talent in South America varies based on profiles and experience levels. However, on average, it is substantially lower than the costs incurred in the United States or Europe. For more details about salaries and compensation for developers in South America, read this blog post.
The table below displays monthly salary ranges for various roles. It's important to note that salaries can vary based on experience and skill level. The provided information is intended for reference purposes.
Table 1. Estimated Montly Total Pay - Possible ranges in USD
Source: Glassdoor 2023- It is worth noting that salaries may vary depending on experience and skill set. The provided salary ranges are intended for reference purposes.
Build Distributed Remote Teams with Reliable Infrastructure
South America has experienced a significant surge in remote work adoption in recent years, driven by several factors that make it an ideal destination for distributed teams. With a combination of exceptional internet connectivity and robust infrastructure, South America offers a conducive environment for remote collaboration and productivity.
South America boasts some of the world's best internet connectivity, with countries like Chile, Uruguay, and Argentina consistently ranking among the fastest average download speeds globally. This reliable connectivity ensures that remote workers can stay seamlessly connected with team members and clients, no matter where they are located.
In addition to outstanding internet connectivity, South America boasts a robust infrastructure that caters to the needs of remote work. From reliable power grids to efficient telecommunications networks and well-developed transportation systems, remote workers in South America have access to the essential resources required for optimal productivity.
Frequently Asked Questions (FAQs)
Here are some commonly asked questions regarding nearshoring IT talent in South America:
Q: How can nearshoring IT talent in South America help MSPs reduce costs?
A: Nearshoring enables MSPs to leverage the cost advantages of labor in South America, leading to significant cost savings.
Q: What are the advantages of having a support team in the same time zone as customers?
A: A support team in the same time zone facilitates faster and more responsive support, resulting in improved customer satisfaction and loyalty.
Q: Can nearshoring help MSPs reach new markets?
A: Certainly! By collaborating with a team of support engineers in South America, MSPs can extend their geographical reach and tap into new markets.
Q: What types of IT profiles are available in South America?
A: South America offers a diverse range of IT profiles, including help desk support engineers, system administrators, network engineers, security engineers, IT technicians, systems engineers, cloud engineers, account managers, project managers, business analysts, technical writers, among others.
Q: What is the infrastructure like for remote work in South America?
A: South America offers exceptional internet connectivity and robust infrastructure, including reliable power grids, efficient telecommunications networks, and well-developed transportation systems, making it an ideal destination for distributed remote teams.
Nearshoring IT talent in South America offers MSPs a cost-effective solution to optimize their operations, improve customer support, and explore new markets. By leveraging the advantages of lower labor costs and being in the same time zone as customers, MSPs can enhance their competitiveness and deliver superior services. Additionally, the diverse IT talent available in South America ensures that MSPs can find the right professionals with the necessary skills and expertise. With nearshoring, MSPs can unlock new opportunities for growth and success in today's competitive IT landscape.
If you are ready to embark on this process, BetterWay Devs is your ideal partner in finding the perfect talent for your needs, prioritizing transparency, and fostering direct relationships. Our dedicated team provides local support, empowering you to manage your remote support team in South America effortlessly.
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BetterWay Devs Inbound Marketing Manager