Technical Writer

Company: MokshTech (MSP)

Location: Remote

Department: IT

Work Schedule: Rotational shifts (24/7 coverage)

Reports to: IT Manager / Head of Product

Job Summary

This is a remote, Technical Writer role supporting an IT team that operates on rotational shifts. Youll work closely with NOC/help desk technicians, engineers, and service delivery staff - across shifts - to document technical processes, troubleshooting steps, and client-facing guides in real time as issues and systems evolve.

Responsibilities

- Write and maintain SOPs, runbooks, troubleshooting guides, and knowledge base articles used by IT and support teams across all shifts
- Document incident response procedures, escalation workflows, and change management processes
- Collaborate with technicians and engineers during shift handoffs to capture accurate, up-to-date technical information
- Simplify complex IT, networking, cloud, and cybersecurity concepts for technicians, clients, and non-technical staff
- Continuously update documentation to reflect new tools, systems, and recurring incidents
- Develop and enforce documentation standards and style guides across the IT department
- Create diagrams, flowcharts, and screenshots to support written content
- Maintain documentation across internal wiki, ticketing/PSA platforms, and client-facing help center




- Support on-call/rotational team members with accessible, easy-to-follow reference material

Requirements

- Bachelors degree in English, IT, Communications, or related field (or equivalent experience)
- 4+ years of technical writing experience, ideally in IT, MSP, or NOC/help desk environments
- Must be based in the United States
- Willingness and ability to work rotational shifts (may include evenings, weekends, holidays)
- Robust writing, editing, and proofreading skills
- Ability to translate technical IT/networking/security concepts for non-technical readers
- Experience with documentation tools (e.g., Confluence, SharePoint, Markdown, Git)
- Comfortable working with distributed, cross-shift teams

Preferred Qualifications

- Familiarity with MSP tools (PSA/RMM platforms, ticketing systems like ConnectWise or Autotask)
- Basic understanding of networking, cloud platforms (Microsoft 365, Azure, AWS), or cybersecurity concepts
- Experience with a docs-as-code workflow
- Portfolio of published technical/IT or support documentation

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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