In this episode of the How to MSP podcast, host Andrew Moore sits down with Jason Knight, one of the founding partners of Scaled and a veteran MSP coach. Jason pulls back the curtain on why traditional "outsourcing" often fails and how a staff augmentation model—specifically utilizing high-tier talent from South Africa—can solve the dual challenges of operational capacity and rising labor costs in the US.

If you’ve been hesitant about offshore resources due to quality or cultural concerns, this conversation is a must-watch. Jason explains why culture, English proficiency, and "problem-solving initiative" are the true keys to integrating remote L2 and L3 technicians into your service desk.

Key Topics Covered:

Staff Augmentation vs. Outsourcing: Why dedicated resources beat "call center rollover" models every time.

The South African Advantage: How cultural alignment and language make South Africa a prime hub for MSP escalation tiers.

Managing Remote Teams: Why the "video always on" rule and "daily huddles" are non-negotiable for success.

The Financials: The reality of 60-70% cost savings and how to handle international employment laws legally.

"Visible Work": Why your remote team must prioritize the client-facing tasks that prevent you from getting fired.

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