Abrar Admin

Upward Technology

Role OverviewThis role serves as a technical specialist responsible for comprehensive client onboarding and Tier 2 service desk support. The position requires deep technical knowledge of infrastructure, networking, server environments, and Microsoft 365 ecosystems. You will conduct thorough technical assessments of new client environments, perform hands-on migration and deployment activities, and ensure seamless transitions during the onboarding process.This is a customer-facing technical role that combines advanced troubleshooting capabilities with project coordination skills. You must excel at both independent on-site work and remote collaboration with internal technical teams.Key Responsibilities: Client Onboarding &amp; Technical Assessment (Primary Focus)&middot; Travel to new client sites to conduct comprehensive infrastructure assessments&middot; Perform deep-dive discovery of server environments (physical and virtual)&middot; Document network topology, switching, routing, firewall configurations, and VPN infrastructure&middot; Assess Active Directory structure, GPOs, user/group organization, and security posture&middot; Evaluate Microsoft 365 tenant configuration, licensing, and migration readiness&middot; Complete workstation and mobile device inventory with hardware specifications&middot; Deploy and configure Datto RMM agents and validate monitoring coverage&middot; Execute device provisioning, user account creation, and access validation per project plans&middot; Perform user training on new systems, security protocols, and support processes&middot; Create detailed environment documentation, asset inventories, and network diagrams&middot; Coordinate technical handoffs to Service Desk, vCIO, and Projects teams&middot; Follow onboarding checklists and SOPs while adapting to unique client environmentsTier 2 Service Desk Support (when not onboarding)&middot; Handle escalated technical issues requiring advanced troubleshooting&middot; Diagnose and resolve complex Windows Server, Active Directory, and network connectivity issues&middot; Troubleshoot Microsoft 365 administration problems (Exchange Online, SharePoint, Teams)&middot; Perform server patch management, monitoring, and performance analysis using Datto RMM&middot; Configure and troubleshoot VPN connections, DNS issues, and network routing problems&middot; Create and update technical documentation in HaloPSA knowledge base&middot; Mentor Tier 1 technicians and provide technical guidance&middot; Participate in after-hours emergency support rotation as needed&middot; Maintain accurate ticket documentation with root cause analysisRequired Qualifications: Technical Skills&middot; Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, switching&middot; Advanced knowledge of Windows Server (2012 R2 through 2022): AD, DNS, DHCP, file services, GPO&middot; Expertise with Active Directory: user/group management, OU structure, security groups, troubleshooting&middot; Proficiency in Microsoft 365 administration: Exchange Online, SharePoint, Teams, Intune&middot; Experience with server monitoring and RMM tools (Datto RMM preferred)&middot; Solid understanding of network security: firewalls, VPNs, security best practices&middot; Experience with PSA/ticketing systems (HaloPSA preferred)&middot; Ability to read and create network diagrams and technical documentation&middot; Understanding of backup/disaster recovery concepts and validationProfessional Skills&middot; Minimum 3-5 years of IT support experience in an MSP or enterprise environment&middot; Proven experience with client onboarding, migrations, or infrastructure projects&middot; Exceptional customer service and communication skills (written and verbal)&middot; Strong project coordination and time management abilities&middot; High attention to detail with process-oriented mindset&middot; Ability to work independently in client environments with minimal supervision&middot; Professional demeanor and appearance for client-facing interactions&middot; Valid driver's license and reliable transportation (REQUIRED - travel is essential to this role)&middot; Ability to lift and transport IT equipment (up to 50 lbs)&middot; Comfortable with 20% overnight travel (advance notice provided)Preferred Qualifications&middot; Experience with Google Workspace administration&middot; Familiarity with Apple/macOS device management and support&middot; Knowledge of VMware or Hyper-V virtualization platforms&middot; Experience with cloud infrastructure (Azure, AWS)&middot; Certifications: Microsoft certifications (MS-900, MS-102, MD-102), Network+, CCNA, or equivalent&middot; Experience with Datto products (RMM, BCDR, Networking)&middot; Scripting experience (PowerShell preferred)&middot; ITIL Foundation or equivalent process framework knowledgeTechnical Environment You'll Work With&middot; PSA: HaloPSA&middot; RMM: Datto RMM&middot; Microsoft 365 (Exchange Online, SharePoint, Teams, Intune)&middot; Active Directory and Azure AD&middot; Windows Server (2012 R2 - 2022)&middot; Various networking equipment (firewalls, switches, access points)&middot; Google Workspace (secondary)&middot; Apple ecosystem (secondary)Performance Expectations&middot; Complete thorough, accurate technical assessments during client onboarding engagements&middot; Produce high-quality documentation including network diagrams, asset inventories, and environment notes&middot; Successfully execute onboarding projects on time and within scope&middot; Maintain professional client relationships and represent company values on-site&middot; Demonstrate technical expertise that builds client confidence&middot; Follow established processes while exercising sound technical judgment&middot; Collaborate effectively with internal teams for seamless client handoffs&middot; Continuously expand technical knowledge and stay current with technology trends&middot; Meet or exceed ticket resolution and customer satisfaction metrics for Tier 2 supportWhat We OfferJoin a leading, vision-oriented, energetic team dedicated to delivering second-to-none IT services. We offer outstanding, comprehensive benefits and a supportive work environment where your technical expertise and professional growth are valued.What Makes You Successful in This Role&middot; You enjoy solving complex technical problems and explaining solutions clearly&middot; You're energized by visiting client sites and building relationships&middot; You take pride in creating thorough, organized documentation&middot; You're comfortable being the &quot;technical expert in the room&quot; during client meetings&middot; You balance following procedures with adapting to unique situations&middot; You communicate proactively about project status and technical findings&middot; You view travel as an opportunity rather than a burdenPay: $49,000.00 - $65,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Vision insurance</li></ul>Work Location: Remote

Client Onboarding Engineer

Join Upward Technology and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Upward Technology

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Client Onboarding Engineer