Client Onboarding Engineer

Role Overview

This 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 & Technical Assessment (Primary Focus)

· Travel to new client sites to conduct comprehensive infrastructure assessments

· Perform deep-dive discovery of server environments (physical and virtual)

· Document network topology, switching, routing, firewall configurations, and VPN infrastructure

· Assess Active Directory structure, GPOs, user/group organization, and security posture

· Evaluate Microsoft 365 tenant configuration, licensing, and migration readiness

· Complete workstation and mobile device inventory with hardware specifications

· Deploy and configure Datto RMM agents and validate monitoring coverage

· Execute device provisioning, user account creation, and access validation per project plans

· Perform user training on new systems, security protocols, and support processes

· Create detailed environment documentation, asset inventories, and network diagrams

· Coordinate technical handoffs to Service Desk, vCIO, and Projects teams

· Follow onboarding checklists and SOPs while adapting to unique client environments

Tier 2 Service Desk Support (when not onboarding)

· Handle escalated technical issues requiring advanced troubleshooting

· Diagnose and resolve complex Windows Server, Active Directory, and network connectivity issues

· Troubleshoot Microsoft 365 administration problems (Exchange Online, SharePoint, Teams)

· Perform server patch management, monitoring, and performance analysis using Datto RMM

· Configure and troubleshoot VPN connections, DNS issues, and network routing problems

· Create and update technical documentation in HaloPSA knowledge base

· Mentor Tier 1 technicians and provide technical guidance

· Participate in after-hours emergency support rotation as needed

· Maintain accurate ticket documentation with root cause analysis

Required Qualifications: Technical Skills

· Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, switching

· Advanced knowledge of Windows Server (2012 R2 through 2022): AD, DNS, DHCP, file services, GPO

· Expertise with Active Directory: user/group management, OU structure, security groups, troubleshooting

· Proficiency in Microsoft 365 administration: Exchange Online, SharePoint, Teams, Intune

· Experience with server monitoring and RMM tools (Datto RMM preferred)

· Solid understanding of network security: firewalls, VPNs, security best practices

· Experience with PSA/ticketing systems (HaloPSA preferred)

· Ability to read and create network diagrams and technical documentation

· Understanding of backup/disaster recovery concepts and validation

Professional Skills

· Minimum 3-5 years of IT support experience in an MSP or enterprise environment

· Proven experience with client onboarding, migrations, or infrastructure projects

· Exceptional customer service and communication skills (written and verbal)

· Strong project coordination and time management abilities

· High attention to detail with process-oriented mindset

· Ability to work independently in client environments with minimal supervision

· Professional demeanor and appearance for client-facing interactions

· Valid driver's license and reliable transportation (REQUIRED - travel is essential to this role)

· Ability to lift and transport IT equipment (up to 50 lbs)

· Comfortable with 20% overnight travel (advance notice provided)

Preferred Qualifications

· Experience with Google Workspace administration

· Familiarity with Apple/macOS device management and support

· Knowledge of VMware or Hyper-V virtualization platforms

· Experience with cloud infrastructure (Azure, AWS)

· Certifications: Microsoft certifications (MS-900, MS-102, MD-102), Network+, CCNA, or equivalent

· Experience with Datto products (RMM, BCDR, Networking)

· Scripting experience (PowerShell preferred)

· ITIL Foundation or equivalent process framework knowledge

Technical Environment You'll Work With

· PSA: HaloPSA

· RMM: Datto RMM

· Microsoft 365 (Exchange Online, SharePoint, Teams, Intune)

· Active Directory and Azure AD

· Windows Server (2012 R2 - 2022)

· Various networking equipment (firewalls, switches, access points)

· Google Workspace (secondary)

· Apple ecosystem (secondary)

Performance Expectations

· Complete thorough, accurate technical assessments during client onboarding engagements

· Produce high-quality documentation including network diagrams, asset inventories, and environment notes

· Successfully execute onboarding projects on time and within scope

· Maintain professional client relationships and represent company values on-site

· Demonstrate technical expertise that builds client confidence

· Follow established processes while exercising sound technical judgment

· Collaborate effectively with internal teams for seamless client handoffs

· Continuously expand technical knowledge and stay current with technology trends

· Meet or exceed ticket resolution and customer satisfaction metrics for Tier 2 support

What We Offer

Join 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

· You enjoy solving complex technical problems and explaining solutions clearly

· You're energized by visiting client sites and building relationships

· You take pride in creating thorough, organized documentation

· You're comfortable being the "technical expert in the room" during client meetings

· You balance following procedures with adapting to unique situations

· You communicate proactively about project status and technical findings

· You view travel as an opportunity rather than a burden

Pay: $49,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Remote