Role Overview
The IT Onboarding Engineer is responsible for managing and delivering the technical onboarding of new Managed Service Provider (MSP) clients. The role ensures a smooth transition from incumbent providers, accurate documentation of customer environments, deployment of MSP tools and security solutions, and successful handover into ongoing support.
The successful candidate will combine strong technical skills with excellent communication and project coordination abilities, acting as a key point of contact throughout the onboarding process.
Key Responsibilities
Client Onboarding & Transition
- Lead technical onboarding activities for new MSP customers.
- Coordinate the transition of IT services from incumbent providers.
- Gather technical information, credentials, licences, and infrastructure details.
- Conduct onboarding meetings with customers and stakeholders.
- Create and manage onboarding plans and project timelines.
- Ensure all onboarding activities are completed within agreed timescales.
Technical Discovery & Documentation
- Audit customer IT environments including:
- Microsoft 365
- Azure / Entra ID
- Servers
- Networking
- End-user devices
- Security solutions
- Backup systems
- Produce accurate technical documentation and network diagrams.
- Identify risks, unsupported systems, and technical debt.
- Maintain customer records within documentation platforms.
Tool Deployment & Configuration
- Deploy and configure MSP management tools.
- Implement monitoring and alerting solutions.
- Configure endpoint management and security platforms.
- Install remote management and support software.
- Configure backups and business continuity solutions.
- Onboard Microsoft 365 tenants and associated services.
Security & Compliance
- Conduct security assessments during onboarding.
- Verify MFA, conditional access, backup, and security controls.
- Ensure customer environments meet company standards.
- Escalate security concerns and remediation recommendations.
- Support compliance and audit requirements.
Project Delivery
- Deliver onboarding-related technical projects.
- Assist with:
- Microsoft 365 migrations
- SharePoint migrations
- Endpoint deployments
- Network improvements
- Telephony onboarding
- Coordinate with Projects and Service Desk teams.
Customer Experience
- Act as a trusted technical advisor during the onboarding process.
- Provide regular progress updates to customers.
- Manage customer expectations and communicate risks effectively.
- Ensure a positive onboarding experience that promotes long-term customer relationships.
Handover to Service Desk
- Complete onboarding checklists and quality assurance reviews.
- Deliver internal handover meetings.
- Ensure documentation is complete and accurate.
- Transfer ownership to Service Desk teams with minimal disruption.
Technical Skills & Experience
Essential
- Previous experience within an MSP environment.
- Strong knowledge of:
- Microsoft 365
- Entra ID / Azure
- Intune & Sharepoint
- Windows Server
- Windows 10/11
- Networking fundamentals
- DNS and Domain Management
- Microsoft Defender
- Backup technologies
- Experience with RMM and PSA platforms.
- Experience conducting technical audits and discovery exercises.
- Excellent troubleshooting and problem-solving skills.
Desirable
- Microsoft certifications.
- VMware / Hyper-V
- Cyber security frameworks
- Cloud migrations
Personal Attributes
- Excellent customer service skills.
- Strong verbal and written communication.
- Highly organised and detail-oriented.
- Ability to manage multiple onboarding projects simultaneously.
- Proactive and self-motivated.
- Professional and customer-focused approach.
- Ability to work independently and as part of a team.
Key Performance Indicators (KPIs)
- Onboarding projects delivered on time.
- Customer satisfaction during onboarding.
- Documentation completion rate.
- Number of onboarding-related escalations.
- Time to operational handover.
- Quality assurance score of completed onboardings.
- Reduction in post-onboarding support issues.
This version is specifically geared towards a modern MSP where onboarding is treated as a project function rather than a Service Desk responsibility.
Pay: £25,420.00-£36,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Transport links
- Work from home
Work Location: In person
