Client Support & Onboarding Engineer
Employment Type: Full-Time
Salary: $70,000 – $85,000
Location: Onsite (5 days/week)
Work Environment & Logistics
- Fully onsite role (5 days per week)
- No on-call rotation
- PSA/Ticketing system: Autotask
Benefits
- 100% employer-paid health, dental, and vision insurance
- 3 weeks PTO (accrued)
- Collaborative, tight-knit team environment
Why Join
- Work with a highly functional, close-knit MSP team
- Strong opportunity for technical and career growth
- High ownership across both projects and escalations
- Direct impact on client success and internal processes
Position Overview
The Client Support & Onboarding Engineer owns the end-to-end onboarding process for new clients while also serving as a Level 2 escalation point for the help desk. This role ensures every client is successfully transitioned into the managed services environment with complete documentation, proper configurations, and no gaps. You’ll manage multiple onboardings simultaneously while also resolving complex technical issues escalated by the support team.
This role is ideal for someone who is highly organized, technically strong, and comfortable owning both projects and escalations.
What You’ll Do
Client Onboarding & Implementation
- Serve as the primary technical lead for all new client onboardings from kickoff through completion
- Deploy and configure the full managed services stack (RMM, security tools, backup, MDM, etc.)
- Perform network discovery, asset inventory, and full environment documentation
- Create and maintain onboarding documentation including:
- Network maps
- Credentials
- Contacts
- Configuration records
- Continuously improve onboarding checklists and workflows
- Coordinate directly with clients to gather information, schedule work, and set expectations
- Identify and flag risks, blockers, or scope issues early
Escalations & Technical Support
- Act as the Level 2 escalation point for help desk issues
- Troubleshoot and resolve complex problems beyond Level 1 scope
- Document escalation resolutions and contribute to the knowledge base
- Work closely with internal teams to manage onboarding timelines and workload
Required Experience & Skills
- 3–5 years of experience in an MSP or multi-client IT environment
- Strong “full-stack” technical background across:
- Networking
- Servers
- Workstations
- Cloud environments
- Hands-on experience with Microsoft 365 tenant setup and migrations (full tenant buildouts)
- Experience deploying RMM agents, security tools, and MDM solutions
- Strong Level 2+ troubleshooting capability
- Ability to manage multiple onboarding projects simultaneously without losing detail
- Experience working with standardized processes and improving them
- Strong documentation discipline
- Clear, professional communication skills for client interaction
What Success Looks Like
- Smooth, structured client onboardings with no gaps
- Well-documented environments that support long-term service delivery
- Efficient resolution of escalated issues
- Consistent communication with both clients and internal teams
- Continuous improvement of onboarding processes and standards