MSP Onboarding Specialist

We are seeking a detail-oriented and technically strong MSP Onboarding Specialist to support the conversion of clients from legacy managed service plans to new, standardized service offerings. This role involves both ** documentation enhancements** and ** tool rollout **, including security platform deployment, workstation build process updates, and onboarding/offboarding checklist improvements.

The specialist will work closely with internal teams, project managers, and client stakeholders to ensure a smooth transition with no disruption to client operations.

Responsibilities

Client Interaction & Communication

• Communicate regularly with internal teams, project managers, onboarding leads, and client contacts to ensure smooth updates, clarity, and alignment.
• Participate in internal handoff meetings to ensure service desk readiness and support continuity.
• Collaborate with new IT providers during client transitions to support a seamless offboarding experience.

Technical Assessment & Documentation

• Use diagnostic and discovery tools to evaluate client environments and document infrastructure, security posture, and operational workflows.

• Update and maintain standardized documentation including:

  • Workstation build checklists
  • Employee onboarding/offboarding checklists
  • Configuration documentation for managed services tools

• Identify service gaps between legacy and target managed services plans.

Tool Deployment & Configuration

• Deploy and configure common managed services tools, including:

  • Endpoint Detection & Response (EDR)
  • SOC/SIEM platforms
  • Web and DNS protection
  • Monitoring and diagnostic tools
  • Backup agents and software

• Install and configure tools such as:

  • Microsoft 365
  • Microsoft Defender
  • Mimecast
  • RMM tools (Datto RMM, Kaseya VSA)
  • ConnectWise PSA
  • Other MSP, helpdesk, and security tools

Operations & Support

• Manage individual and team service/project tickets with timely updates.
• Coordinate with vendors on behalf of customers to resolve technical issues.
• Ensure all deployed tools and changes maintain client productivity and operational integrity.

Knowledge, Skills & Abilities

Technical Skills

• Strong understanding of Microsoft 365 services, Azure AD/Entra ID, DNS, and Group Policy.

• Proficiency with:

  • ConnectWise PSA
  • RMM platforms (Datto, Kaseya)
  • Security tools (Microsoft Defender, Mimecast, EDR tools)

• Basic knowledge of networking, servers, wireless, and firewall technologies.

• Experience with virtualization:

  • VMware, Hyper‑V, AWS, Azure

Professional & Communication Skills

• Excellent written and verbal communication skills.
• Strong attention to detail and organizational ability.
• Effective time management and ability to handle multiple priorities.
• Collaborative team player able to work cross-functionally.
• Proactive problem-solver with continuous improvement mindset.

Requirements

Required

• Minimum 1 year of experience working in an MSP (Managed Service Provider) environment.

• Hands-on experience with:

  • Email security and threat protection
  • MFA tools
  • MDM solutions
  • SIEM/SOC sensors
  • Antivirus/EDR deployment

• Experience in RMM platforms such as Kaseya VSA and ** Datto RMM **.

• Demonstrated ability to implement Microsoft Defender email security.

Preferred

• Experience with:

  • Dark Web Monitoring tools (e.g., ID Agent)
  • Cisco Umbrella (Web and DNS protection)
  • DUO MFA
  • SentinelOne EDR

• Experience participating in service plan transitions or client migrations.