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.

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.