Tier II Client Onboarding and Deployment Technician

On Call Computer Solutions is seeking a Tier 2 Client Onboarding & Deployment Technician to join our technical services team. This position combines client onboarding, cybersecurity and endpoint deployment, Microsoft cloud administration, migration support, and technical support for commercial and government cloud environments.

Unlike a traditional help desk position, this role is focused on technical implementation, deployment, migration activities, advanced troubleshooting, and client coordination across a variety of technologies and client environments.

The ideal candidate has a strong foundation in Microsoft 365, identity and access management, endpoint management, Windows administration, and cybersecurity technologies; communicates confidently with clients; and can independently perform technical work while appropriately escalating architectural, project, compliance, or other higher-level decisions to senior technical resources and management.

This is a hybrid position based in our Tallahassee, Florida headquarters. Increased in-office attendance may be required during the initial training and cross-training period to facilitate hands-on technical training, real-time collaboration, and familiarity with On Call's technical and deployment standards.

Key Responsibilities

Client Onboarding & Technology Deployment

• Serve as a technical point of contact during assigned client onboarding and deployment activities.
• Conduct initial technical onboarding communications with clients.
• Gather technical information, administrative access, and deployment requirements.
• Coordinate and schedule deployment activities with clients and internal technical teams.
• Deploy, configure, and validate standardized endpoint management and cybersecurity solutions.
• Deploy and configure Remote Monitoring and Management (RMM) agents and services.
• Deploy and configure Endpoint Detection and Response (EDR) solutions.
• Assist with deployment and configuration of Security Information and Event Management (SIEM) solutions.
• Deploy and configure Identity Threat Detection and Response (ITDR) and identity security solutions.
• Configure and coordinate security awareness training and phishing simulation platforms.
• Deploy and configure dark web and compromised credential monitoring solutions.
• Deploy, configure, and validate endpoint encryption technologies.
• Use Mobile Device Management (MDM) and endpoint management platforms to deploy applications, configuration profiles, security settings, and standardized endpoint configurations.
• Monitor deployment status and validate successful implementation across client environments.
• Troubleshoot deployment, installation, connectivity, permissions, endpoint management, and configuration issues.
• Maintain accurate client, ticket, and deployment documentation.

Cloud & Migration Responsibilities

The Tier 2 Client Onboarding & Deployment Technician will perform technical implementation and migration activities within Microsoft commercial and government cloud environments while working within established On Call technical standards and escalation procedures.
Responsibilities include:

• Perform assigned technical activities associated with Microsoft 365 commercial and government cloud implementations and migrations.
• Execute cloud migration activities, including preparation, implementation, validation, troubleshooting, and post-migration support.
• Independently handle routine technical communications with clients regarding scheduling, deployment requirements, troubleshooting, and implementation activities.
• Troubleshoot identity and access management, endpoint management, Microsoft 365, Windows, application deployment, and device management issues.
• Evaluate technical issues that arise when a client environment differs from established documentation or expected configurations.
• Resolve issues that fall within established Tier 2 procedures and technical authority.
• Escalate architectural decisions, significant deviations from scope or established procedures, complex cloud issues, security or compliance concerns, and other ownership-level decisions to senior management and/or senior cloud architecture resources.
• Assist senior technical resources with implementation of approved architectural or configuration changes.
• Validate completed technical work against established deployment standards and requirements.
• Provide accurate technical documentation and handoff information following implementation activities.

Performance Expectations & KPIs

Success in this position will be measured by the technician's ability to:

1. Technical Execution — Accurately and efficiently perform assigned onboarding, deployment, migration, and implementation activities.
2. Client Communication — Professionally manage routine technical communications, scheduling, requirements gathering, deployment coordination, and technical follow-up with clients.
3. Migration Execution — Successfully perform assigned cloud migration activities, including preparation, execution, troubleshooting, validation, and post-migration support.
4. Technical Troubleshooting — Independently resolve issues appropriate to a Tier 2 technician involving identity management, endpoint management, Microsoft 365, Windows, applications, security tooling, and connectivity.
5. Deployment Quality — Complete cybersecurity, endpoint management, identity security, and related deployments accurately and consistently according to On Call's established technical standards.
6. Technical Judgment — Recognize when a technical issue can be resolved independently versus when architectural, security, compliance, project, or business decisions require escalation.
7. Appropriate Escalation — Promptly escalate ownership-level decisions, significant technical deviations, architectural questions, and higher-risk issues to senior management or senior technical resources.
8. Documentation — Maintain complete and accurate ticket notes, deployment records, configuration information, migration documentation, and technical handoff information.
9. Efficiency — Progress assigned technical work without unnecessary escalation while avoiding independent decisions outside the technician's established authority.
10. Cross-Functional Capability — Develop and maintain competency across On Call's technology stack rather than becoming limited to a single product, platform, or technical function.

Required Qualifications

• 2+ years of professional IT support, systems administration, MSP, cloud, or equivalent technical experience.
• Strong working knowledge of Windows desktop operating systems.
• Working knowledge of Microsoft 365 administration.
• Working knowledge of cloud-based identity and access management.
• Working knowledge of modern endpoint and mobile device management.
• Experience deploying applications, policies, and configurations through endpoint management platforms.
• Understanding of Microsoft 365 tenant administration and identity management.
• Understanding of software deployment and endpoint security concepts.
• Familiarity with RMM, EDR, SIEM, identity security, endpoint encryption, and related cybersecurity technologies.
• Working knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, firewalls, and VPNs.
• Ability to independently troubleshoot software, identity, permissions, endpoint, and connectivity issues.
• Ability to manage multiple technical assignments and client priorities simultaneously.
• Strong organizational and documentation skills.
• Excellent written and verbal communication skills.
• Ability to communicate technical concepts professionally to both technical and non-technical client contacts.
• Ability to work independently within established technical procedures and escalation paths.

Preferred Qualifications

Experience in one or more of the following areas is preferred:

• Microsoft government cloud environments
• Microsoft 365 migrations
• Identity and access management
• Mobile Device Management (MDM)
• Endpoint management platforms
• Remote Monitoring and Management (RMM)
• Endpoint Detection and Response (EDR)
• Security Information and Event Management (SIEM)
• Identity Threat Detection and Response (ITDR)
• Endpoint encryption
• Security awareness and phishing simulation platforms
• Dark web or compromised credential monitoring
• Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environments
• Commercial-to-government cloud migrations

Relevant certifications such as CompTIA Network+, Security+, or Microsoft cloud, endpoint, or administration certifications are beneficial but not required.

What Success Looks Like

A successful Tier 2 Client Onboarding & Deployment Technician is a capable technical generalist who can execute independently without operating in a silo.
They can communicate directly with clients, perform deployments and migrations, troubleshoot moderately complex technical problems, work across cloud, endpoint, identity, and cybersecurity technologies, and complete assigned technical work with limited supervision.

Just as importantly, they understand the boundaries of their role. When an issue requires an architectural decision, significant deviation from established standards, change in project direction, or higher-level security, compliance, or business decision, the technician escalates to senior management and/or senior technical resources rather than assuming ownership of that decision.

This position provides substantial hands-on experience across Microsoft cloud environments, identity and access management, endpoint management, cybersecurity platforms, RMM, EDR, SIEM, identity security, endpoint encryption, security awareness, and client migrations within a managed IT and cybersecurity environment.