Client Onboarding Engineer

Job Description

CLIENT ONBOARDING ENGINEER

Location: Nashville, In Office

Operations / Project Services

Reports to VP of Operations

Full-Time, Exempt

POSITION DESCRIPTION

The Client Onboarding Engineer owns the new-client experience from initial assessment through service handover. Before this role engages, a separate engineering team completes a formal assessment covering networking, core infrastructure, and major systems such as accounts and servers. You pick up from that foundation and go deeper — into the day-to-day technical operations the initial assessment doesn't reach: how the client actually provisions users, manages devices, handles printing, and runs the workflows their staff depend on.

For the critical first weeks of each client relationship, this role is the single point of contact; directing the work, delivering hands-on technically, and answering for the result. This work occurs on a structured cadence: welcome and discovery, coordinated on-site delivery, and a documented handover to our service desk. This role blends technical execution, disciplined documentation, and steady client communication.

WHAT YOU'LL DO

Onboarding Ownership

• Own each client onboarding end-to-end: welcome call through service handover

• Set and hold scope expectations with the client from day one

• Track and escalate external dependencies — vendor approvals, credential handover, outgoing-provider access

Discovery & Documentation

• Run on-site and remote discovery of the client's environment, pain points, and operational workflows

• Build environment documentation in real time: network diagrams, credential records, site detail, and process notes — written for the technician who will rely on it under pressure

• Coordinate with outgoing IT providers to ensure continuity and close documentation gaps

Operational Assessment & Standards

• Starting from the initial assessment completed by our engineering team, extend the evaluation into day-to-day technical operations: user provisioning, device lifecycle, roster management, printing, and end-user workflows

• Complete the client's full assessment against TL's gold standard, reconciling what the initial assessment predicted against what is actually found on site

• Deliver the completed assessment and supporting evidence to the architecture team for long-term roadmap development

On-Site Delivery

• Plan and execute on-site engagements: device counts, staffing, imaging approach, and staged prerequisites

• Direct on-site technicians and contractors — assign work, check quality, keep the schedule

• Verify all in-scope devices are enrolled in management before leaving site

Transition & Handover

• Lead the service desk handover briefing: environment specifics, known issues, deliberate exceptions, recurring patterns

• Deliver end-user training and set support expectations

• Serve as escalation bridge through the first support period after go-live

• Brief the account team on decision makers, communication preferences, and commitments made during onboarding

QUALIFICATIONS

Required

• 3+ years in technical support, service desk, or IT project delivery with genuine hands-on capability

• Working knowledge of SMB or K–12 environments: networking, Microsoft 365 / Google Workspace identity, endpoint management, security stack basics

• Practical endpoint and device management experience — and the judgment to distinguish a configuration problem from a data problem

• Strong written and verbal communication: clear technical explanations for non-technical audiences, documentation another technician can act on unaided

• Comfortable leading client-facing meetings and holding a scope boundary

• Willingness to travel for on-site client engagements

Preferred

• Prior MSP or K–12 technology experience

• Hands-on MDM / endpoint management across platforms (Intune, Mosyle, Addigy, Jamf, Google Admin)

• Familiarity with SIS rostering, identity sync, and the failure modes that come with it

• Experience with PSA tools and documentation platforms

• Understanding of education compliance frameworks (FERPA, CIPA, SIPA)

WHO THRIVES HERE

• Relentlessly follow-through oriented — you don't leave tasks in limbo or need to be reminded twice

• Chases what's needed — credentials, access, approvals — rather than waiting to be handed it

• Treats documentation as a product, not a chore

• Writes down what is actually wrong, plainly, including the inconvenient parts

• Energized by variety — no two client environments are the same, and that's a feature

• Accountable to outcomes, not activities — a cleanly onboarded, documented, supported client is the measure