IT Onboarding Engineer

Job description

Who we are:

Network Coverage is a best-in-class technology solutions provider specializing in IT managed services, cybersecurity, compliance, cloud enablement, digital transformation, and software development for mid-market and enterprise organizations. Our comprehensive technology solutions and operational excellence allow clients to focus on their business with the value of an end-to-end technology partner.

Network Coverage believes in providing purpose to our people and that character, integrity, and commitment win out. Technology is our mission, and empowering and developing our team is our passion.

Integrity, Humility, Ownership, Urgency, Service.

What the role is:

Onboarding Engineer

Reports To: SET Project Manager

What you will do:

The primary focus of the Onboarding Engineer is to provide a white-glove experience to NetCov clients' onboarding and offboarding engagements. The Onboarding Engineer is a technical role dedicated to analysing and documenting new customer environments. This ranges from traditional network and server/storage infrastructure to cloud services, AWS, M365, Azure. The Onboarding Engineer is responsible for developing or collaborating on any project stream associated with a new customer. A successful Onboarding Engineer will also show resourcefulness in being able to gather information and ask the right questions to discover hidden details. This is a growth-oriented role that is designed to be a key function within the broader Solutions Engineering Team (SET). The Onboarding Engineer understands that they are the key part of the new customer journey. They understand Network Coverage’s core values and bring them into every customer or team member interaction.

Knowledge, Skills, and Abilities (KSAs) Required:

Project Implementation

• Implement projects including, but not limited to, network upgrades, office/workstation relocations, server migrations, firewall and switch installation and configuration, WAP and router configuration, server virtualization, Office 365 migration, and beyond.
• Coordinate with vendors and clients to plan and roll out client application upgrades smoothly.
• Update and create documentation for clients’ networks and ensure all standard documentation is created and maintained.

Project Implementation Standards & Workflow

• Work directly with Project Manager and SET to improve project workflows, policies and Standard Operating Procedures (SOPs).
• Take on Project Management responsibilities and tasks on an as needed basis.

High Level Technical Consultant

• Serve as an escalation point for challenging technical issues that present themselves to other analysts during new customer onboarding.
• Serve as the “face” of the Onboarding team to mid-market and enterprise clients to ensure the health of the client relationship.
• Attend meetings with other high level technical company resources to solve immediate emergencies, threats, or outages.
• Act as quality control for junior Onboarding Specialist’s work and documentation.
• Provide technical and professional mentorship to entry and junior team members.

Cross Team Collaboration

• Collaborate with team members to ensure projects are handled appropriately.
• Participates in cross-department meetings to provide high-level technical solutions.

Minimum Experience and Education Required:

• Bachelor’s degree or equivalent experience in information technology or managed services industry.
• 2+ years’ experience managing multiple projects.
• Enjoys a fast-paced, challenging environment.
• All-star verbal and written communication skills.
• Ability to manage multiple tasks across clients and prioritize as needed or directed.
• Desire to be a cultural champion.
• Client focus with an ability to maintain relationships and resolve client conflicts.
• Detail oriented; follow established policies and procedures.
• Experience with IT/AGILE projects.
• Experience using project management software.

Supervisory/Managerial Experience and Responsibility:

• No supervisory or managerial experience is required.
• No supervisory or managerial duties in this role.

Work Environment:

Work is primarily performed in standard office environments. Client environments may vary. May be exposed to moderate noise levels from machinery. Work involves the operation of personal computer equipment for 8 hours or more daily. Travel is required, maximum of 50% of time.

Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Duties may also involve stooping, kneeling, crawling, reaching, and moving equipment to install or check the installations of network devices and cabling.