Onboarding Analyst

Work Schedule: American (EST)

Work Arrangement: Onsite/Hybrid

* Please apply for the role if you have relevant experience for this role and are fluent in English communication.

Job Overview: The primary focus of the IT Systems Engineer II (Onboarding) is to bring new clients into our client services accurately, thoroughly, and efficiently. Often the client's initial experience with a technical role at Client, the IT Systems Engineer II (Onboarding) must be able to extract information from the client in order to uncover items about the new network while communicating in general terms. The IT Systems Engineer II (Onboarding) must be ready to discover and document this new-to-us environment.

There might be opportunities for the IT Systems Engineer II (Onboarding) to work on Proactive Technical Alignments to ensure our constantly refined best practices are always being applied to our client networks by both visiting the client site and reviewing the client environment remotely.

Our People: Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values Passionately Curious, Own It, Go Beyond, and Serve as One, we are here to create something extraordinary together.

Our Core Focus: Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.

Your Growth: We are a growth-minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, Client offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.

Key Responsibilities:

• Understand and follow the Client's standards and processes that produce predictable results.
• Responsible for thorough onsite and remote discovery and documentation of new standard and advanced client networks.
• Assist with onsite and remote discovery and documentation of enterprise-level client networks.
• Assist with training and mentoring teammates.
• Verify tools and internal processes have been deployed and configured to standards.
• Develop and maintain technical knowledge of the client environment and ensure this information is thoroughly and accurately communicated to internal technical and non-technical teams.
• Help drive efficiencies and update the new client onboarding process.
• Responsible for offboarding client tools and services from departing clients.
• Analyze standard, advanced, and enterprise-level client technical environments for alignment with documented Best Practices and Standards.
• Visit client sites to conduct ongoing reviews of their technical environment.
• Collaborate closely with internal teams to review network reports and ensure clients' technology direction is aligned with standards and overall business objectives.
• Provide outstanding delivery of our technical services by leveraging both analytical and big-picture thinking to ensure continuous improvement in both internal processes and client networks.

Additional Responsibilities:

• Maintain accurate and real-time timesheets, record complete and accurate notes of troubleshooting and communication with clients.
• Receive mentoring and feedback from peers and others.
• Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams.
• Review tickets with the manager.
• Actively participate in team huddles, L10 meetings, one-on-one meetings, and any other team meetings.
• Create and update documentation when changes occur or discoveries are made.
• Attend monthly training and team meetings as required.
• Additional duties as required.

Skills, Knowledge, and Expertise:

• Good problem-solving and decision-making skills; ability to understand and analyze complex issues.
• Self-motivated, detail-oriented, highly organized, and able to handle a variety of tasks and responsibilities efficiently and with high quality.
• Possess strong oral and written communication skills and be comfortable interfacing with client executive teams.
• Process-driven with high attention to detail and excellent follow-through skills.
• Professional demeanor and outstanding client service skills.
• Strong work ethic with a desire to learn, grow, and develop new skills.
• At least 1 year of experience at Client in IT Systems Engineer II (Onboarding) role or equivalent experience.
• 3+ years in relevant analytical roles or technical support roles.

A+, Net+, Security+

Microsoft

Cisco, Juniper, SonicWall, or similar.

• At least 3 years of experience in managing and working with the following technologies:
  • Windows Server (2008R2, 2012, 2016, 2019, 2022)
    • Active Directory
    • GPO
    • DHCP
    • DNS
    • Remote Desktop Services

Windows Desktop Operating Systems

Cloud environments including Microsoft 365

LAN/WAN Technologies:

• Routing and Switching
• Firewalls
• VPNs

AntiVirus/EDR and Security Platforms:

• Hyper-V
• VMware

PowerShell/Batch File Scripting

• Demonstrated understanding and proficiency in the CLIENT alignment and onboarding processes including best practices and resolution paths.

Associate or Bachelor's degree or equivalent real-world experience.