IT Support Engineer (MSP Onboarding & Projects)

The IT Project Engineer executes technical projects for new and existing managed services clients, including MSP onboarding, Microsoft cloud initiatives, infrastructure deployments, migrations, network upgrades, security implementations, and other professional services engagements.

This role is balanced between MSP onboarding and professional services work. The engineer must be comfortable discovering and documenting client environments, deploying MSP platforms, and transitioning clients to Service Delivery, while also independently completing projects involving Microsoft 365, Azure, Entra ID, Intune, Windows Server, networking, endpoints, security, backup, and related technologies.

Technical work is not complete until it has been tested, documented, and handed off with remaining items, risks, and next steps clearly identified. The engineer works closely with Project Managers, other engineers, Service Delivery, the Network Operations Center, vendors, and client contacts to complete projects accurately and in accordance with approved scopes of work.

Key Responsibilities

What Success Looks Like

A successful person in this role

• Owns assigned technical work from discovery and planning through configuration, testing, documentation, remediation, and handoff.
• Completes both MSP onboarding and professional services projects accurately and verifies that systems function as intended.
• Troubleshoots across cloud services, identity, endpoints, servers, networks, applications, security platforms, and backups.
• Produces clear documentation that other technical team members can use without additional explanation.
• Identifies missing information, unsupported systems, configuration gaps, security risks, and dependencies before they create delays or support issues.
• Maintains ownership of open items until they are resolved, reassigned, or clearly documented.
• Communicates progress, risks, blockers, scope concerns, and support needs clearly and promptly.

Primary Areas of Responsibility

MSP Client Onboarding

• Execute the technical onboarding of new managed services clients.
• Perform technical discovery through approved tools, remote review, onsite assessment, stakeholder interviews, and system testing.
• Review client infrastructure, Microsoft tenants, identity systems, servers, endpoints, networks, applications, security controls, backups, vendors, and licensing.
• Deploy, configure, test, and validate MSP tools and services according to company standards.
• Reconcile discovered devices, users, systems, and applications against deployed tools and documentation.
• Identify and document unsupported, outdated, unsecured, undocumented, or improperly configured technology.
• Create and update client documentation, diagrams, environment summaries, and technical procedures.
• Complete technical reviews and handoffs to Service Delivery and the Network Operations Center before project closure.

Professional Services Projects

• Execute projects involving Microsoft cloud services, identity, endpoints, servers, networking, security, backup, infrastructure, and business applications.
• Review scope, technical requirements, dependencies, schedules, and client readiness before beginning assigned work.
• Develop or contribute to implementation, migration, testing, cutover, and rollback plans.
• Coordinate deployments, upgrades, migrations, and cutovers to minimize disruption to client operations.
• Complete assigned technical work independently while escalating design concerns, scope conflicts, or advanced issues when appropriate.
• Coordinate with vendors, software providers, internet service providers, and client resources.
• Validate completed work and provide accurate notes and technical handoffs showing what was completed and what remains.

Microsoft Cloud, Identity, and Endpoint Projects

• Plan, execute, test, and document Microsoft 365 migrations and configuration projects.
• Configure and troubleshoot Microsoft 365, Azure, Entra ID, Intune, Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
• Configure accounts, groups, administrative roles, licensing, authentication methods, domains, access controls, and tenant settings.
• Support identity synchronization, hybrid identity, Entra ID Join, Hybrid Entra ID Join, and device registration.
• Configure and troubleshoot multifactor authentication, Conditional Access, self-service password reset, and identity security controls.
• Execute or support email migrations, tenant-to-tenant migrations, domain transitions, and Microsoft 365 cutovers.
• Configure Intune enrollment, compliance policies, configuration profiles, application deployment, and endpoint security settings.
• Troubleshoot licensing, permissions, authentication, synchronization, mail flow, device registration, and application access issues.

Networking, Server, and Infrastructure Projects

• Install, replace, configure, and troubleshoot firewalls, switches, wireless access points, servers, workstations, and related infrastructure.
• Configure and support VLANs, switching, routing, DHCP, DNS, VPNs, wireless networks, internet connectivity, and network security.
• Install, configure, replace, migrate, and troubleshoot physical, virtual, and cloud-hosted Windows servers.
• Configure and support Active Directory, Group Policy, file services, permissions, printing, and related Windows Server roles.
• Support server migrations, virtualization projects, workstation deployments, domain migrations, profile migrations, and device refreshes.
• Diagnose authentication, permissions, replication, storage, application, performance, connectivity, and Power over Ethernet issues.
• Deploy and validate endpoint security, remote monitoring, backup, network monitoring, email security, and multifactor authentication tools.

MSP Tools and Platforms

The role may deploy, configure, support, troubleshoot, or document the following platforms:

• Network Detective and Hudu
• ConnectWise RMM, Auvik, and Liongard
• Phin and Avanan
• Axcient, Datto, and ConnectWise SaaS Backup
• DUO multifactor authentication

Experience with every platform is not required, but candidates must be able to learn unfamiliar systems, follow technical standards, research issues, and document procedures.

Technical Execution, Documentation, and Quality

• Validate technical information through system review, onsite inspection, stakeholder interviews, testing, and comparison against existing documentation.
• Identify missing access, licensing, hardware, information, approvals, vendor involvement, and other dependencies before scheduled execution.
• Maintain awareness of approved scope and communicate potential out-of-scope requirements before proceeding.
• Use structured troubleshooting to determine whether issues involve identity, permissions, licensing, DNS, networking, hardware, operating systems, applications, or security policies.
• Research unfamiliar issues using manufacturer documentation, vendor resources, internal knowledge, and appropriate escalation paths.
• Confirm systems are communicating, authenticating, reporting, alerting, backing up, and operating correctly.
• Create and maintain accurate documentation of assets, systems, applications, configurations, credentials, vendors, licensing, networks, security controls, and technical procedures.
• Create and update network diagrams, system diagrams, tenant summaries, implementation records, and environment overviews.
• Record completed work, testing results, decisions, exceptions, configuration chan