IT Onboarding and Support Specialist

As an IT Onboarding & Support Specialist, you'll play a pivotal role in delivering a seamless onboarding experience for new customers while providing high-quality technical support across a range of IT systems and services.

You'll act as a technical lead during onboarding projects, taking ownership of issues from initial diagnosis through to resolution and contributing to the ongoing development of service delivery standards.

Key Responsibilities

• Lead and support the onboarding, configuration and setup of IT systems and software for new clients
• Provide technical support across IT and some telecoms services, ensuring issues are resolved efficiently and effectively
• Diagnose and troubleshoot across Microsoft 365, Azure, Windows Server, networking and endpoint environments
• Monitor system performance and maintain customer environments to a high standard
• Carry out regular system health checks, patching reviews and service audits
• Identify opportunities for service improvements and recommend best practices
• Maintain accurate documentation of customer interactions and technical resolutions
• Manage and liaise with third-party vendors to resolve issues end-to-end

• Proven experience in customer onboarding within an MSP or multi-client environment
• Strong technical expertise across cloud-first environments, particularly Microsoft 365 and Azure
• Solid understanding of networking, diagnostics tools, and troubleshooting techniques
• Excellent analytical and problem-solving skills with strong attention to detail
• Confident communicator, able to support both technical and non-technical users
• Able to manage multiple priorities and work independently
• Passionate about delivering exceptional customer service

Desirable Skills

• Backup & Disaster Recovery knowledge
• Experience with cloud-based VoIP systems
• Supporting remote users and office network environments
• Understanding of cybersecurity best practices and antivirus solutions
• Experience delivering user training on systems and tools
• Familiarity with ticketing systems and ITIL frameworks
• A proactive mindset with a focus on preventing issues before they arise