Level 2 Onboarding Engineer
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking a Level 2 Onboarding Engineer to join our Hybrid Operations Team based in Winston-Salem, NC. This position plays a critical role in successfully onboarding Managed Service Providers (MSPs) and their clients onto the NOCDOC platform.
As an Onboarding Engineer, you will coordinate technical implementations, configure monitoring platforms, deploy and validate customer environments, provide onboarding training, and ensure a smooth transition from implementation to steady-state operations. You will work closely with customers, project stakeholders, and internal NOC, SOC, Service Desk, and Engineering teams to deliver a seamless onboarding experience.
This position is ideal for someone who enjoys combining technical expertise with customer interaction, project coordination, documentation, process improvement, and operational excellence.
Key Responsibilities
Customer Onboarding & Implementation
- Lead technical onboarding activities for new MSPs and end customers
- Configure monitoring platforms, alerting policies, customer devices, integrations, and supporting systems
- Install and configure supported software, monitoring agents, remote management tools, and integrations
- Validate onboarding checklists, technical requirements, security requirements, and operational readiness prior to production go-live
- Coordinate onboarding meetings with customers and internal technical teams
- Provide technical guidance throughout the implementation lifecycle
- Manage multiple onboarding projects simultaneously while meeting project timelines and quality standards
Network & Infrastructure Architecture and Modernization
- Participate in network and infrastructure architecture reviews, technology planning, and design activities
- Lead network and server lifecycle initiatives including upgrades, migrations, consolidation, and modernization efforts
- Develop network and infrastructure standards, configuration baselines, and operational procedures
- Evaluate network and infrastructure performance, capacity, availability, and scalability
- Identify opportunities to improve reliability, automation, monitoring, and operational efficiency
Customer Experience
- Serve as a primary technical contact during customer onboarding activities
- Conduct onboarding calls with MSPs and client stakeholders
- Deliver customer training on NOCDOC processes, ticketing systems, escalation procedures, support workflows, and operational expectations
- Build strong customer relationships through proactive communication and effective project management
- Maintain regular status updates throughout implementation projects
Documentation & Process Management
- Produce and maintain implementation documentation, technical standards, and customer environment records
- Develop and update Standard Operating Procedures (SOPs), onboarding checklists, and knowledge base articles
- Maintain accurate onboarding records, project documentation, and configuration information
- Track project milestones, dependencies, risks, and onboarding progress
- Ensure documentation supports effective transition to NOC, SOC, and Service Desk teams
Technical Responsibilities
- Configure Microsoft 365 services and user environments
- Configure monitoring tools, alert policies, and operational workflows
- Assist with Windows Server administration, workstation deployment, and endpoint configuration
- Configure remote management tools and endpoint support technologies
- Validate backup configurations, monitoring coverage, and operational visibility
- Assist engineering teams with troubleshooting implementation issues
- Apply secure configuration practices and assist with validating customer environments against established technology and security standards
- Support implementation activities aligned with security frameworks and operational best practices, including CIS Critical Security Controls where applicable
- Escalate complex issues to senior engineering teams when appropriate
Operational Excellence
- Ensure onboarding projects meet quality assurance standards before production cutover
- Transition completed implementations to NOC, SOC, Service Desk, and support teams
- Identify opportunities to improve onboarding processes, automation, documentation, and operational efficiency
- Protect confidential customer information and follow appropriate security practices
- Participate in continuous improvement initiatives
Required Qualifications
- 2+ years of IT experience in a Managed Services Provider (MSP), Service Desk, NOC, systems administration, or similar technical support environment
- Experience implementing or supporting Microsoft-based business environments
- Experience with customer-facing technical support or implementation activities
- Strong customer service, communication, and relationship management skills
- Experience coordinating multiple technical projects or implementation activities simultaneously
- Strong troubleshooting and analytical abilities
- Experience documenting technical procedures, configurations, and operational processes
- Ability to work independently while collaborating with cross-functional teams
- Excellent organizational and time management skills
- Understanding of basic security practices including secure configuration, access controls, endpoint protection, and technology standards
Preferred Qualifications
- Experience working within a Managed Service Provider (MSP) or Managed Security Services Provider (MSSP) environment.
- Experience leading or coordinating customer-facing technical implementations or onboarding projects.
- Experience working directly with MSP partners or B2B technology clients during transition/cutover periods.
- Experience training end users or client stakeholders on new tools, platforms, or operational processes.
- Familiarity with project coordination practices (timelines, milestones, risk/dependency tracking) in a technical delivery context.
- Experience supporting or configuring RMM and/or PSA platforms in a live customer environment.
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Administrator Associate
- Microsoft Certified: Azure Administrator Associate
- VMware VCP (nice to have)
- ITIL 4 Foundation
Technical Skills
- Microsoft 365
- Microsoft Entra ID (Azure AD)
- Microsoft Teams
- Exchange Online
- Windows Desktop
- Windows Server
- Active Directory
- Remote Desktop Services (RDS)
- VMware
- Hyper-V
- Backup platforms
- Remote Monitoring & Management (RMM) platforms
- Professional Services Automation (PSA) platforms
- Remote support tools
- Ticketing systems
- Endpoint deployment and management
- Monitoring platforms
- Microsoft Intune or endpoint management platforms
- Security baseline configuration and CIS Critical Security Controls familiarity
Professional Skills
- Communication
- Customer service
- Project coordination
- Organization
- Problem solving
- Attention to detail
- Adaptability
- Team collaboration
- Documentation discipline
Career Growth Opportunity
This role provides a strong foundation across customer implementation, project coordination, and hands-on technical configuration, with a defined path toward Senior Onboarding Engineer, Level 2 NOC Engineer (Network or Server), Level 2 Field Engineer, Automation / Integration Engineer, or Project Management roles as technical expertise and customer delivery experience grow.
Team members gain broad exposure to Microsoft technologies, monitoring and RMM/PSA platforms, endpoint deployment, and cross-team collaboration with NOC, SOC, and Service Desk — experience that supports both deeper technical specialization and broader delivery/project leadership tracks.
Schedule & On-Call Requirements
- Hybrid (3 days per week in Winston-Salem headquarters)
- Full-time
- Occasional after-hours implementation work as required
- Limited travel may be required
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.