Implementation Engineer (MSP)

Role Objective

Key Responsibilities

1. Onboarding Planning & Client Engagement

• Act as the technical lead for new client onboarding engagements.
  
• Conduct kick-off calls with clients, gather infrastructure data, define timelines, and document scope of onboarding.
  
• Translate SOWs and service catalogs into actionable onboarding plans with milestones and dependencies.
  
• Collaborate with MSP Lead, vCISO, and TAMs to align security, compliance, and operational requirements.

2. Environment Discovery & Assessment

• Lead discovery across on-prem, hybrid, and cloud environments: servers, endpoints, firewalls, switches, VPNs, M365 tenants, backups.
  
• Use NinjaOne, Intune, and network scanning tools to build the initial device inventory.
  
• Evaluate existing patch levels, AV coverage, backup health, and identity configurations.
  
• Document full environment architecture in IT Glue with asset hierarchy and configuration snapshots.

3. RMM / PSA Architecture & Deployment

• Design and implement NinjaOne RMM configurations for new clients — groups, automation jobs, patch policies, alerts, and scripts.
  
• Integrate RMM with PSA modules for ticket creation, escalation, and SLA tracking.
  
• Build reusable onboarding templates (automation jobs, monitoring policies, alert sets).
  
• Optimize alert tuning to reduce noise and enhance actionable insights.

4. Endpoint, Identity & Security Configuration

• Architect device and identity management through Microsoft Intune and Entra ID (Azure AD).
  
• Deploy compliance baselines, Conditional Access, MFA, and BitLocker enforcement.
  
• Configure and verify Defender for Business / Endpoint and Defender for Office 365 (Safe Links, Safe Attachments).
  
• Integrate Sophos MSP Flex or Defender for hybrid clients as needed.
  
• Enforce TLS 1.2+/1.3 policies and OS hardening standards.

5. Network & Infrastructure Integration

• Onboard and configure Meraki firewalls, switches, and APs under Meraki Cloud Dashboard.
  
• Validate connectivity, VPN tunnels, and SNMP monitoring in NinjaOne Network Monitoring.
  
• Integrate Cisco / Meraki VPN profiles for remote access.
  
• Coordinate with the network team to align traffic logging and visibility in Microsoft Sentinel.

6. Backup & BCDR Configuration

• Design and implement Axcient x360Recover D2C for on-prem workloads and x360Cloud for M365 tenants.
  
• Plan backup frequency, encryption, retention, and restore validation.
  
• Validate recovery objectives (RPO/RTO) and document in IT Glue.
  
• Assist in migrating legacy Syncovery / Veeam setups into Axcient for standardization.

7. Compliance & Audit Enablement

• Ensure onboarding aligns with HIPAA, SOC 2, and CIS controls through Cynomi vCISO platform.
  
• Work with the vCISO to update risk registers and security posture reports.
  
• Enable Microsoft Purview for DLP, audit logs, and data classification.
  
• Track Microsoft Secure Score and provide recommendations for remediation.
  
• Maintain evidence folders (scans, screenshots, approvals) in IT Glue for each client.

8. Automation, Optimization & Process Ownership

• Develop advanced PowerShell / Bash scripts for onboarding automation and remediation.
  
• Create NinjaOne automation policies for agent deployment, patching, AV verification, and onboarding compliance checks.
  
• Continuously refine and standardize onboarding runbooks, checklists, and SOPs.
  
• Mentor junior onboarding engineers and NOC staff on onboarding best practices.

9. Documentation & Handover

• Prepare complete onboarding documentation including topology, credentials, monitoring details, and service configurations in IT Glue.
  
• Conduct formal handover sessions with NOC/SOC teams via Microsoft Teams or recorded walkthroughs.
  
• Review onboarding closure checklist to confirm all deliverables (RMM, AV, BCDR, monitoring, documentation) are validated.

Requirements

Required Skills & Experience Core Competencies

• Proven MSP onboarding experience across multiple clients and environments.
  
• Hands-on expertise in NinjaOne RMM / PSA configuration, automation, and scripting.
  
• Deep knowledge of Microsoft 365, Entra ID, Intune, Defender for Endpoint, Defender for Office 365.
  
• Practical experience in Axcient x360Recover / x360Cloud backup configuration and restore validation.
  
• Strong understanding of Meraki networking, Cisco VPN, and SNMP monitoring.
  
• Familiarity with Microsoft Sentinel, Purview, and Cynomi compliance tools.
  
• Proficiency in PowerShell and Bash for automation and policy enforcement.
  
• Strong documentation discipline with IT Glue, Zoho Vault, and SharePoint.
  
• Excellent understanding of MSP operations, SLAs, and ITIL processes.