Technical Services Coordinator

Overview

The Technical Service Coordinator plays a critical role in onboarding new managed services customers and ensuring they have a clear, accurate, and complete technical foundation as they transition into our MSP environment. This role sits at the intersection of service delivery, technical operations, and customer success—responsible for gathering and documenting environment details, coordinating onboarding tasks across teams, and maintaining high-quality technical documentation.

The ideal candidate has strong technical aptitude, excellent organizational skills, and a passion for delivering an exceptional customer experience.

Key Responsibilities

Customer Onboarding

• Serve as the primary coordinator for onboarding new MSP customers.
• Collect and validate environment information (infrastructure, networks, identity systems, applications, security tools)
• Facilitate kickoff calls, technical discovery sessions, and onboarding checkpoints.
• Work cross-functionally with Service Desk, Systems Administration, Networking, and Security teams to ensure smooth onboarding execution.
• Track onboarding tasks, milestones, risks, and completion status.

Technical Documentation

• Create and maintain high-quality documentation including:
• Network diagrams
• Asset inventories
• Access and identity configurations
• Backup, monitoring, and security configurations
• Server, endpoint, and application details
• Build and update SOPs, runbooks, and customer-specific knowledge articles (consistent with knowledge practices in Managed - Services). [Managed - Services | PowerPoint]
• Ensure all customer documentation is properly stored, versioned, and accessible within the MSP knowledge repository.

Operational Coordination

• Act as a liaison between onboarding teams, technical operations, and account management.
• Document customer escalation paths, communication expectations, and support processes.
• Assist in preparing environment overviews and technical summaries for internal handoff to Operations, Systems Administration, and Service Desk teams.
• Support Technical Account Managers with accurate customer documentation as referenced in templates like SOW Template. [SOW Template | Word]

Technical Support Assistance

• Perform basic to mid‑level environment validation tasks (e.g., checking system health, verifying connectivity, confirming AD/O365 configurations
• Identify gaps in customer environments requiring additional engineering review or remediation.
• Provide Tier 1.5 coordination for technical issues discovered during onboarding.

Qualifications

Required

• 1–3 years experience in an MSP, helpdesk, technical coordination, or IT operations role.
• Understanding of:
• Microsoft 365 / Azure AD
• Windows Server fundamentals
• Networking basics (VLANs, firewalls, switching, DNS)
• Backup & monitoring concepts
• Strong documentation skills with high attention to detail.
• Excellent communication and customer service abilities.
• Highly organized with the ability to manage multiple onboarding projects simultaneously.

Preferred

• Experience with:
• Ticketing/ITSM platforms
• Network and system diagnostic tools
• Identity and access management
• SaaS administration (M365, Okta, collaboration tools)
• Exposure to PowerShell or automation tools.
• ITIL foundation or related process certification.

Skills & Competencies

• Strong analytical and problem‑solving skills.
• Ability to translate technical concepts into clear documentation.
• Calm, professional demeanor during customer interactions.
• Process‑oriented, consistent, and self‑driven.
• Able to collaborate effectively with both technical and non‑technical stakeholders.