BRITECITY, a leading provider of outsourced IT Support (remote and onsite) for small businesses in Orange County, CA, is seeking an experienced IT Engineer – Onboarding Specialist to join our team. This role supports our Onboarding Lead and onboarding team in delivering a smooth, well-documented client onboarding experience.

If you're detail-oriented, client-focused, and thrive in a structured environment, this is the opportunity for you!

The first 90 days will require in-person work at our Irvine, CA headquarters for training and team alignment.

Key Responsibilities:

As an IT Engineer – Onboarding Specialist, you will support the onboarding team through documentation, discovery, and on-site client visits. You will work closely with the Onboarding Lead, techTEAMs, and the Escalation team to ensure new clients are properly set up and documented in BRITECITY's systems. Your primary responsibilities include:

● On-Site Client Visits: Travel to client office locations during the onboarding phase to conduct walkthroughs, photograph and label hardware, document the physical environment, and confirm equipment inventory against BRITECITY's records.

● IT Discovery: Participate in knowledge transfer meetings with clients or their outgoing IT provider. Gather and verify technical details including hardware, software, cloud services, vendors, and network infrastructure.

● Documentation: Accurately build and maintain client documentation in IT Glue — BRITECITY's system of record. Create asset records, network diagrams, SOPs, and all other required documentation deliverables as part of the BRITECITY onboarding RECIPE.

● Onboarding Assessment Support: Conduct a light IT assessment of the client environment to identify any gaps against BRITECITY's best practice standards for reliability and security. Document findings and surface issues to the Onboarding Lead.

● Product & Service Education: Support client-facing education sessions on BRITECITY tools and services — including how to submit support requests, what's included in the managed services agreement, and what to expect from the techTEAM.

● Ticket & Time Management: Create and maintain accurate tickets in ConnectWise Manage. Log time entries against onboarding tasks within SLA windows and ensure all work is documented before closing.

● Team Collaboration: Work closely with the Onboarding Lead, techTEAMs, and Escalation team to deliver a cohesive onboarding experience. Handoff completed documentation and environment details to the assigned techTEAM prior to transition.

● Process Improvement: Collect observations and client feedback post-onboarding to help refine and improve the onboarding process over time.

Required Experience & Core Competencies:

● Minimum 3–5 years of experience in the IT industry, with at least 2 years in a Managed Service Provider (MSP) environment strongly preferred.

● Strong documentation discipline — comfortable building and maintaining structured IT documentation from scratch.

● Comfortable visiting client office locations and engaging professionally in an on-site environment.

● Microsoft certifications are a plus but not required.

● Must reside within 30 miles of John Wayne Airport (SNA), Orange County, CA.

Preferred Qualifications:

PROFICIENCY IN:

○ Microsoft Active Directory, including Group Policy and Azure Policies

○ Windows Security

○ Microsoft Office 365

○ Meraki Firewalls

○ UniFi Firewalls, Switches, and Access Points

○ Network Troubleshooting

○ Windows RDS

○ SharePoint

○ Egnyte

○ Intune (Microsoft Endpoint Manager)

○ Google Workspace

○ Mac OS

BRITECITY TOOL STACK (TRAINING PROVIDED; PRIOR EXPERIENCE IS A PLUS):

○ ConnectWise Manage — PSA for ticketing, time tracking, and onboarding workflow management

○ IT Glue — Client documentation platform and system of record

○ Process Street — Structured onboarding workflow and task tracking

○ ScreenConnect (ConnectWise Control) — Remote support tool

○ Immybot

○ CW RMM

○ PII Protect/BSN

○ Addigy

FAMILIARITY WITH BRITECITY'S POLARITY SECURITY STACK IS A PLUS:

○ SentinelOne EDR + ThreatLocker (endpoint security)

○ Cisco Umbrella (DNS filtering)

○ Check Point Email & Collaboration / BreachSecureNow (mailbox security and awareness training)

WHAT WE OFFER

We value our team members and offer a comprehensive benefits package to ensure your success and well-being:

● Competitive Pay: $60,000 – $75,000 per year, commensurate with experience.

● Comprehensive Benefits, including:

○ 401(k) Plan

○ Health, Dental, and Vision Insurance

○ Company-Paid Life Insurance

○ Paid Time Off (PTO)

Physical Demands:

This position may occasionally require lifting equipment up to 25 pounds.

Work Environment:

· Hybrid role based in Orange County, CA (Team Member will be required to work from the Irvine HQ for their first 90 Days)

· Travel to client sites as required

The company will provide reasonable accommodations to enable individuals with disabilities to perform the essential functions of the job, in compliance with ADA and FEHA.

Equal Employment Opportunity Statement

The organization is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, gender identity or expression, sexual orientation, age, disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by federal, state, or local law.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you reside within 30 miles of John Wayne Airport (SNA) in Orange County, CA?

Experience:

• Managed Service Provider: 2 years (Preferred)
• IT: 3 years (Required)

License/Certification:

• Microsoft or COMPTIA certification (Preferred)

Work Location: Hybrid remote in Irvine, CA 92614