Your First 90 Days at an MSP: Complete Checklist

Starting at a new MSP is overwhelming. Between learning new systems, meeting the team, and managing client expectations, the first 90 days set the tone for your entire tenure. Here's a structured approach.

Week 1: Orientation & Access

Day 1-2: Setup

• [ ] Receive all login credentials (email, PSA, RMM, documentation platform)
• [ ] Set up multi-factor authentication on all accounts
• [ ] Verify VPN access works from your workstation
• [ ] Get added to relevant Teams channels and distribution lists
• [ ] Review and sign the acceptable use policy
• [ ] Understand your role and reporting structure
• [ ] Get introduced to your team and direct manager

Day 3-5: First Tickets

• [ ] Shadow a senior technician on live tickets
• [ ] Take your first L1 tickets (supervised)
• [ ] Learn the ticket workflow (create → triage → assign → resolve → close)
• [ ] Understand priority classification (P1-P4)
• [ ] Learn how to communicate with clients (phone, email, ticket updates)
• [ ] Review the knowledge base and documentation standards

Week 1 Red Flags to Watch For:

• 🔴 No structured onboarding program
• 🔴 Can't access documentation or knowledge base
• 🔴 No one assigned to help you get started
• 🔴 Immediate pressure to take high-priority tickets alone
• 🔴 No clear explanation of your role or expectations

Week 2-4: Ramp-Up

Technical

• [ ] Learn the PSA system (ConnectWise, Autotask, or similar)
• [ ] Learn the RMM platform (NinjaOne, Datto, Automate, or similar)
• [ ] Understand the documentation system (IT Glue, Hudu, or similar)
• [ ] Review client-specific runbooks and procedures
• [ ] Learn escalation procedures and who to contact for what
• [ ] Complete any required security awareness training
• [ ] Understand the patching and maintenance schedules

People

• [ ] Meet the Service Delivery Manager
• [ ] Meet the NOC/SOC team (if applicable)
• [ ] Meet the Account Managers for your clients
• [ ] Identify your go-to person for technical questions
• [ ] Build relationships with other L1/L2 engineers
• [ ] Understand the team structure and who does what

Process

• [ ] Learn how time tracking works (billable vs non-billable)
• [ ] Understand how tickets are assigned (auto vs manual)
• [ ] Learn the client communication standards
• [ ] Review the escalation matrix
• [ ] Understand on-call expectations and rotation
• [ ] Learn how to request additional resources or tools

Week 2-4 Red Flags:

• 🔴 No documentation or tribal knowledge
• 🔴 Time tracking is chaotic or ignored
• 🔴 Engineers work alone without team support
• 🔴 No clear escalation path
• 🔴 You're expected to bill 100% from day one

Month 2: Independence

Technical

• [ ] Handle L1-L2 tickets independently
• [ ] Complete your first project task or deliverable
• [ ] Attend client meetings with your manager
• [ ] Learn the backup and disaster recovery procedures
• [ ] Understand the security monitoring and alerting setup
• [ ] Review the client's environment before attending calls

Process

• [ ] Understand how client renewals and contracts work
• [ ] Learn the quoting and scoping process
• [ ] Review the change management process
• [ ] Understand the vendor relationship management
• [ ] Learn how quality assurance works (ticket reviews, etc.)

Week 5-8 Red Flags:

• 🔴 You're still doing only L1 work with no growth path
• 🔴 No feedback on your performance
• 🔴 Constant firefighting with no proactive work
• 🔴 Client complaints are common and unresolved
• 🔴 You feel like you're failing but no one is helping

Month 3: Contribution

Performance

• [ ] Handle a reasonable ticket workload (target 25-35 tickets/week for L2)
• [ ] Achieve first contact resolution rate above 70%
• [ ] Maintain SLA compliance
• [ ] Contribute to knowledge base articles
• [ ] Attend at least one client meeting independently
• [ ] Begin working on a project or improvement initiative

Career

• [ ] Have a formal check-in with your manager
• [ ] Discuss your career goals and development plan
• [ ] Identify any certifications you want to pursue
• [ ] Understand the review and promotion process
• [ ] Discuss salary review timeline
• [ ] Get feedback on your performance

Month 3 Red Flags:

• 🔴 No performance review or feedback
• 🔴 Your role has expanded significantly beyond the job description
• 🔴 You're working consistently beyond 40 hours/week
• 🔴 There's no discussion of career progression
• 🔴 You're already feeling burned out

Setting Yourself Up for Success

Documentation Habits

• Document everything — Every ticket, every client interaction, every process
• Create personal runbooks — Note the steps for common tasks
• Build your knowledge base — Future you (and future colleagues) will thank you
• Screenshot procedures — Visual documentation is faster to create and consume

Relationship Building

• Be reliable — If you say you'll do something, do it
• Ask questions — It's expected in the first 90 days
• Offer help — When you have capacity, help teammates
• Be positive — MSP work can be stressful; attitude matters
• Underpromise, overdeliver — Set realistic expectations

Career Protection

• Keep your resume updated — Always
• Maintain your network — Connect with MSP contacts on LinkedIn
• Document your achievements — Quantify your contributions
• Know your contract terms — Notice period, non-compete, salary review dates
• Build a portfolio — Certifications, projects, client feedback

Questions to Ask in Your First Week

1. "What does a typical day look like in this role?"
2. "What are the most common tickets I'll handle?"
3. "What's the escalation process for issues I can't resolve?"
4. "How is performance measured in this role?"
5. "What's the on-call schedule and compensation?"
6. "What's the training budget and certification policy?"
7. "What's the team structure and who are the key people?"
8. "What are the biggest challenges facing the team right now?"
9. "How does career progression work here?"
10. "What would you want me to accomplish in the first 90 days?"

[!TIP] The first 90 days are your best opportunity to ask questions and build habits. After that, there's an expectation that you know how things work. Don't be afraid to ask — it's better to ask now than to make mistakes later.

Related Guides

• MSP Contract Red Flags — Check your contract before you sign
• MSP Interview Questions — Prepare for your interview
• MSP Health Score — Rate your new MSP
• MSP Salary Negotiation — Negotiate your package
• MSP Incident Management — Understand ticket classifications
• PowerShell Automation — Automate repetitive tasks