Senior M&A IT Onboarding Support Engineer - Remote / Telecommute

Job Title: Senior M&A IT Onboarding Support Engineer - Remote / Telecommute

Job Location: San Jose, CA

Job Type: Contract

Pay Range: $25.00hr - $30.00hr

Job Overview:

The M&A IT Onboarding Support Engineer will provide remote Hands and Eyes and end-user computing support for employees transitioning from another organization into the organization s IT environment. The engineer will assist users with onboarding existing MacBook Pro and Windows laptops into the environment, including device enrollment, application configuration, operating system troubleshooting, reimaging, and post-onboarding validation. This position requires a strong Deskside Support / End User Computing background with excellent customer service, communication, troubleshooting, and multitasking skills. The candidate will collaborate with technical teams, project stakeholders, consultants, and support teams to deliver a smooth IT onboarding experience.

Primary Skills:

• Desktop Support: 5+ years.
• Windows: 5+ years.
• Mac OS: 5+ years.
• Migration: 5+ years.

Secondary Skills:

• Racking: 2+ years.
• Stacking: 2+ years.

Responsibilities:

• Provide remote IT onboarding support for employees transitioning into the organization s IT environment.
• Support users with existing MacBook Pro and Windows laptops from their previous organization.
• Guide users through endpoint onboarding and configuration activities.
• Ensure devices are appropriately configured and operational following onboarding.
• Deliver a professional and positive employee experience.
• Enroll supported laptops into AirWatch / Workspace ONE according to the organization s requirements.
• Configure client-specific applications using designated deployment tools.
• Verify required applications and configurations are successfully deployed and functioning.
• Troubleshoot device enrollment, configuration, and application deployment issues.
• Escalate unresolved issues to the appropriate technical team.
• Provide technical support for macOS and Windows endpoints.
• Diagnose and troubleshoot hardware, operating system, application, and configuration issues.
• Perform operating system reinstallation or device reimaging when required.
• Complete device enrollment following OS reinstallation or reimaging as necessary.
• Validate device functionality after remediation and onboarding.
• Provide remote technical assistance using approved support and collaboration tools such as Bomgar, Microsoft Teams, Slack, or comparable tools.
• Guide users through technical steps clearly and effectively.
• Support users with varying levels of technical knowledge.
• Maintain professional, customer-focused communication during support interactions.
• Escalate issues requiring specialized assistance to the appropriate support or engineering team.
• Participate in scheduled remote onboarding sessions as defined by the project.
• Support 3 scheduled onboarding sessions per day, with a maximum of 20 employees per session.
• Support unscheduled, ad hoc, and individual one-to-one onboarding sessions as required.
• Effectively manage multiple users and onboarding activities.
• Identify onboarding blockers and prioritize troubleshooting appropriately.
• Coordinate with project resources to maintain an efficient onboarding flow.
• Escalate issues that cannot be resolved during onboarding sessions.
• Collaborate with technical teams, consultants, project stakeholders, and other support teams involved in M&A onboarding.
• Coordinate troubleshooting involving endpoint management, applications, operating systems, connectivity, and other onboarding dependencies.
• Clearly communicate technical issues, troubleshooting performed, current status, and required next steps during escalations.
• Adapt to changes in onboarding requirements, processes, technical dependencies, and project priorities.
• Work independently while maintaining effective collaboration with the project team.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities