M&A IT Onboarding Support Engineer
Role: M&A IT Onboarding Support Engineer Duration: 12+ months Location: Remote Job Description: 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 Customer's IT environment. The engineer will assist users with onboarding existing MacBook Pro and Windows laptops into the Customer's 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 resource will collaborate with Customer technical teams, project stakeholders, consultants, and support teams to deliver a smooth IT onboarding experience. PRIMARY RESPONSIBILITIES M&A Employee IT Onboarding Provide remote IT onboarding support for employees transitioning into the Customer'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. Endpoint Enrollment and Configuration Enroll supported laptops into AirWatch / Workspace ONE according to Customer requirements. Configure Customer-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 Customer technical team. Operating System and Device Support 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. Remote End-User Support Provide remote technical assistance using Customer-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 Customer support or engineering team. Scheduled and Ad Hoc Onboarding Support 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. Cross-Functional Collaboration Collaborate with Customer 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