LTC Level 3 Engineer – Endpoint & Legacy Platform Support

About the job

Job Title: LTC Level 3 Engineer – Endpoint & Legacy Platform Support

Location: Remote ( anywhere in USA)

Role Purpose

Provide advanced Level 3 technical support for complex and recurring endpoint, infrastructure, and legacy-platform issues that cannot be resolved by L1/L2 teams. Own technical investigation, root-cause analysis, remediation, and cross-team coordination through resolution.

Key Responsibilities

Advanced Technical Support

• Diagnose and resolve complex escalated issues across Intune, Entra ID, SCCM/MECM, Autopilot, Citrix, VDI, endpoint security, deployments, patching, compliance, print services, DNS, and specialized business applications.
• Provide technical guidance to L1/L2 teams for complex and recurring incidents.

Problem Management & Root Cause Analysis

• Perform root-cause analysis for recurring or high-impact technical issues.
• Develop safe fixes and workarounds and coordinate testing before implementation.
• Document corrective and preventive actions to minimize repeat incidents.

Endpoint Management

• Manage endpoint compliance and remediation activities.
• Support OS upgrades, hardware refreshes, endpoint-health monitoring, security remediation, and warranty coordination.
• Troubleshoot device, software, login, and peripheral-related issues.

Project & Deployment Support

• Support Entra ID migrations and endpoint deployment activities.
• Perform device setup, reimaging, old-device collection, and equipment returns.
• Support workstation setup, cabling coordination, and Smart Hands activities.

Legacy & Business-Critical Platform Support

• Support NYCHA daily transaction processing.
• Support Risk Connect BI reporting.
• Administer and troubleshoot Kofax Capture.
• Recover PDF and export-related services when required.
• Support Messageway/B2B file transfers.
• Perform client-report reruns and scheduling/rescheduling activities.

Cross-Team Coordination

• Work with Infrastructure, Security, Network, Application, Development, Vendor, and Operations teams.
• Provide complete technical evidence during escalations.
• Maintain ownership and coordination until technical resolution.

Documentation & Knowledge Management

• Create and maintain technical runbooks, SOPs, known-error records, and knowledge articles.
• Document recurring issues and resolutions.
• Transfer knowledge to L1/L2 teams to improve first-time resolution and reduce unnecessary escalations.

Business Continuity Support

• Support Disaster Recovery and CAT activities.
• Assist with rapid deployment of laptops, Cloud PCs, and other technical resources during critical business events.

Required Technical Skills

• Microsoft Intune
• Microsoft Entra ID
• SCCM/MECM
• Windows Autopilot
• Citrix and VDI
• Windows endpoint administration
• Endpoint security and compliance
• OS deployment and patching
• DNS and print services
• Hardware and peripheral troubleshooting
• Strong incident troubleshooting and root-cause analysis
• Experience supporting legacy or business-critical applications

Key Competencies

• Advanced troubleshooting and analytical skills
• Strong incident ownership
• Root-cause analysis and problem-solving
• Cross-functional team coordination
• Clear technical documentation
• Knowledge-sharing and mentoring
• Ability to handle critical and high-impact incidents
• Strong stakeholder communication

Escalation Standards

The L3 Engineer should ensure technical escalations contain sufficient information, including business impact, affected scope, reproduction steps, errors, screenshots/logs, device/software details, recent changes, troubleshooting completed, SLA urgency, and user availability.

Salary and Benefits

The Salary for this position will be $99,000 and $115, 000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.