LTC Level 3 Engineer

About the Role

Provide advanced Level 3 technical support for complex and recurring endpoint, infrastructure, and legacy-platform issues. 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.

Requirements & Tech Stack

• 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

Qualifications

• 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

Salary Range: $99,000 - $115,000 yearly, dependent on experience and qualifications.

This position is eligible for Cognizant’s discretionary annual incentive program.

Benefits include Medical/Dental/Vision/Life Insurance, Paid holidays plus Paid Time Off, 401(k) plan, Long-term/Short-term Disability, Paid Parental Leave, and Employee Stock Purchase Plan.