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LTC Level 3 Engineer – Endpoint & Legacy Platform Support

00071099302

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.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
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The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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