LTC Level 3 Engineer – Endpoint & Legacy Platform Support, Tampa, FL - NW Shore Blvd, Florida, United States

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.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
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Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.