Level 3 Technical Support

Job Role – Level 3 Technical Support

Location – Jacksonville FL. 5 days onsite.

Interview – 1 internal video + 1 internal In-person interview + 1 client interview

Must have skills : Autonomous task delivery, End User computing, deskside support

Contract

Job Description :

1.Level 3 Technical Support & Escalation Act as the senior escalation point for complex Tier 2 and Tier 3 EUC incidents.

Diagnose and resolve complex Windows, application, endpoint, mobility, printing and user-environment issues.

Provide remote and on-site technical support for critical business situations.

Support field technicians and junior engineers with complex technical escalations.

Troubleshoot issues that require deeper investigation beyond standard service desk procedures.

2. Endpoint Engineering & Management Manage and support enterprise endpoint platforms including:

Microsoft Configuration Manager / SCCM Microsoft Intune and Co-Management Windows Autopilot VMware Workspace ONE Jamf Pro Support Windows endpoint lifecycle management, configuration, compliance and policy deployment.

Develop and maintain Windows images, task sequences and deployment processes.

Support Windows 10/11 migrations, upgrades and refresh programs.

3. Application Packaging & Deployment Develop, maintain and troubleshoot enterprise application packages.

Manage application deployment through Configuration Manager and/or Intune.

Establish packaging, testing and regression standards.

Troubleshoot failed application deployments and identify underlying causes.

Work with application vendors on complex application-related issues.

4. Virtual Desktop Support Provide Level 3 support for Azure Virtual Desktop and Citrix Virtual Apps & Desktops.

Troubleshoot profile, login, application delivery, performance and connectivity issues. Analyze recurring virtual desktop problems and drive permanent resolution.

Work with infrastructure teams on underlying platform dependencies.

5. Microsoft 365 & Identity Provide advanced troubleshooting across Microsoft 365 services, including:

Exchange Online Teams SharePoint Online Entra ID Troubleshoot authentication, access and endpoint-related issues.

Collaborate with identity and infrastructure teams on complex incidents.

6. Problem Management & Continuous Improvement Perform root-cause analysis for recurring incidents.

Identify and eliminate repeat incident drivers.

Maintain and prioritize an improvement backlog.

Conduct regular incident trend and top-driver reviews.

Develop permanent fixes rather than relying on repeated incident resolution. Identify opportunities for automation and operational efficiency.

7. Field & Conference Room Support Provide technical support to distributed field teams and business locations.

Support conference rooms, meeting rooms and associated audio-visual technologies.

Troubleshoot meeting-start failures and recurring AV issues.

Support enterprise printing and multifunction device environments, including print servers and queues.