Tier 3 Service Desk Engineer

Platinum Technologies

. Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier 3 technical support for endpoint migration and management, with strong troubleshooting skills in Windows 10/11 and Microsoft 365 environments. Proficient in utilizing Microsoft Intune, MECM/SCCM, and other endpoint management technologies to ensure seamless device operations and compliance.

Highest-signal resume keywords

Tier 3 Technical SupportMicrosoft IntuneMECM/SCCMWindows 10/11 TroubleshootingIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Endpoint ManagementWindows 10/11Microsoft 365Active Directory/Entra IDGroup PolicyDNSDHCPTCP/IPVPNDevice Configuration

Soft Skills

Excellent Communication SkillsCollaborationProblem-Solving

Tools & Technologies

Microsoft IntuneMECM/SCCMAutopilotVPNEndpoint Security Controls

Certifications & Qualifications

Active Secret Clearance8570 Compliance

Industry Keywords

Enterprise IT SupportDesktop EngineeringService Desk OperationsEndpoint MigrationTechnical Documentation

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

Provide Tier 3 technical support for endpoint migration, deployment, provisioning, and post-migration stabilization
Troubleshoot complex Windows endpoint issues involving operating systems, drivers, applications, profiles, authentication, networking, peripherals, and device configuration
Support device replacement, operating system upgrades, hardware refreshes, profile/data migration, application deployment, and user cutover
Investigate and resolve migration failures, deployment errors, application compatibility issues, configuration problems, and recurring endpoint incidents
Serve as the escalation point for Tier 1 and Tier 2 Service Desk teams and provide technical guidance and knowledge transfer
Partner with Endpoint Engineering and other technical teams to identify root causes and develop remediation strategies
Support Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), Autopilot, or comparable endpoint management technologies
Troubleshoot Microsoft 365, Teams, Outlook, OneDrive, authentication, VPN, printing, and other endpoint services
Assist with endpoint security controls, including device compliance, encryption, endpoint protection, and security policy troubleshooting
Develop and maintain technical documentation, knowledge articles, troubleshooting procedures, and migration runbooks
Analyze incident and migration data to identify trends, recurring failures, and opportunities for automation or process improvement
Participate in migration waves, cutovers, hypercare, and scheduled deployment activities
Coordinate with vendors and third-party support organizations when escalation is necessary
Ensure incidents and service requests are accurately documented and resolved according to service management processes

Requirements

What you’ll need

Candidates must hold an active Secret clearance
Requires High School Diploma or equivalent and 2+ years of prior relevant experience
5+ years of experience in enterprise IT support, desktop engineering, endpoint management, or service desk operations
Demonstrated experience providing Tier 3 / advanced technical support in a large enterprise environment
Strong troubleshooting experience with Windows 10/11 endpoints and Microsoft 365
Hands-on experience with Microsoft Intune, MECM/SCCM, Autopilot, Group Policy, and Active Directory/Entra ID
Experience supporting enterprise endpoint migrations, hardware refreshes, operating system upgrades, or large-scale device deployments
Strong understanding of DNS, DHCP, TCP/IP, VPN, Wi-Fi, and authentication
Experience troubleshooting endpoint applications, drivers, peripherals, certificates, profiles, and system configuration
Ability to analyze logs and system information to isolate complex technical issues
Strong incident management, problem management, and root-cause analysis skills
Must maintain and be 8570 compliant
Excellent written and verbal communication skills
Ability to work independently while collaborating effectively across technical teams

Benefits

Comp & perks

Professional and leadership development
Occasional after-hours support when required