Sr. Enterprise Technical Systems Engineer

Company Description:

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description:

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is on-site, meaning it will be performed in the specified office on a full-time basis due to the business needs of the team. 

This role will be based in our New York City office.

LinkedIn’s Elite Support team is looking for a Senior Enterprise Technical Systems Engineer based in New York to own resolution of the most complex, time-sensitive, and high-visibility employee technology issues. This is a senior exception-handling role for moments when standard playbooks are not enough and the quality of the experience matters as much as the speed of resolution. 

This role delivers high-touch support across devices, productivity tools, executive engagements, and event technology, operating with strong judgment, discretion, and calm execution under pressure. The successful candidate partners effectively across teams to drive durable fixes, improve documentation, and reduce repeat incidents over time. This role requires onsite presence and occasional travel. 

Responsibilities  

• Own resolution of the most complex, time-sensitive, and high-visibility end-user issues (onsite and virtual), leveraging AI-assisted diagnostics to accelerate triage and restore service with confidence and discretion. 
• Resolve Mac, Windows, Android, and iOS edge-case escalations where standard playbooks fall short—triaging ambiguous symptoms, selecting the least-risk path to restore service, and documenting judgment calls to close gaps and reduce future exceptions. 
• Own high-touch outcomes for escalations across enterprise applications (e-mail, calendar scheduling, presentations, browsers, and department-specific tools), using AI to surface probable causes, recommend fixes, and coordinate the right teams until the user is fully unblocked. 
• Lead rapid, calm incident response for video conferencing and event technology escalations—quickly isolating failure points, restoring service in real time, and driving follow-through to prevent recurrence. 
• Deliver white-glove onsite support for executive engagements and high-profile events—owning end-to-end readiness (A/V, connectivity, devices), proactive pre-checks, and rapid issue resolution with minimal disruption. 
• Coordinate high-touch device readiness for critical hires, executive devices, and urgent replacements (mobile phones, peripherals, laptops, desktops), using automation and AI-assisted lifecycle processes to ensure a seamless experience. 
• Feed the system: spot repeat patterns in escalations, capture crisp signals (root causes, steps, gaps), and partner with Platform/Engineering to drive durable fixes and ticket-class elimination over time. 
• Maintain flexibility for extended hours or modified schedules to support planned activities, incident response, and critical deployments—stepping in when impact and visibility are highest. 
• Use operational signals and incident learnings to identify risk, spot trends, and trigger proactive remediation—reducing repeat escalations rather than scaling manual coverage. 
• Create and maintain escalation-ready documentation (runbooks, operational guides, decision trees), optimized for AI search/summarization—capturing judgment calls and edge cases to improve consistency and enable elimination of recurring issues. 
• Partner cross-functionally and hold teams accountable for durable fixes to high-impact issues—driving post-incident follow-through and validating that changes eliminate the underlying ticket class. 
• Assist in the roll-out and deployment of new product features and installations, leveraging testing, automation, and change enablement to support rapid iteration and growth. 
• Work cross-functionally with other business units (e.g., Workplace, Security, HR, Facilities, and Engineering) to coordinate buildouts, initiatives, resolve escalations, and deliver consistent end-user experiences. 
• Function well in a fast-paced, rapidly-changing environment—staying composed in high-pressure moments and using emerging tools to improve outcome quality and reduce repeat escalations. 

Qualifications:

Basic Qualifications  

• B.S./B.A. in a technical field, or equivalent practical experience.  
• Experience owning end-to-end resolution for complex end-user issues and escalations for a global staff. 
• 5+ years of experience in end user support, including ownership of high-severity escalations and executive/high-visibility incident response. 
• Experience with Windows, Mac, iOS, and Android platforms 
• Experience with Office 365 administrative applications  
• Demonstrated experience using AI tools (e.g., Copilot/Claude) to accelerate troubleshooting, create support runbooks/knowledge content, and build/automate workflows. 

Preferred Qualifications  

• 4+ years in a large-scale infrastructure role.  
• Experience with Azure / Office 365 Suite Implementation / Integration. 
• Experience with virtual desktops and applications.  
• Experience with purchasing/procurement processes and budget tracking/forecasting for end-user hardware, peripherals, and support services. 
• Strong interpersonal communication skills (including listening, speaking, and writing) and ability to work well in a diverse, team-focused environment with technical and non-technical partners. 

Suggested Skills:

• End User Support
• Enterprise IT Support
• Office 365

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $95,000 to $158,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.    

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits. 

Additional Information:

Equal Opportunity Statement 

We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance ​

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement ​

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates ​

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

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