Sr. Enterprise Technical Systems Engineer

LinkedIn•New York, NY

3d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.