Senior Enterprise Technical Systems Engineer

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 hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. Team Blurb: LinkedIn’s Elite Support team is looking for a Senior Enterprise Technical Systems Engineer based in Bengaluru, India 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. 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. Be the go-to person for first and second level support agents to represent automation needs in their space globally. 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. 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: 5+ years in a large-scale infrastructure role. Experience with Azure / Office 365 Suite Implementation / Integration. Experience with virtual desktops and applications. Experience with Networks 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: Microsoft 365 administration (Exchange, Teams, SharePoint) macOS, Windows, iOS, and Android endpoint support ServiceNow ITSM (incidents, problems, knowledge, change) Incident response and root cause analysis AI fluency (Copilot, Claude) for diagnostics and workflow automation India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit 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: . India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit 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: . India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit 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: . India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit 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: . India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit Global Data Privacy Notice and Compliance Posters for Job Candidates Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: . India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit Global Data Privacy Notice and Compliance Posters for Job Candidates Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: . 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. LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities, and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume. We transform lives through innovative products and technology.