At a Glance
- Tasks: Lead complex IT support, optimise services, and automate workflows for a global team.
- Company: Join a leading tech firm committed to innovation and diversity.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with mentorship opportunities and a focus on continuous learning.
- Why this job: Make a real impact by enhancing user experience and driving tech solutions.
- Qualifications: 5-7 years in IT support, strong technical skills, and a passion for problem-solving.
The predicted salary is between 50000 - 70000 £ per year.
Job Summary
We are seeking an experienced Senior Service Desk / Field Engineer to join our IT Service Desk team.
You will serve as a technical expert and a key contributor to the delivery, optimization, and automation of end-user support and workplace technology services.
You’ll take full ownership of complex issues, implement scalable support solutions, and partner with global IT teams to strengthen system reliability and user experience.
This role blends hands‑on technical execution with strategic problem‑solving and process improvement.
You will primarily support the local site while collaborating with global operations teams across the Americas, EMEA, and APAC.
- Your Impact
- Advanced
Troubleshooting: Lead the resolution of high‑impact and complex technical issues across desktop, network, and Saa S environments.
Perform in‑depth root cause analysis and implement long‑term remediations.
- Service
Ownership: Manage and optimize key end‑user services, including Google Workspace, endpoint management (Mac, Windows), collaboration tools (Zoom, Slack), identity management (Okta, Cyber Ark), and secure access (VPN).
- Automation
Leadership: Design, develop, and maintain advanced automation scripts and workflows (Power Shell, Python, or similar) to reduce manual effort and improve service metrics.
- Infrastructure
Collaboration: Partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
- Field Engineering Excellence: Lead field support operations for your site, including workstation provisioning, network connectivity, A/V systems, and executive‑level support.
- Process & Documentation: Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing.
- Continuous Improvement: Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
- AI & Data‑Driven Insights: Use AI‑assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization.
- Mentorship & Collaboration: Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams.
Qualifications
- Your Experience
- Professional
Background: Typically requires a BA/BS in Information Technology or equivalent and 5–7 years of progressive experience in IT Service Desk, Field Support, or End‑User Computing roles.
- Technical Expertise: Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services (Okta, Cyber Ark, or similar).
- Endpoint & Systems Management: Expert‑level understanding of mac OS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF).
- Networking & Security: Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.
- Automation & AI Integration: Demonstrated experience in developing automation scripts and utilizing AI‑based tools or APIs to optimize Service Desk workflows and improve support efficiency.
- Analytical Skills: Ability to interpret data from ticketing systems and dashboards (Service Now or similar) to drive measurable performance improvements.
- Customer Centricity: Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end‑users.
- Cross‑Functional Collaboration: Experience working across global IT functions and time zones, contributing to 24/5 support coverage and shared initiatives.
- Continuous Learner: Actively seeks opportunities to improve with emerging tools, cloud platforms, and AI advancements in digital workplace support.
We are committed to providing reasonable accommodations for all qualified individuals with a disability.
If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer.
We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
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Sr IT Systems Engineer in London employer: Palo Alto Networks, Inc.
Palo Alto Networks is an exceptional employer that fosters a culture of innovation and collaboration, where every employee's voice is valued. With a commitment to diversity and inclusion, the company offers meaningful work in a remote setting, allowing you to engage with cutting-edge technology while enjoying opportunities for professional growth across the EMEA region. Join a team that not only prioritises impactful solutions but also supports your development in the rapidly evolving field of cybersecurity.
