At a Glance
- Tasks: Lead complex IT support, optimise services, and automate workflows for a global team.
- Company: Join a diverse and innovative tech company focused on enhancing user experience.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a commitment to diversity and continuous learning.
- Why this job: Make a real impact by solving high-stakes technical challenges and mentoring others.
- Qualifications: 5-7 years in IT support, strong skills in Google Workspace, and automation expertise.
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 accommodations@paloaltonetworks. com.
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 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.
StudySmarter Expert Advice🤫
We think this is how you could land Sr IT Systems Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Palo Alto Networks, Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Palo Alto Networks, Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace Sr IT Systems Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Palo Alto Networks, Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Palo Alto Networks, Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Palo Alto Networks, Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
