At a Glance
- Tasks: Lead complex tech issue resolutions and optimise end-user services with innovative tools.
- Company: Join a forward-thinking IT team focused on collaboration and growth.
- Benefits: Competitive salary, flexible work options, and opportunities for professional development.
- Other info: Dynamic environment with a focus on continual learning and career advancement.
- Why this job: Make a real impact by enhancing workplace technology and supporting users globally.
- Qualifications: 5-7 years in IT roles with strong skills in Google Workspace and automation scripting.
The predicted salary is between 50000 - 70000 £ per year.
Senior Service Desk / Field Engineer – Responsibilities & Qualifications
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.
Responsibilities
- Lead the resolution of high‑impact and complex technical issues across desktop, network, and Saa S environments, performing root‑cause analysis and implementing long‑term remediations.
- Manage and optimize key end‑user services, including Google Workspace, endpoint management (Mac, Windows), collaboration tools (Zoom, Slack), identity services (Okta, Cyber Ark), and secure access (VPN).
- Design, develop, and maintain advanced automation scripts and workflows (Power Shell, Python, or similar) to reduce manual effort and improve service metrics.
- Partner with network, system, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
- Lead field support operations for the local site, including workstation provisioning, network connectivity, A/V systems, and executive‑level support.
- Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing.
- Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
- Use AI‑assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization.
- Provide technical guidance and mentorship to junior engineers and field technicians.
Qualifications
- Bachelor’s degree in Information Technology or a related field and 5–7 years of progressive experience in IT Service Desk, Field Support, or End‑User Computing roles.
- Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services (Okta, Cyber Ark, or similar).
- Expert‑level understanding of mac OS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF).
- Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.
- Demonstrated experience in developing automation scripts and utilizing AI‑based tools or APIs to optimize Service Desk workflows.
- Ability to interpret data from ticketing systems and dashboards (Service Now or similar) to drive measurable performance improvements.
- Customer‑centric mindset with a balance of technical excellence and empathy toward end‑users.
- Experience collaborating across global IT functions and time zones to support 24/5 coverage and shared initiatives.
- Continual learning orientation, actively seeking opportunities to improve with emerging tools, cloud platforms, and AI advancements.
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Sr IT Systems Engineer in City of Westminster employer: Palo Alto Networks
At CyberArk, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. As an Enterprise Customer Success Manager, you will benefit from our commitment to employee growth through continuous learning opportunities and a focus on professional development. Located in a vibrant tech hub, our team enjoys a dynamic environment that encourages innovation and the sharing of ideas, making it an ideal place for those seeking meaningful and rewarding employment.
