At a Glance
- Tasks: Lead complex IT support, optimise services, and drive automation in a collaborative environment.
- Company: Join Palo Alto Networks, a leader in cybersecurity innovation and impact.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse teams, mentorship opportunities, and a commitment to continuous learning.
- Why this job: Make a real difference in cybersecurity while working with cutting-edge technology.
- Qualifications: 5-7 years in IT support, strong technical skills, and a passion for problem-solving.
The predicted salary is between 60000 - 80000 £ per year.
Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life.
We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking.
Here, everyone has a voice, and every idea counts.
If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person.
That’s why most of our teams work from the office full time, with flexibility when it’s needed.
This model supports real‑time problem‑solving, stronger relationships, and the kind of precision that drives great outcomes.
- Job Summary
- Your Career
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.
- Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
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
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.
StudySmarter Expert Advice🤫
We think this is how you could land Sr IT Systems Engineer in London
✨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 values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Palo Alto Networks 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.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Palo Alto Networks!
✨Direct Apply to Palo Alto Networks
Let's not forget to apply directly through the Palo Alto Networks website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Sr IT Systems Engineer in London
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.
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. 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
✨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.
