Senior IT Field Engineer — AI-Driven End-User Support

Palo Alto Networks, Inc.; Royal Borough of Greenwich; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Job summary

Palo Alto Networks, Inc. is seeking a Senior Service Desk / Field Engineer to join our IT Service Desk team. You will serve as a technical expert and key contributor to end-user support and workplace technology services, owning complex issues and scalable solutions.

You will primarily support the local site while collaborating with global operations teams across the Americas, EMEA, and APAC, driving improvement, and mentoring junior staff.

Qualifications

• BA/BS in Information Technology or equivalent.
• 6–8 years progressive IT Service Desk, Field Support, or End-User Computing experience.
• Strong Google Workspace administration and collaboration tools experience.
• Experience with identity services such as Okta or CyberArk.

Responsibilities

• In-depth troubleshooting of complex desktop, network, and SaaS issues.
• Own key end-user services, including Google Workspace and collaboration tools.
• Develop and maintain automation scripts to reduce manual work.
• Collaborate with global IT teams to ensure service reliability.
• Lead field support operations and site onboarding.
• Create and maintain knowledge bases and runbooks.

Skills

Google Workspace administration

Zoom/Slack management

Identity services (Okta, CyberArk)

macOS & Windows management

MDM tools (Intune, JAMF)

Networking & VPN basics

Automation & AI integration

Data and analytics from tickets

Customer-focused service

Education

BA/BS in Information Technology or equivalent

Tools

ServiceNow

Google Workspace

Okta / CyberArk

Intune / JAMF

VPN / TCP/IP

Job description

Palo Alto Networks, Inc. is seeking a Senior Service Desk / Field Engineer to join our IT Service Desk team. You will serve as a technical expert and key contributor to end-user support and workplace technology services, owning complex issues and scalable solutions.

You will primarily support the local site while collaborating with global operations teams across the Americas, EMEA, and APAC, driving improvement, and mentoring junior staff.