Senior IT Field Engineer - Automation & Global Support

Palo Alto Networks, Inc.

Greater London

Hybrid

GBP 60,000 - 90,000

Full time

2 days ago

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Job summary

Palo Alto Networks, Inc. is seeking a Senior Service Desk / Field Engineer to join our IT Service Desk team. You will own complex issues, drive automation, and partner with global IT squads to improve reliability and user experience.

The role focuses on local site support while coordinating with Americas, EMEA, and APAC teams. You will manage end-user services including Google Workspace, endpoint management (Mac/Windows), collaboration tools (Zoom/Slack), identity services (Okta, CyberArk), and

Qualifications

BA/BS in Information Technology or equivalent.

Responsibilities

Lead resolution of high-impact and complex technical issues across desktop, network, and SaaS environments.
Own end-user services such as Google Workspace, endpoint management (Mac, Windows), collaboration tools, identity services, and secure access.
Design, develop, and maintain automation scripts to reduce manual effort and improve service metrics.
Collaborate with network, systems, and security teams to support local IT infrastructure and onboarding of new technologies.
Lead field support operations for workstation provisioning, network connectivity, and executive-level support.
Create and maintain knowledge base articles, runbooks, and SOPs to promote global consistency.
Analyze Service Desk trends and propose improvements to reduce ticket volumes.
Leverage AI-assisted tools to enhance incident triage and automation.