Senior IT Field Engineer: Hybrid Ops & Automation

Jobs Paloaltonetworks; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Palo Alto Networks is hiring a Senior Service Desk / Field Engineer to join the IT Service Desk team in the UK. You’ll own complex issues, drive automation, and partner with global IT teams to enhance reliability and user experience.

You will support local site operations while collaborating with teams across the Americas, EMEA, and APAC, delivering proactive, customer-focused end-user services and continuous improvement.

Qualifications

• Typically requires a BA/BS in Information Technology or equivalent and 3–5 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles.
• Deep proficiency in Google Workspace administration and identity services (Okta, CyberArk).
• Experience with macOS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF).
• Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.

Responsibilities

• Lead high-impact troubleshooting across desktop, network, and SaaS environments; perform root cause analysis and long-term remediations.
• Own end-user services including Google Workspace, endpoint management, and collaboration tools (Zoom/Slack).
• Design, develop, and maintain automation scripts to reduce manual effort and improve metrics.
• Collaborate with network, systems, and security teams to support local IT infrastructure and onboarding of new tech.
• Lead field support operations for site provisioning, connectivity, and executive-level support.
• Create and maintain knowledge base articles, runbooks, and SOPs to promote global consistency.
• Mentor junior engineers and field technicians within local and global Service Desk teams.
• Utilize AI-assisted tools to enhance incident triage and proactive system optimization.

Skills

Google Workspace administration

Identity services

macOS and Windows configuration

MDM tools

Networking basics

Automation & AI integration

Ticket data analysis

Customer-centric service

Cross-functional collaboration

Problem solving

Education

BA/BS in Information Technology or equivalent

Tools

PowerShell

Python

ServiceNow

JAMF

Intune

Okta

CyberArk

Job description

Palo Alto Networks is hiring a Senior Service Desk / Field Engineer to join the IT Service Desk team in the UK. You’ll own complex issues, drive automation, and partner with global IT teams to enhance reliability and user experience.

You will support local site operations while collaborating with teams across the Americas, EMEA, and APAC, delivering proactive, customer-focused end-user services and continuous improvement.