Senior IT Service Desk & Field Engineer – AI Automation

Alto; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

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

This role focuses on local site support while collaborating with global operations across regions. The position emphasizes hands‑on technical work, process improvement, and proactive problem solving.

Qualifications

• BA/BS in Information Technology or equivalent.
• 5–7 years of progressive experience in IT Service Desk, Field Support, or End‑User Computing roles.
• Proficient in Google Workspace administration, Zoom/Slack management, 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.
• Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize workflows.
• Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar).
• Proven Customer Centricity with strong collaborative skills across time zones.

Responsibilities

• Lead resolution of high‑impact, complex IT issues across desktop, network, and SaaS environments.
• Own end‑user services like Google Workspace, endpoint management, and collaboration tools.
• Design, develop, and maintain automation scripts to reduce manual work and improve metrics.
• Collaborate with network, systems, and security teams to support local IT infra and onboarding.
• Lead field support operations for workstation provisioning, network, and A/V systems.
• Create and maintain knowledge base articles, runbooks, and SOPs for global consistency.
• Analyze Service Desk trends to identify gaps and drive efficiency improvements.
• Leverage AI‑assisted tools to improve incident triage and automate workflows.

Skills

Google Workspace admin

Zoom/Slack management

Okta/CyberArk identity services

macOS & Windows management

MDM tools (Intune, JAMF)

Networking & security basics

Automation scripts & AI tools

ServiceNow / ticketing analytics

Customer-centric service

Cross-functional collaboration

Continuous learner

Education

BA/BS in Information Technology or equivalent

Job description

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

This role focuses on local site support while collaborating with global operations across regions. The position emphasizes hands‑on technical work, process improvement, and proactive problem solving.