Sr IT Systems Engineer

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

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

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 SaaS 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, CyberArk), and secure access (VPN).
• Automation Leadership: Design, develop, and maintain advanced automation scripts and workflows (PowerShell, 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

• 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, CyberArk, or similar).
• Endpoint & Systems Management: Expert‑level understanding of macOS 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 (ServiceNow 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 [e-mail].

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.