Sr IT Systems Engineer

Salary: £70,000 - 90,000 per year

Requirements:

• We typically require a BA/BS in Information Technology or equivalent experience.
• We look for 3–5 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles.
• We need deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services such as Okta or CyberArk.
• We expect expert-level knowledge of macOS and Windows configuration, patching, policy enforcement, and MDM tools such as Intune or JAMF.
• We require strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices.
• We value demonstrated experience developing automation scripts and using AI-based tools or APIs to improve Service Desk workflows.
• We look for the ability to interpret data from ticketing systems and dashboards such as ServiceNow to drive measurable performance improvements.
• We seek a customer-centric approach with strong service delivery and empathy toward end users.
• We value experience collaborating across global IT functions and time zones, including 24/5 support coverage.
• We want someone who actively seeks opportunities to learn emerging tools, cloud platforms, and AI advancements in digital workplace support.

Responsibilities:

• We lead the resolution of high-impact and complex technical issues across desktop, network, and SaaS environments.
• We perform in-depth root cause analysis and implement long-term remediations.
• We manage and optimize end-user services including Google Workspace, endpoint management for Mac and Windows, collaboration tools, identity management, and secure access.
• We design, develop, and maintain automation scripts and workflows to reduce manual effort and improve service metrics.
• We partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
• We lead field support operations for our site, including workstation provisioning, network connectivity, A/V systems, and executive-level support.
• We author and maintain knowledge base articles, support runbooks, and SOPs that promote global consistency and knowledge sharing.
• We analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
• We use AI-assisted tools to enhance incident triage, automate common workflows, and proactively identify optimization opportunities.
• We provide technical guidance and mentorship to junior engineers and field technicians within local and global Service Desk teams.

Technologies:

• AI
• Cloud
• Support
• macOS
• Network
• Security
• ServiceNow
• Slack
• TCP/IP
• VPN
• Windows
• Fabric
• PowerShell
• Python

More:

We are Palo Alto Networks, and our mission is to protect our digital way of life by solving real-world problems with cutting-edge technology and bold thinking. We are a cybersecurity company driven by Disruption, Collaboration, Execution, Integrity, and Inclusion, and we weave AI into everything we do to amplify impact. We believe collaboration thrives in person, so most of our teams work from the office full time with flexibility when needed. This role is based in our London office in the United Kingdom and is full time. We are committed to diversity, equal opportunity, and providing reasonable accommodations for qualified individuals with disabilities. We do not sponsor work visas for this position.

last updated 34 week of 2026