IT Field Engineer

Palo Alto Networks•Office - USA - CA - Headquarters, CA

23h•$80,000 - $130,000•Onsite

About The Position

The Team Information Technology Job Summary We are seeking a skilled Service Desk / Field Engineer to join our IT Service Desk team. In this role, you’ll provide high-quality, hands-on support for end-user technologies, local office infrastructure, and collaboration tools. You will partner closely with teammates across multiple global regions while primarily supporting users and systems at your local site. You’ll play an active role in enhancing support processes, implementing automation, and ensuring every employee’s technology experience is seamless and secure. This is an in office role in our HQ, Santa Clara, CA

Requirements

Typically requires a BA/BS in Information Technology or equivalent, hands-on experience in a Service Desk or Field Support role.
Proficiency in areas such as Google Workspace administration, endpoint management, Zoom, and identity/access management tools.
Knowledge of supporting macOS and Windows devices, SaaS applications, VPN, and enterprise collaboration platforms.
Working knowledge of scripting (PowerShell, Python, or similar) or using automation tools to streamline IT operations.
Proven commitment to exceptional user support, balancing empathy, technical accuracy, and efficiency.
Naturally curious and proactive in adopting new support technologies and improving daily IT operations.

Responsibilities

Deliver responsive, customer-focused IT assistance for software, hardware, and collaboration system issues, including Google Workspace, Zoom, and Slack.
Troubleshoot, identify systemic issues, and recommend improvements to reduce downtime and ticket volume.
Maintain and support core services, including Google Workspace, endpoint management (macOS, Windows), networking, VPN, and access management tools (Okta, CyberArk).
Update documentation, runbooks, and knowledge base articles to ensure consistency across the global service desk team.
Develop or modify automation scripts (PowerShell, Python, or similar) to streamline routine tasks and improve operational efficiency.
Provide on-site support for end-user devices, conference room A/V setups, office network connectivity, and workstation provisioning.
Communicate effectively and empathetically with users, ensuring timely resolutions and a positive support experience.
Experiment responsibly with AI technologies to assist with troubleshooting, data collection, and proactive issue detection.