Sr IT Executive Support Technician

Palo Alto Networks • Santa Clara, CA

35d • $91,000 - $146,500

About The Position

As an Executive Support Technician, you will be a vital member of our Executive Support Team, providing top-tier technical troubleshooting and resolution for all computer, hardware, and software issues for our executive staff, both local and remote. Your exceptional multitasking abilities and expert communication skills will be critical in managing and resolving all tickets and projects, all while maintaining the positive, professional, and customer-centric mindset you're known for.

Requirements

• Strong 5+ years of experience in supporting Windows 10 and macOS operating systems.
• Microsoft Office Suite (including Office 365/Exchange) and Google Workspace (G-Suite).
• Microsoft Active Directory for user and group management.
• System imaging, VPN, and fundamental networking concepts, including 802.11x Wi-Fi.
• PC and Apple hardware troubleshooting.
• Mobile device support (iOS and Android).
• Demonstrated proficiency with real-time collaboration tools such as Zoom, Google Meet, Microsoft Teams, Slack, and similar chat platforms.
• Solid understanding of networking technologies and the OSI model.
• Current experience with remote access and remote-control tools (e.g., MS Remote Desktop) to effectively support remote employees.
• Proven experience supporting large company meetings and working with AV equipment.
• Familiarity with IT service management platforms like ServiceNow, and deployment/management tools such as Microsoft Deployment Toolkit, JAMF, SCCM, AirWatch, and identity management solutions like Okta.
• A strong service-oriented mentality is essential, coupled with excellent communication and interpersonal skills.
• Ability and willingness to learn and cross-train with other IT staff members is required.

Responsibilities

• Deliver "white glove" technical support across a wide range of areas, including user account setup and maintenance, system patching, antivirus, system imaging, break/fix for PC and Mac platforms, video conference equipment, printers/copiers, phone systems, and general IT hardware/software.
• Adhere to Standard Operating Procedure (SOP) documentation and expertly escalate issues to higher-level staff when appropriate.
• Efficiently manage your individual workflow and maintain a current ticket queue using our IT ticketing system.
• Provide comprehensive mobile support for both iOS and Android devices.
• Cultivate and maintain productive, professional relationships with our user base, especially our VIPs.
• Offer critical IT support for large company meetings, including full audio-visual operational functions and support.
• Participate in an on-call rotation to address escalated requests outside of standard business hours.
• Lead impactful projects that enhance the technical capabilities of our executives and their support staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees