Sr IT Field Engineer

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

2d•$93,200 - $150,700•Onsite

About The Position

Palo Alto Networks is seeking a Senior IT Field Engineer to join its IT Service Desk team. The role provides hands-on support for end-user technologies, local office infrastructure, and collaboration tools, working with teammates across global regions while primarily supporting users and systems at the local site. The engineer will help improve support processes, implement automation, and provide a seamless and secure employee technology experience. This is an in-office role at the company’s headquarters in Santa Clara, California.

Requirements

Typically, up to 3–5 years of experience and a BA/BS in Information Technology or equivalent, hands-on experience in a Service Desk or Field Support role.
Strong skills in areas such as Google Workspace administration, endpoint management, Zoom, and identity/access management tools.
Hands-on experience supporting macOS and Windows devices, SaaS applications, VPN, and enterprise collaboration platforms.
Working knowledge of scripting with PowerShell, Python, or similar, or experience using automation tools to streamline IT operations.
A demonstrated commitment to exceptional user support, balancing empathy, technical accuracy, and efficiency.
Curiosity and initiative in adopting new support technologies and improving daily IT operations.

Responsibilities

Deliver responsive, customer-focused assistance for software, hardware, and collaboration system issues, including Google Workspace, Zoom, and Slack.
Troubleshoot issues, identify systemic root causes, and recommend improvements to reduce downtime and ticket volume.
Maintain and support Google Workspace, macOS and Windows endpoint management, networking, VPN, and access management tools such as Okta and CyberArk.
Update documentation, runbooks, and knowledge base articles to support consistency across the global service desk team.
Develop or modify automation scripts using PowerShell, Python, or similar tools 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 to deliver timely resolutions and a positive support experience.
Experiment responsibly with AI technologies to support troubleshooting, data collection, and proactive issue detection.