IT Field Engineer

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre 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!

Job Summary

Your Career

We are seeking a skilled Service Desk / Field Engineer to join our IT Service Desk this role youll 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.

Youll play an active role in enhancing support processes implementing automation and ensuring every employees technology experience is seamless and secure.

Your Impact

• End-User Support: Deliver responsive customer-focused IT assistance for software hardware and collaboration system issues including Google Workspace Zoom and Slack.

• Root Cause Analysis: Troubleshoot complex or recurring problems identify systemic issues and recommend improvements to reduce downtime and ticket volume.

• Service Ownership: Maintain and support core services including Google Workspace endpoint management (macOS Windows) networking VPN and access management tools (Okta CyberArk).

• Process Improvement: Create and update documentation runbooks and knowledge base articles to ensure consistency across the global service desk team.

• Automation & Scripting: Develop or modify automation scripts (PowerShell Python or similar) to streamline routine tasks and improve operational efficiency.

• Field Engineering Support: Provide on-site support for end-user devices conference room A/V setups office network connectivity and workstation provisioning.

• Customer Experience Excellence: Communicate effectively and empathetically with users ensuring timely resolutions and a positive support experience.

• AI & Innovation: Experiment responsibly with AI technologies to assist with troubleshooting data collection and proactive issue detection.

Qualifications

• Professional Background: Typically requires a BA/BS in Information Technology or equivalent with 2 years of hands-on experience in a Service Desk or Field Support role.

• Technical Skills: Strong proficiency in Google Workspace administration endpoint management Zoom and identity/access management tools.

• System Knowledge: Experience supporting macOS and Windows devices SaaS applications VPN and enterprise collaboration platforms.

• Automation Aptitude: Working knowledge of scripting (PowerShell Python or similar) or using automation tools to streamline IT operations.

• Customer Focus: Proven commitment to exceptional user support balancing empathy technical accuracy and efficiency.

• Team Collaboration: Comfortable working within a global support model partnering across time zones and regions to provide consistent service delivery.

• Continuous Growth: Naturally curious and proactive in adopting new support technologies and improving daily IT operations.

• Language Skills: Business level Spanish and English both in written and verbal

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .

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.