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
Key Responsibilities
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, 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: 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
Required Qualifications
Professional Background: Typically requires up to 3-5 yrs of experience and a BA/BS in Information Technology or equivalent, hands-on experience in a Service Desk or Field Support role.
Technical Skills: Strong in areas such as Google Workspace administration, endpoint management, Zoom, and identity/access management tools.
System Knowledge: Hands on 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.
Continuous Growth: Naturally curious and proactive in adopting new support technologies and improving daily IT operations.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$93,200.00 - $150,700.00/yr
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t 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 accommodations@paloaltonetworks.com.
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
