IT Field Engineer

Service Desk / Field Engineer

At Palo Alto Networks®, we're united by a shared mission—to 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 you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

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!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

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.

Key Responsibilities

• Deliver responsive, customer-focused IT assistance for software, hardware, and collaboration system issues, including Google Workspace, Zoom, and Slack.
• Troubleshoot complex or recurring problems, 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).
• Create and 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.

Qualifications

Required Qualifications

• BA/BS in Information Technology or equivalent, with 2+ years of hands-on experience in a Service Desk or Field Support role.
• Strong proficiency in Google Workspace administration, endpoint management, Zoom, and identity/access management tools.
• Experience supporting macOS and Windows devices, SaaS applications, VPN, and enterprise collaboration platforms.
• Proven commitment to exceptional user support, balancing empathy, technical accuracy, and efficiency.
• Must be local to the Bay Area.

Preferred Qualifications

• Working knowledge of scripting (PowerShell, Python, or similar) or using automation tools to streamline IT operations.
• Comfortable working within a global support model, partnering across time zones and regions to provide consistent service delivery.
• 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.

$80,000.00 - $130,000.00/yr

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 View email address on click.appcast.io.

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.