IT Field Engineer

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.

Information Technology

• 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, Cyber Ark).
• Create and update documentation, runbooks, and knowledge base articles to ensure consistency across the global service desk team.
• Develop or modify automation scripts (Power Shell, 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.

• 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.

• Working knowledge of scripting (Power Shell, 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.

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/commissioned 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 – $/yr

Is role eligible for Immigration Sponsorship? No. We will not sponsor applicants for work visas for this position.

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.