Senior IT Field Engineer: Global Support & Automation

Palo Alto Networks, Inc.; Madrid; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Palo Alto Networks seeks a skilled Service Desk / Field Engineer to join our IT Service Desk team in Madrid. You will provide hands-on support for end-user technologies, local office infrastructure, and collaboration tools at your local site.

You will collaborate with teammates across global regions, implement automation, and ensure a seamless, secure technology experience for employees. Fluency in Spanish and English is required, with 2+ years in service desk or field support.

Qualifications

• BA/BS in Information Technology or equivalent, with 2+ years 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.

Responsibilities

• End-User Support: Deliver responsive IT assistance for software, hardware, and collaboration system issues (Google Workspace, Zoom, Slack).
• Root Cause Analysis: Troubleshoot complex problems and recommend improvements to reduce downtime and ticket volume.
• Service Ownership: Maintain and support core services including Google Workspace, endpoint management (macOS, Windows), VPN, and Okta/CyberArk.
• Process Improvement: Create and update documentation, runbooks, and knowledge base articles.
• Automation & Scripting: Develop scripts (PowerShell, Python) to streamline tasks and improve efficiency.
• Field Engineering Support: Provide on-site support for end-user devices, conference room A/V setups, and network connectivity.
• Customer Experience Excellence: Communicate effectively with users to ensure timely resolutions.
• AI & Innovation: Experiment with AI technologies to assist troubleshooting and proactive issue detection.

Skills

Service Desk

Google Workspace

Endpoint Management

Windows

macOS

PowerShell/Python scripting

VPN/Identity & Access Mgmt

Education

BA/BS in Information Technology

Tools

Okta

CyberArk

Zoom

Job description

Palo Alto Networks seeks a skilled Service Desk / Field Engineer to join our IT Service Desk team in Madrid. You will provide hands-on support for end-user technologies, local office infrastructure, and collaboration tools at your local site.

You will collaborate with teammates across global regions, implement automation, and ensure a seamless, secure technology experience for employees. Fluency in Spanish and English is required, with 2+ years in service desk or field support.