Senior IT Field Engineer - In-Office Santa Clara

Palo Alto Networks; Santa Clara (CA); On-site; USD 93,000 - 151,000; Full time

Job summary

Palo Alto Networks is seeking a Senior IT Field Engineer to join our IT Service Desk at our Santa Clara HQ. You will provide high-quality hands-on support for end-user technologies, local office infrastructure, and collaboration tools, partnering with teams across global regions while primarily supporting users at your local site.

You’ll help enhance support processes, implement automation, and ensure a secure, seamless technology experience for every employee.

Qualifications

• Typically requires up to 3-5 years of experience in a Service Desk or Field Support role.
• Hands-on experience supporting macOS and Windows devices, SaaS apps, VPN, and enterprise collaboration platforms.
• Strong experience with Google Workspace, endpoint management, Zoom, and identity/access management tools.

Responsibilities

• Deliver end-user IT support for software, hardware, and collaboration systems (Google Workspace, Zoom, Slack).
• Troubleshoot issues, identify root causes, and suggest improvements to reduce downtime and ticket volume.
• Maintain and support core services including VPN, endpoint management, and access management tools (Okta, CyberArk).
• Update documentation, runbooks, and knowledge articles for consistency across the service desk.
• Develop or modify automation/scripts (PowerShell, Python) to streamline tasks.
• Provide on-site field support for devices, conference room A/V, and office network connectivity.
• Communicate effectively with users to ensure timely resolutions and a positive experience.
• Experiment responsibly with AI technologies to aid troubleshooting and data collection.

Skills

Strong troubleshooting

Customer focus

Automation aptitude

Proactive learning

Education

BA/BS in Information Technology or equivalent

Tools

Google Workspace administration

Endpoint management

Zoom

Identity & access management tools

Job description

Palo Alto Networks is seeking a Senior IT Field Engineer to join our IT Service Desk at our Santa Clara HQ. You will provide high-quality hands-on support for end-user technologies, local office infrastructure, and collaboration tools, partnering with teams across global regions while primarily supporting users at your local site.

You’ll help enhance support processes, implement automation, and ensure a secure, seamless technology experience for every employee.