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About the Role

Serve as a technical expert and key contributor to the delivery, optimization, and automation of end-user support and workplace technology services. Take full ownership of complex issues, implement scalable support solutions, and partner with global IT teams to strengthen system reliability and user experience. This role blends hands-on technical execution with strategic problem-solving and process improvement.

Responsibilities

Lead the resolution of high-impact and complex technical issues across desktop, network, and SaaS environments.
Perform in-depth root cause analysis and implement long-term remediations.
Manage and optimize key end-user services, including Google Workspace, endpoint management (Mac, Windows), collaboration tools (Zoom, Slack), identity management (Okta, CyberArk), and secure access (VPN).
Design, develop, and maintain advanced automation scripts and workflows (PowerShell, Python, or similar) to reduce manual effort and improve service metrics.
Partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies.
Lead field support operations for your site, including workstation provisioning, network connectivity, A/V systems, and executive-level support.
Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing.
Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes.
Use AI-assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization.
Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams.

Requirements

Typically requires a BA/BS in Information Technology or equivalent and 5–7 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles.
Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency.
Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar) to drive measurable performance improvements.
Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users.
Experience working across global IT functions and time zones, contributing to 24/5 support coverage and shared initiatives.
Actively seeks opportunities to improve with emerging tools, cloud platforms, and AI advancements in digital workplace support.

Skills

Google Workspace administration
Zoom/Slack management
Identity services (Okta, CyberArk, or similar)
macOS configuration
Windows configuration
Patching
Policy enforcement
MDM tools (Intune, JAMF)
TCP/IP
VPN
Wireless networking
Endpoint security practices
PowerShell scripting
Python scripting
AI-based tools
APIs
ServiceNow

Location

Local site

Work Type

Full time
In-person

Experience Level

Senior
5-7 years

Education Level

BA/BS in Information Technology or equivalent

About the Company

Our Mission 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.
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.
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.

Equal Opportunity

We are committed to providing reasonable accommodations for all qualified individuals with a disability.
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.