Senior IT Systems Engineer

Who you are

• Professional Background: Typically requires a BA/BS in Information Technology or equivalent and 3–5 years of progressive experience in IT Service Desk, Field Support, or End-User Computing roles
• Technical Expertise: Deep proficiency in Google Workspace administration, Zoom/Slack management, and identity services (Okta, CyberArk, or similar)
• Endpoint & Systems Management: Expert-level understanding of macOS and Windows configuration, patching, policy enforcement, and MDM tools (Intune, JAMF)
• Networking & Security: Strong knowledge of TCP/IP, VPN, wireless networking, and endpoint security practices
• Automation & AI Integration: Demonstrated experience in developing automation scripts and utilizing AI-based tools or APIs to optimize Service Desk workflows and improve support efficiency
• Analytical Skills: Ability to interpret data from ticketing systems and dashboards (ServiceNow or similar) to drive measurable performance improvements
• Customer Centricity: Demonstrated success in balancing high technical standards with exceptional service delivery and empathy toward end-users
• Cross-Functional Collaboration: Experience working across global IT functions and time zones, contributing to 24/5 support coverage and shared initiatives
• Continuous Learner: Actively seeks opportunities to improve with emerging tools, cloud platforms, and AI advancements in digital workplace support

What the job involves

• We are seeking an experienced Senior Service Desk / Field Engineer to join our IT Service Desk team
• You will serve as a technical expert and a key contributor to the delivery, optimization, and automation of end-user support and workplace technology services
• You’ll 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. You will primarily support the local site while collaborating with global operations teams across the Americas, EMEA, and APAC
• Advanced Troubleshooting: 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
• Service Ownership: 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)
• Automation Leadership: Design, develop, and maintain advanced automation scripts and workflows (PowerShell, Python, or similar) to reduce manual effort and improve service metrics
• Infrastructure Collaboration: Partner with network, systems, and security teams to support local IT infrastructure, site onboarding, and operational readiness for new technologies
• Field Engineering Excellence: Lead field support operations for your site, including workstation provisioning, network connectivity, A/V systems, and executive-level support
• Process & Documentation: Author and maintain advanced knowledge base articles, support runbooks, and team SOPs that promote global consistency and knowledge sharing
• Continuous Improvement: Analyze Service Desk trends, identify service gaps, and propose technical or procedural improvements to increase efficiency and reduce ticket volumes
• AI & Data-Driven Insights: Use AI-assisted tools to enhance incident triage, automate common workflows, and proactively identify opportunities for system optimization
• Mentorship & Collaboration: Provide technical guidance and mentorship to junior engineers and field technicians within the local and global Service Desk teams

Benefits

• Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
• Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
• Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
• Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
• Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
• Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day.

Life at Palo Alto Network