Desktop Support Specialist

Company Description

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
Our Executive IT Support aids our Executive staff, both local and remote, providing technical troubleshooting and resolution to any and all computer, hardware, and software issues. As an Executive IT Support in the JAPAC IT Team, you will use your multitasking abilities and expert communication skills to follow through on all tickets and projects while maintaining a positive, professional, customer service mind-set you’ve always provided your customers.

**Your Impact**:

- Provide white glove support for all aspects of user account setup and maintenance, system patching, antivirus, system imaging, break / fix on PC and Mac platforms, video conference equipment, printers / copiers, phone systems and general IT hardware / software
- Follow SOP documentation and escalate issues appropriately to higher level staff
- Manage individual workflow and maintain current ticket queue via IT ticketing system
- Provide Mobile support for iOS and Android devices
- Develop and maintain productive and professional relationship with user base, including VIPs
- Provide IT support for large company meetings to include audio-visual operational functions and support
- Be on-call for escalated requests occurring during non-business hours
- Lead projects that advance the capabilities of our Executives and support staff

**Qualifications**:

- Strong service-oriented mentality is a must. Excellent communication/interpersonal skills, ability and willingness to learn and cross train with other IT staff members required.
- Strong background in real time collaboration tools including Zoom, Google Meet, MS Teams, Slack and similar chat platforms
- Recent hands-on technical experience with Windows 10, Windows 7, Microsoft Office Suite, MacOS, Microsoft Active Directory, Microsoft Exchange/Office 365, G-Suite, system imaging, VPN, basic networking, network connectivity including 802.11x, PC and Apple hardware, and mobile devices.
- Fundamental understanding of networking technologies and OSI model
- Recent experience with remote access and RDP remote-control tools to support remote employees. MS Remote Desktop, etc.
- Experience with producing large company meetings and with AV equipment
- Knowledge with ServiceNow, Microsoft Deployment Toolkit, JAMF, SCCM. LANDESK, AirWatch, Okta, Zoom Video Conferencing
- Manage Side projects as required (eg. remote events)

**Competencies**:

- Ability to go ‘above and beyond’, and provide white glove service
- Be very responsive with high level of patience
- Multi-tasking / multiple hats
- Prioritization skills
- Speed and competence within stressful environment
- Resourcefulness

Additional Information

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.

**Covid-19 Vaccination Information for Palo Alto Networks Jobs**
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:

- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.