Associate It Admin

Summary

Join Palo Alto Networks' Global Service Desk Team as an IT Desktop Support Team Member in Bangalore, supporting EMEA regions remotely. You will provide technical troubleshooting and resolution for hardware and software issues, utilizing your multitasking and communication skills. This fast-paced role requires analytical and agile problem-solving abilities to adapt to evolving business needs. The position involves remote support for PC and Mac platforms, video conferencing applications, and other IT-related inquiries. You will follow standard operating procedures, escalate issues appropriately, and manage your workflow through an IT ticketing system. This role is crucial in reinforcing the company's 24/7 global service desk support.

Requirements

• Any degree in tech or related discipline or equivalent military experience
• Must have 2+ years of relevant experience in IT admin roles
• 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
• Recent hands-on technical experience with Windows 11, Mac OSX, Google Workspace, Microsoft Active Directory, system imaging, VPN, basic networking, network connectivity including 802.11x, PC and Apple hardware, and mobile devices
• Recent experience with remote access and remote-control tools to support remote employees. Zoom, MS Remote Desktop, etc

Responsibilities

• Provide remote IT troubleshooting and incident resolution support services for PC and Mac platforms including video conference applications, printers/copiers settings, IP phone systems as well as smartphone devices, general IT hardware/software, and accessories related inquiries from EMEA regions
• Provide business application support where standard operating procedures are defined
• Base level understanding of IT infrastructure including networking and ability to build, configure, and support them with the guidance from SMEs
• Follow SOP documentation and escalate issues appropriately to higher-level or respective staff
• Manage individual workflow and maintain current ticket queue via IT ticketing system
• Participate in ad-hoc data gathering and documentation activities for the urgent support requirements and continuous process improvements
• Develop and maintain a productive and professional relationships with user base

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities