Associate IT Administrator

Summary

Join Palo Alto Networks' Global Service Desk team as an IT Desktop Support Team Member! In this fast-paced role, you will provide remote technical troubleshooting and resolution for hardware and software issues to global customers. You will utilize your multitasking and communication skills to manage tickets and projects while maintaining a positive customer service approach. The position requires 2+ years of relevant IT admin experience and hands-on technical expertise with various platforms and tools. This role is based in Bangalore and supports AMER regions during specific shift schedules. The company offers a high-performance culture, personalized learning opportunities, and various wellbeing programs.

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 AMER 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