Principal Engineer Software (Prisma Access)

We are seeking a skilled Service Desk / Field Engineer to join our IT Service Desk team. In this role, you'll provide high-quality, hands-on support for end-user technologies, local office infrastructure, and collaboration tools. You will partner closely with teammates across multiple global regions while primarily supporting users and systems at your local site.

You'll play an active role in enhancing support processes, implementing automation, and ensuring every employee's technology experience is seamless and secure.

Your Impact

• End-User Support: Deliver responsive, customer-focused IT assistance for software, hardware, and collaboration system issues, including Google Workspace, Zoom, and Slack.
• Root Cause Analysis: Troubleshoot complex or recurring problems, identify systemic issues, and recommend improvements to reduce downtime and ticket volume.
• Service Ownership: Maintain and support core services, including Google Workspace, endpoint management (macOS, Windows), networking, VPN, and access management tools (Okta, CyberArk).
• Process Improvement: Create and update documentation, runbooks, and knowledge base articles to ensure consistency across the global service desk team.
• Automation & Scripting: Develop or modify automation scripts (PowerShell, Python, or similar) to streamline routine tasks and improve operational efficiency.
• Field Engineering Support: Provide on-site support for end-user devices, conference room A/V setups, office network connectivity, and workstation provisioning.
• Customer Experience Excellence: Communicate effectively and empathetically with users, ensuring timely resolutions and a positive support experience.
• AI & Innovation: Experiment responsibly with AI technologies to assist with troubleshooting, data collection, and proactive issue detection.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Professional Background: Typically requires a BA/BS in Information Technology or equivalent, with 2+ years of hands-on experience in a Service Desk or Field Support role.

• Technical Skills: Strong proficiency in Google Workspace administration, endpoint management, Zoom, and identity/access management tools.
• System Knowledge: Experience supporting macOS and Windows devices, SaaS applications, VPN, and enterprise collaboration platforms.
• Automation Aptitude: Working knowledge of scripting (PowerShell, Python, or similar) or using automation tools to streamline IT operations.
• Customer Focus: Proven commitment to exceptional user support, balancing empathy, technical accuracy, and efficiency.
• Team Collaboration: Comfortable working within a global support model, partnering across time zones and regions to provide consistent service delivery.
• Continuous Growth: Naturally curious and proactive in adopting new support technologies and improving daily IT operations.
• Language Skills: Business level Spanish and English both in written and verbal