Senior IT Support Specialist

Position:
Senior IT Support Specialist

Company:
Procore Technologies

Location:
Egypt, Cairo

Employment type:
Full-time

Short Summary:
We’re looking for a Senior IT Support Specialist to join Procore’s Product & Technology team. In this role, you’ll provide world-class IT support to employees across all Procore locations, helping drive productivity by delivering reliable technology solutions and exceptional customer service.

Responsibilities:
- Manage tasks and projects in a fast-paced IT operations environment, driving issues to resolution with a strong focus on customer satisfaction and operational excellence.
- Manage and prioritize your support ticket queue while consistently meeting established SLAs and support procedures.
- Administer and support enterprise productivity platforms, including Google Workspace, Windows, macOS, Slack, Zoom, and other business-critical applications.
- Troubleshoot, diagnose, and resolve hardware, software, networking, and endpoint-related issues.
- Support conference room technology and office audiovisual (AV) systems to ensure successful meetings and company events.
- Serve as a technical mentor by sharing knowledge, conducting technology deep dives, documenting best practices, and supporting the onboarding of new team members.
- Ensure compliance with IT policies and security standards, including MDM enrollment, hardware lifecycle management, asset tracking, and accurate ticket documentation.
- Continuously identify opportunities to improve the end-user support experience, contributing to process improvements and user education initiatives.
- Expand technical expertise through ongoing learning and professional development while identifying opportunities to improve business efficiency through technology.

Requirement:
- 2+ years of experience in an IT Support, End User Services, or Help Desk role.
- Strong experience managing incidents, service requests, and problem management within an ITIL/ITSM framework.
- Hands-on experience supporting Windows, macOS, Android, and iOS devices and their associated peripherals.
- Experience administering enterprise technologies such as Active Directory, Okta, Google Workspace, Zoom, Slack, and related collaboration tools.
- Solid understanding of networking fundamentals, including LAN, WAN, wireless networking, VPNs, and basic network troubleshooting.
- Exceptional customer service skills with a passion for delivering an outstanding employee experience.
- Proven ability to collaborate cross-functionally to identify trends, improve support processes, and enhance IT services.
- Strong analytical and troubleshooting skills with excellent attention to detail.
- Highly organized, self-motivated, and able to manage multiple priorities in a dynamic environment.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Associate's or Bachelor's degree in Computer Science, Information Technology, MIS, or a related field, or equivalent practical experience.
- Ability to lift up to 25 lbs (11 kg) and comfortably work with a 24-inch monitor at a resolution of 1920×1080 as part of normal job responsibilities.

Benefits:
- Comprehensive range of benefits and perks for full-time employees, including generous paid time off and leave options, healthcare coverage, and career development programs.