Job description

We’re looking for a Senior IT Support Specialist to join Procore’s Product & Technology team. Procore’s software solutions improve the lives of everyone in construction, and our Product & Technology organization is the driving force behind our innovative, industry-leading global platform. We’re a customer-centric team that brings together Engineering, Product Management, Product Design, Data, Security, and Business Systems to build technology that transforms the construction industry.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. As a senior member of the IT team, you’ll troubleshoot technical issues, support end-user devices, provision new hardware, maintain enterprise systems, and contribute to company-wide IT initiatives. This role reports to the Director, End User Services & ITSM and is based in our Cairo, Egypt office.What You'll Do

• 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.

• 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.