Senior IT Support Specialist at procore – EG - Egypt - Cairo | Jobyssey

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.

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