Senior IT Support Specialist

About the role

Procore is seeking a Senior IT Support Specialist to join its Product & Technology team in Cairo. You will deliver world‑class IT support to employees across all locations, ensuring reliable technology solutions and exceptional service.

Key responsibilities

• Manage a fast‑paced IT operations environment, resolving tickets while meeting SLAs.
• Provide end‑user support for Windows, macOS, Android, iOS devices and related peripherals.
• Administer enterprise productivity platforms such as Google Workspace, Slack, Zoom, and manage Active Directory and Okta.
• Troubleshoot hardware, software, networking, and endpoint issues, including conference room AV systems.
• Mentor team members, document best practices, and support onboarding of new staff.
• Ensure compliance with IT policies, security standards, MDM enrollment, hardware lifecycle, and asset tracking.
• Identify and implement process improvements to enhance the end‑user experience.

Required profile

• Minimum 2 years experience in IT Support, End‑User Services, or Help Desk.
• Hands‑on experience with Windows, macOS, Android, and iOS devices.
• Familiarity with ITIL/ITSM incident, request, and problem management.
• Strong customer‑service orientation and ability to work in a collaborative environment.

Required skills

• Windows and macOS operating systems
• Android and iOS mobile platforms
• Active Directory
• Okta
• Google Workspace
• Zoom and Slack
• LAN, WAN, wireless networking, VPN basics
• ITIL/ITSM frameworks
• MDM enrollment and device management