IT Support Technician

Job Description

We’re looking for an IT Support Specialist to provide world-class service to our colleagues across all Procore locations. In this role, you’ll drive employee productivity by equipping and supporting our company's technology and IT Operations.

As an integral member of the IT team, you’ll resolve issues, answer questions, provide laptop support, provision new computers, and assist with company-wide IT initiatives. Successful candidates are eager to learn, share knowledge, self manage and execute on our incident handling processes to keep our IT services running optimally for our users. Solid technical, analytical, and troubleshooting skills are required to thrive in our hyper-growth SaaS environment.

This position reports into Senior IT Support Manger and will be based in our Heredia, Costa Rica. We’re looking for someone to join us immediately.

What you’ll do: 

• Manages tasks and projects in a fast-paced operations environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution.
• Manages own queue of tickets according to SLAs and agreed procedures.
• Perform tasks related to the day-to-day operations of several large implemented enterprise business systems, including operation, training, troubleshooting, diagnosing and supporting these systems (Google Workplace, Windows, Mac OS, Slack, etc.).
• Supports office AV events by providing and supporting technical solutions.
• Actively transfers knowledge throughout the organization, participates in knowledge sharing projects to develop best practices, conducts technology/application deep dive sessions, and mentors junior staff and new hires.
• Fully supports compliance requirements such as MDM enrollments, physical hardware handling procedures and ensuring work is documented by tickets.
• Continuously strives to improve our service offering for end users, assisting with improvement and education in a specialized focus area that shifts quarterly.
• Increase personal technical knowledge through development time, focusing on system features and identifying opportunities to add value to the business.

What we’re looking for: 

• Minimum of 3 years experience in an IT support role.
• Experience with managing incidents, requests, and problems according to an ITIL/ITSM framework.
• Demonstrated experience supporting devices and peripherals running on Windows, OSX, Android, and iOS.
• Hands-on experience with IT systems such as Active Directory, Okta, Google Workspace, Zoom, Slack, and related technologies with an understanding of computer networks (LAN/WAN/wireless/VPN).
• Strong customer service attitude and a genuine desire to help others.
• The ability to collaborate cross departmentally to help identify trends and areas of potential improvement in IT services offered to the business.
• Strong attention to detail and a high degree of self-motivation and task management skills.
• Associate’s or Bachelor's Degree in Computer Science, MIS, IT or related discipline or equivalent experience.
• Thoughtful communicator with excellent verbal and written communication skills.
• Must be able to lift at least 25 lbs and read a 24” monitor at a resolution of 1920x1080.

Additional Information

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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