IT Support Specialist, Australia

We’re looking for an IT Support Specialist to join Procore’s End User Support Team. 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.As a successful IT Support Specialist, you will be eager to learn, share knowledge, self-manage and execute 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 to the Senior Manager, IT support and will be based in our Sydney Australia office. We’re looking for someone to join us immediately.What you’ll do:Understand all aspects of end-user support and technical/functional capabilitiesManage 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 and managing own queue of tickets according to SLAs and agreed proceduresPerform 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.).Support office AV events by providing and supporting technical solutions.Actively transfer knowledge throughout the organisation, participate in knowledge-sharing projects to develop best practices, conduct technology/application deep dive sessions, and mentor junior staff and new hires Fully support compliance requirements such as MDM enrollments, physical hardware handling procedures and ensure work is documented by ticketsContinuously strives to improve our service offering for end users, assisting with improvement and education in a specialised focus area that shifts quarterlyIncrease personal technical knowledge through development time, focusing on system features and identifying opportunities to add value to the businessWhat we’re looking for: 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 and 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 with strong attention to detail and a high degree of self-motivation and task management skillsThe ability to collaborate cross-departmentally to help identify trends and areas of potential improvement in IT services offered to the businessAssociate’s or Bachelor's Degree in Computer Science, MIS, IT or related discipline or equivalent experienceThoughtful communicator with excellent verbal and written communication skillsMust be able to lift at least 25 lbs and read a 24” monitor at a resolution of 1920x1080