Company Description
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Job Description
Position Summary:
Do you love working with technology and have a desire to grow and learn in the IT field? If so, Trupanion is looking for an experienced Support Technician to join the Trupanion IT team! We strive to remove technical barriers, whilst providing industry-leading customer service, to enable users achieve success in their roles.
This position is open to candidates in the Altrincham area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.
Responsibilities
1. Provide technical support to Trupanion team members both professionally and efficiently, maintaining a high degree of customer service.
2. To take ownership of user problems and be proactive when dealing with team member issues
3. Escalate advanced technical issues, and work with system owners to resolve these issues.
4. Perform internal processes for tasks such as remote access assistance and provide answers to common inquiries, while working in an Active Directory environment.
5. Design processes to improve the support experience and levels of self-service
6. Create accurate documentation, both internal and external facing.
7. Coordinate communication between users and other IT staff/groups.
8. Ensure compliance with established IT and company policies and procedures
9. Drive improvements in workflow, procedures, and processes
Qualifications:
Experience:
10. IT Support related experience, typically aligned with at least three years of related professional work experience
Skills
11. Excellent technical skills gained with relevant experience in a service support function
12. Good customer service, communication, and people skills
13. Familiar with any VDI environment (Citrix, VDI, RDP)
14. Following and creating process documentation
15. Committed to personal development and self-improvement
16. Self-starter that brings both interpersonal skills and creative problem-solving skills
17. Comprehensive knowledge of Office 365 and Windows 10-11
18. Familiarity with Linux & Apple OSx
19. Batch script, PowerShell, or basic programming operations
20. Good knowledge of domain management applications or MDM technologies
21. Good working knowledge of networking and hardware standards
22. Solid understanding of security concepts, principles and practices
Education, Registration & Certification:
23. Bachelor’s degree, or related qualification/s
Compensation:
24. The base salary for this position is £30,000 (GBP) on a full-time schedule.
25. Along with base salary, Trupanion employees may be eligible for monthly bonuses.
26. We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
Benefits and Perks:
27. Bonus opportunities
28. Private medical insurance and health cash plans
29. 33 days annual leave including bank holidays
30. Five-week sabbatical after five years of employment
31. Restricted Stock Units
32. Open, casual, and fun office environment
33. Cycle to work scheme
34. Life Insurance, Critical Illness Cover and Group Income Protection
35. Lifestyle Spending Account
36. Various Employee Assistance Programmes including Mental Health Support, Medical Referrals, Legal and Financial Support and Perks