IT Support Specialist

Who we are:  At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? Join our pack and come work (and play!) with us. Meet the IT Team: Our team supports the software and hardware that Rover’s workforce relies on to do their jobs. Our IT environment is 100% cloud-based with no on-premise servers. We have team members in both the US and Spain to support Rover’s international workforce. Who we're looking for: We are looking for a hardworking and team oriented IT Support Specialist to join our team in our Barcelona office. The Support Specialist is primarily responsible for providing IT support to Rover's European workforce. Your Responsibilities:

Ensure Help Desk SLAs and ticket volumes are honored

Answer, prioritize and resolve incoming Help Desk incidents/requests while providing an outstanding customer experience

Provide on-site support from our Poblenou Barcelona office, with the option for some occasional flexible work from home.

Provide software support, e.g. user account management, troubleshooting, installation and configuration

Provide hardware support, e.g. laptop provisioning/deprovisioning, break/fix for laptops, A/V equipment, and copiers

Implement and lead AI usage across the company as part of the IT team

Handle onboard/off-boarding tasks for employee lifecycle in collaboration with HR and our Workplace Experience team.

Build and maintain internal team documentation

Participate on special IT projects and initiatives

Your Qualifications:

1+ years of corporate IT Help Desk experience

Experience providing hardware and software support primarily on Macs and some Windows laptops

Experience administering user accounts in corporate applications such as Okta, Google, and Atlassian products

Experience using an IT service management system to manage your work, e.g. Jira Service Management

Experience problem solving basic LAN/WAN networking issues, e.g. wireless performance issues and networking troubleshooting

Experience with the IT tasks associated with on/off-boarding employees/non-employees

Ability to be self-directed and work independently as a member of a team

Strong attention to detail and precision in following set processes

Thrives in a dynamic environment, demonstrating the ability to adapt to evolving priorities and ambiguous situations.

Ability to occasionally work evenings or weekends and lift up to 10 pounds

Fluent in English and able to communicate with vendors in Spanish

Nice to have:

Apple Genius Bar or similar experience

Experience supporting IT General Controls (ITGC) initiatives related to SOX, PCI, CCPA and/or GDPR regulations

Knowledge of Linux, iOS or Android troubleshooting

Familiarity with AI usage in enterprise applications, prompt engineering, etc.

Why we'll hire you:

Qualified for the position and your values align with Rover's Core Values

A fast learner that can quickly pick up new technologies

An excellent support specialist who wants to get even better

A superb communicator

Good at embracing a problem, but also knows when to seek help

Eager to improve processes and seek out solutions to team pain-points

Able to work independently

Benefits of Working at Rover.com:

Long-term incentive plan with a company performance-based cash payout

Pension plan

Private medical insurance

25 days PTO

Meal allowance and flexible compensation plan (transport and nursery)

Gym membership

€450 to cover the costs associated with the adoption of a pet

Annual €150 wellness reimbursement

Flexible work hours, sometimes you'll need to be in at certain times, but on the whole, we're pretty flexible when it comes to managing workload and time

Grab snacks, fresh fruit, in our kitchen to keep yourself going 

Regular team activities, events, game nights, and more

Dog-friendly office