The Role
Provide IT support for Rover's European workforce, ensuring Help Desk SLAs are met while managing user accounts, hardware, and software support. Participate in IT projects and maintain team documentation.
Summary Generated by Built In
Who we are:
Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being 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. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
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
Rover is an equal-opportunity employer committed to promoting a diverse, inclusive, and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances.
Top Skills
Atlassian
Basic Lan/Wan Networking
Google
Jira Service Management
Macs
Okta
Windows
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The Company
What We Do
At Rover, everyone has ownership of their work and the opportunity to make a true impact. We believe that being diverse and inclusive is key to our success and encourage every employee to share their unique perspective while being their true self. We believe everyone deserves the unconditional love of a pet, and Rover exists to make it easier to experience that love. We’re supporting dog owners and empowering dog sitters to run thriving pet-care businesses in your neighborhoods. The Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe.
