IT Support Technician II

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.

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

• Provide technical support to Trupanion team members both professionally and efficiently, maintaining a high degree of customer service.

• To take ownership of user problems and be proactive when dealing with team member issues
• Escalate advanced technical issues, and work with system owners to resolve these issues.
• Perform internal processes for tasks such as remote access assistance and provide answers to common inquiries, while working in an Active Directory environment.
• Design processes to improve the support experience and levels of self-service
• Create accurate documentation, both internal and external facing.
• Coordinate communication between users and other IT staff/groups.
• Ensure compliance with established IT and company policies and procedures
• Drive improvements in workflow, procedures, and processes

Qualifications:

Experience:

• IT Support related experience, typically aligned with at least three years of related professional work experience

Skills

• Excellent technical skills gained with relevant experience in a service support function
• Good customer service, communication, and people skills
• Familiar with any VDI environment (Citrix, VDI, RDP)
• Following and creating process documentation
• Committed to personal development and self-improvement
• Self-starter that brings both interpersonal skills and creative problem-solving skills
• Comprehensive knowledge of Office 365 and Windows 10-11
• Familiarity with Linux & Apple OSx
• Batch script, PowerShell, or basic programming operations
• Good knowledge of domain management applications or MDM technologies
• Good working knowledge of networking and hardware standards
• Solid understanding of security concepts, principles and practices

Education, Registration & Certification:

• Bachelor's degree, or related qualification/s

Compensation:

• The base salary for this position is £30,000 (GBP) on a full-time schedule.
• Along with base salary, Trupanion employees may be eligible for monthly bonuses.
• 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:

• Bonus opportunities
• Private medical insurance and health cash plans
• 33 days annual leave including bank holidays
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, and fun office environment
• Cycle to work scheme
• Life Insurance, Critical Illness Cover and Group Income Protection
• Lifestyle Spending Account
• Various Employee Assistance Programmes including Mental Health Support, Medical Referrals, Legal and Financial Support and Perks

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

Additional Information

Benefits and Perks:

• Bonus opportunities
• Private medical insurance and health cash plans
• 33 days annual leave including bank holidays
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, and fun office environment
• Cycle to work scheme
• Life Insurance, Critical Illness Cover and Group Income Protection
• Lifestyle Spending Account
• Various Employee Assistance Programmes including Mental Health Support, Medical Referrals, Legal and Financial Support and Perks

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

Client-provided location(s): Manchester, United Kingdom

Job ID: Trupanion-744000078998805

Employment Type: FULL_TIME

Posted: 2025-08-30T18:30:00