Technical Support Engineer II

Everyone is welcome here. Each of us is unique, and that’s what makes us amazing. We believe in inclusiveness and celebrating each person’s individuality, because there’s power in bringing people with different points of view and life experiences together. That’s why we provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

So, bring yourself and your best ideas; when we feel safe and comfortable being ourselves, there’s no limit to what we can achieve.

IN A NUTSHELL…

The Technical Support Engineer will work as a part of the Parallel Team in providing a full range of IT Support to users throughout the Enterprise and specializing in support of O365, device management (Intune), network infrastructure, computer hardware, and software applications. The Technical Support Engineer will respond to end user support tickets and writing Application Support SOP’s. The position requires flexible work hours with regular travel in the assigned area.

Parallel is one of the largest multi-state cannabis companies in the world, owning and operating in three markets: Florida (Surterra Wellness), Massachusetts (NETA), and Texas (Goodblend). If you enjoy companies that are growing, moving fast, and constantly challenging themselves to achieve more, then Parallel is for you. We work hard, lean on each other, and are passionate about an ambitious vision … pioneering a new paradigm of what well-being can be for all people, everywhere. For more information, visit www.liveparallel.com.

WHAT YOU WILL BE DOING

• Setup and support hardware including, but not limited to, desktop and laptop computers, printers, tablets, and phones.
• Assist with a variety of end-user support requests including password resets, printing challenges, systems access, and application troubleshooting ensuring that the IT department meets agreed upon SLAs while providing world class support.
• Configure applications as needed by the business.
• Provide end user support via phone, email, and other company remote access platforms.
• Triage technical requests submitted via phone, email, or web tickets and escalate as required.
• Track support tickets via the company’s ticketing system.
• Update and maintain Help Desk Documentation.
• Own cross-functional support with various IT teams and other departments for development and implementation of systems
• Operate all IT services according to management protocols and Service Level Agreements.

• Work on assigned projects within stated timelines while maintaining ticket queues and associated SLAs.

• Assist with maintenance of a robust WAN, LAN, and Wi-Fi network for corporate HQ, DC’s, retail locations, and other remote offices
• Provide after-hours and weekend/holiday support as part of the team on-call rotation.
• Escalate Application issues internally and to 3rd party vendors as needed and follow to resolution; providing prompt follow up to the user and 3rd party vendor.
• Provide IT management escalations to outstanding issues and problems as needed to resolve and correct.
• Comply with policies and procedures as specified in the Parallel Employee Policy Manual and Quality Management System.
• Manages own inventory levels of IT hardware and escalates when a part shortage occurs.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

EXPERIENCE AND SKILLS YOU’LL BRING

Required

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Minimum 2 years providing technical support
• Good knowledge of general IT support tools and processes.
• A willingness to travel which may be required from time to time and may be on short notice.
• Willingness to work nights and/or weekends as part of the on-call rotation.
• Excellent English verbal/written and strong communication skills.
• Self-Starter, team player and service excellence mindset.

Preferred

• Ability to communicate complex technical terms to all levels of users, in a non-technical manner.
• Extensive knowledge of O365 Administration a plus.
• Foundational knowledge of Endpoint Management systems (i.e. Intune) a plus.
• Working knowledge of network technologies
• Exposure to retail technical environments and operations is highly desirable, or other related experience in supply chain or e-commerce environments.
• Continuously improve upon technical skill sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service
• Ability to diagnose and troubleshoot complex hardware and software issues independently.
• Think outside of the box to suggest innovative ideas for process improvements.
• Be an independent and fast learner.
• Deal with ambiguity and thrive in a fast-paced business environment.

PHYSICAL REQUIREMENTS

• Must be able to remain in a stationary position 75% of the time. 
• The person in this position occasionally needs to move about inside the office to access filing cabinets, office machinery, etc.  
• Constantly operates a computer and other office productivity machinery 
• The person in this position frequently communicates with other employees/customers. Must be able to exchange accurate information in these situations. 

YOU WILL BE SUCCESSFUL IF YOU…

• Are self-motivated; micro-managing isn’t fun for anyone
• Roll your sleeves up and do the work; strategy is important, but so is getting stuff done
• Can work fast and be flexible; our industry is always changing
• Play nice with others; we collaborate with each other a lot
• Think creatively; sometimes, the “traditional” solution is not the best one

WHAT YOU GET

• Employee discount
• Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
• Tuition Reimbursement Programs
• Pet Insurance
• Chance to make a difference; Employee Relief Fund, community volunteerism through our Parallel Cares program

PARALLEL IS UNITED BY OUR VISION, Mission, & Values

Our Vision – why we exist – is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

Our Mission – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

Our Values – Integrity | Collaboration | Alignment | Intentionality | Accountability | Agility

We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

Disclaimer

Parallel reserves the right to change or assign other duties to this job description. Your employment with Parallel is a voluntary one and is subject to termination by you or Parallel at will, with or without cause, and with or without notice, at any time.  Nothing in this document shall be interpreted to be in conflict with or to eliminate or modify in any way the employment-at-will status of Parallel associates.