Technical Support Engineer II

Parallel • Tampa, FL

2d • Onsite

About The Position

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, assist in User Acceptance Testing and writing Application Support SOP’s. This role is onsite and will be split between two Production facilities. It will also require occasional travel to company-owned Retail stores and Distribution Centers. 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 .

Requirements

• 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.

Nice To Haves

• 2- or 4- year college or related technical certifications.
• Ability to communicate complex technical terms to all levels of users, in a non-technical manner.
• Knowledge of O365 Administration and Intune Endpoint Management systems a plus.
• Experience with LAN/WAN, firewalls, and common networking 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.

Responsibilities

• 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.
• 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.
• Work closely across all business units to understand all systems.
• 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.
• Other functions as directed by management

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED