Technical Support Engineer II

Summary

Join Parallel as a Technical Support Engineer and provide comprehensive IT support to enterprise users, specializing in O365, Intune, network infrastructure, and applications. You will respond to support tickets, create SOPs, and work flexible hours with regular travel. Parallel is a rapidly growing multi-state cannabis company offering a challenging and rewarding environment. This role requires strong technical skills, excellent communication, and a willingness to work collaboratively. The position includes opportunities for professional growth and a comprehensive benefits package.

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

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
• 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

Preferred Qualifications

• 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

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