Parallel · 13 hours ago
Technical Support Engineer II
Tampa, FL
Full-time
Onsite
Entry, Mid Level
2+ years expParallel is one of the largest multi-state cannabis companies in the world, and they are seeking a Technical Support Engineer II to provide IT support across the enterprise. This role involves responding to support tickets, assisting with user acceptance testing, and managing hardware and software applications, requiring a strong focus on customer service and technical troubleshooting.
CannabisHealth CarePersonal HealthTherapeuticsWellness
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
Qualification
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
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
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
Company
Parallel
Parallel cultivates, produces, and processes cannabis for medical purposes.
1001-5000 employees
H1B Sponsorship
Parallel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (3)
2023 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$365.74MKey Investors
SunStreamEdward Brown
2022-12-08Debt Financing· $10M
2021-01-01Series Unknown
2019-06-27Series D· $100M
Leadership Team
Barry Jones
Chief Financial Officer
Lynnette F.
Chief Operating Officer
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