Systems Support Engineer II

Everyone is welcome here

IN A NUTSHELL...

WHAT YOU WILL BE DOING

• 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 (specifically Seed-to-Sale software) 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 company's ticketing system.
• Provide after-hours and weekend/holiday support as part of the team on-call rotation.
• Assist in the testing of new and existing development projects and Application updates (e.g. User Acceptance Testing).
• 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

EXPERIENCE AND SKILLS YOU'LL BRING

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Minimum 1-2 years using and/or supporting a Seed to Sale system. Experience with LeafLogix and/or dutchie preferred
• Good knowledge of general IT support tools and processes.
• 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.
• Ability to diagnose and troubleshoot complex hardware and software issues independently.

• Experience of application and support maintenance.
• Good knowledge of support tools and processes.
• 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 needs to occasionally move about inside the office to access file 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 isn't 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

Our Mission

Our Values -

Parallel is one of the largest privately-held, vertically-integrated, multi-state cannabis operators in the U.S. with active operations in five high-growth cannabis markets. In each market we are known by distinct retail brand names:  ‍

• Florida: Surterra Wellness
• Massachusetts: NETA 
• Texas: goodblend 
• Pennsylvania: goodblend 
• Nevada: The Apothecary Shoppe

Parallel is building a leading well-being company and are looking for the best, most diverse talent to join our team. We have a high-performance, inclusive, and employee-focused culture, that focuses just as much on how we do things as on what we do. We strive for the highest compliance to our laws and regulations, while finding the most efficient and innovation solutions that will benefit how we continue to serve our customers.