Systems Support Engineer II
Location
Massachusetts | United States
Job description
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 Systems 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 Seed-to-Sale Applications utilized throughout the supply chain (Grow, Processing, Manufacturing, and Retail segments). The Systems Support Engineer will respond to end user support tickets as their primary role but will also contribute to a team which develops processes to document the needs of Application Users. They will also assist in User Acceptance Testing and Application Support SOP’s as needed. This role is remote, but may, on occasion require onsite support of users.
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
- 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
Required
- 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.
Preferred
- 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– 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.
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