Technical Support Engineer III

Parallel

Full-time - Entry Level

Remote

Warehousing and Storage

About the position

The Technical Support Engineer will be part of the Parallel Team, providing comprehensive IT support to users across the enterprise. This role focuses on supporting O365, device management, network infrastructure, and various hardware and software applications. The position involves responding to end-user support tickets, assisting in User Acceptance Testing, and writing Application Support SOPs. While primarily remote, occasional onsite support may be required.

Responsibilities

• Setup and support hardware including 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.
• Ensure 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.

Requirements

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Minimum 3 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

• 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)
• Basic 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