Technical Support Engineer - III

3 days ago

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Parallel

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Description

• 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.

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. • 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