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Technical Support Engineer II

Posted 8 days agoViewed

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💎 Seniority level: Middle, Minimum 2 years providing technical support

🔍 Industry: Cannabis

🏢 Company: Parallel👥 501-1000💰 $10,000,000 Debt Financing about 2 years agoPersonal HealthCannabisTherapeuticsWellnessHealth Care

🗣️ Languages: English

⏳ Experience: Minimum 2 years providing technical support

Requirements:
  • 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.
  • Ability to travel and willingness to work nights/weekends.
  • Excellent English verbal/written skills.
  • Self-starter, team player with service excellence mindset.
Responsibilities:
  • Setup and support hardware including desktop and laptop computers, printers, tablets, and phones.
  • Assist with end-user support requests like password resets and application troubleshooting.
  • Configure applications as needed and provide support via phone, email, etc.
  • Triage and escalate technical requests and track support tickets.
  • Maintain Help Desk Documentation and collaborate with IT teams.
  • Work on assigned projects while managing ticket queues.
  • Assist in maintaining WAN, LAN, and Wi-Fi networks.
  • Provide after-hours support as part of the on-call rotation.
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  • Experience with CMS; experience with Headless CMS is a plus.
  • Fluent in English with excellent verbal and written communication skills.
  • Remote working experience and strong organizational skills.

  • Take on more complex tasks compared to Technical Support Engineer I, including handling escalated support tickets.
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  • Educate customers on product features and best practices.
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  • Contribute to process improvements and mentorship of Technical Support Engineer I.

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