Technical Support Engineer Parallels RAS

Would you love to be part of the tech revolution in Mauritius whilst working with leaders in the industry? 

Are you seeking a challenge in a global organization, an opportunity to gain international exposure in a World Leading Software Development Company? 

We’re looking for an experienced Technical Support Engineers with a flair for creativity and innovation. If you are a team player who is motivated by technical challenges, eager to exercise excellent problem-solving skills, and enthusiastic about providing customer experience and technical support that exceed the expectations of millions of users - this is the opportunity for you! 

The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? Here are three reasons:

1. This is the moment. It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.

1. We want you  to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.

1. It’s your world. We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? Awesome. Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.
 
As a Technical Support Engineer, you will: 

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Meet SLA for issues with respect to the severity

What YOU bring to the table: 

• 2+ years of experience as a Technical Support Engineer or similar role
• Work experience with:
  1. Windows Server, Android, iOS, Mac
  2. Virtualization (VMware, Microsoft, Hyper-V),
  3. Microsoft platform network services (DNS, DHCP, PKI and other), Active Directory, IIS
• Networking fundamentals (TCP/IP basics, routing, switching and other)
• MCITP, CompTIA Network+ and CCNA certifications are a plus
• Experience with Citrix is a plus 
• Demonstrated strong technical, IT, and problem solving knowledge
• Familiarity and hands-on experience with macOS/Linux distributions is a plus
• Excellent demonstrated written and verbal communication skills with ability to communicate effectively with a wide variety of personalities and situations
• Multitasking
• Stress tolerance
• Demonstrated problem solving skills
• Passed interview with product Subject Matter Expert or/and Tier 1 Team Manager 

Culture fit requirements:

• Be part of an exciting, challenging environment where creative thinking and innovation are highly valued, and every voice matters
• Innovative
• Creative
• Collaborative
• Productive
• Embrace diversity of ideas, lifestyles, backgrounds, insights, and perspectives
• Proud
• Passionate
• Always learning and moving forward 

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

US:

• Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud. 
• We have millions of users and decades of innovation under our belts. 
• We offer a fully remote, work-from-anywhere workspace – and we mean it. There is no pressure to work in an office whatsoever. 
• Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work. 
• Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in. 

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

About Parallels

Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.    

Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.  

As part of our evaluation process, we utilize an AI tool to assess candidates.

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