Technical Support Engineer – Parallels RAS

About the role

Parallels is looking for a Technical Support Engineer to join its RAS team in Mauritius. You will work with a global customer base, providing high‑quality technical assistance and ensuring issues are resolved quickly and efficiently.

Key responsibilities

• Take ownership of customer issues from initial report through to resolution.
• Research, diagnose, troubleshoot and identify solutions for a wide range of technical problems.
• Follow standard escalation procedures for unresolved issues.
• Provide prompt, accurate feedback and maintain clear communication with customers.
• Document all interactions, create knowledge‑base articles and ensure proper issue closure.
• Meet SLA targets based on issue severity.

Required profile

• Minimum 2 years experience as a Technical Support Engineer or in a similar role.
• Strong problem‑solving abilities and a customer‑focused mindset.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a collaborative team.

Required skills

• Windows Server
• Android, iOS, macOS
• Virtualization technologies (VMware, Microsoft Hyper‑V)
• Microsoft network services (DNS, DHCP, PKI)
• Active Directory, IIS
• Networking fundamentals (TCP/IP, routing, switching)
• MCITP, CompTIA Network+, CCNA (preferred)
• Citrix (preferred)
• Linux distributions (preferred)