Linux Desktop Support Associate

4 weeks ago

London, Greater London, United Kingdom Canonical Full time

Technical Support Role for Linux Environments

This is an opportunity for an entry-level technologist with a passion for Linux and customer success to build a career with Canonical and support the technical needs of customers and Canonical staff.

The Role of a Linux Desktop Support Associate at Canonical

You will be accountable for delivering an outstanding technical support experience to our employees and customers. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.

Your Day-to-Day Job

Your day-to-day job is to provide technical expertise, be an excellent communicator, and service-oriented professional. Every day, you will have to make judgment calls to prioritize customer issues and maximize your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional.

Key Responsibilities

  • Work from your remote home office and provide technical support for employees.
  • Provide technical onboarding support for new employees.
  • Provide technical and infrastructure support during international events.
  • Be available to take ownership of new cases via telephone, email, and web.
  • Act as an internal customer advocate, keeping them updated in a timely manner.
  • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • Contribute your findings to a common knowledge base and keep it up to date.
  • Draft and distribute technical notices for internal and external communication.
  • Prioritize your work in order to accomplish the most important and urgent tasks first.
  • Keep on learning as our products and services grow and evolve.
  • Maintain regular communication and information exchange with the rest of the team, locally and remotely.
  • Identify and suggest any opportunities to provide a better service.

Requirements

  • Bachelor's or equivalent four-year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
  • Experience in a Linux-based environment gained through university subjects or work experience.
  • Linux knowledge, including the installation, troubleshooting, and basic configuration of recent Ubuntu Desktop releases.
  • Basic desktop Linux usage (desktop tools for editing files, browsing the Web, managing Internet connectivity, setup of printers/services/packages/external storage devices, etc., utilizing command line tools for exploring and manipulating the file system).
  • Basic troubleshooting (collecting logs, basic fine-tuning by editing configuration files).
  • Familiarity with safely installing, uninstalling, reinstalling, and repartitioning machines running Ubuntu Linux and recovering broken installations.
  • Understanding of Gmail, Google Calendar, Google Applications, and Single Sign-On.
  • Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
  • Written and verbal English communication skills.
  • Willingness to travel up to 4 times a year for internal events.

Additional Skills

  • Some knowledge of programming (bash, python, Perl, Ruby, Javascript, C or C++, Go).
  • Customer support experience is a plus.

What We Offer

Your base pay will depend on various factors, including your geographical location, level of experience, knowledge, and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards, including annual bonuses and sales incentives based on revenue or utilization. Our compensation philosophy is to ensure equity right across our global workforce.

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and can be discussed in the later stages of the recruitment process.

  • Fully remote working environment.
  • Personal learning and development budget of $2,000 per annum.
  • Annual compensation review.
  • Recognition rewards.
  • Annual holiday leave.
  • Parental Leave.
  • Employee Assistance Programme.
  • Opportunity to travel to new locations to meet colleagues at 'sprints'.
  • Priority Pass for travel and travel upgrades for long-haul company events.

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