Linux Desktop Support Associate

Summary

Join Canonical as an entry-level technologist with a passion for Linux and Customer Success to build a career supporting customers and staff.

Requirements

• Bachelors or equivalent four-year degree in a technical field from an accredited college or university
• 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)
• Basic troubleshooting (collecting logs, basic fine-tuning by editing configuration files)
• Familiarity with safely installing, uninstalling, reinstalling, and repartitioning machines running Ubuntu Linux
• 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

Responsibilities

• Deliver outstanding technical support experience to employees and customers
• Own and manage cases from problem qualification to full resolution
• Transfer cases to colleagues or involve senior engineers when needed
• Provide technical expertise, be an excellent communicator, and service-oriented professional
• Make judgement calls to prioritize customer issues and maximize effectiveness
• Set time aside to learn about new products and technologies and evolve as a professional
• Participate in training sessions, team gatherings, and company events
• Work from 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 each support request is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction
• Contribute findings to a common knowledge base and keep it up-to-date
• Draft and distribute technical notices for internal and external communication
• Prioritize 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 opportunities to provide a better service

Benefits

• Fully remote working environment
• Personal learning and development budget of 2000USD 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