Linux Desktop Support Engineer

Summary

Join Canonical and kickstart your career as a Desktop Support Engineer in our London office. You will provide technical support to employees and customers, manage support cases, and handle AV support for office events. This role requires technical expertise, excellent communication, and the ability to prioritize tasks. You will be the primary technical resource for the office, providing both in-person and remote support. Continuous learning and professional development are encouraged through training sessions and team gatherings. Canonical offers a competitive base pay and a range of additional benefits.

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
• Desktop Linux usage (desktop tools for editing files, browsing the Web, managing Internet connectivity, setup of printers/services/packages/external storage devices/etc. utilising 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 with multiple operating systems and troubleshooting to recover 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
• Excellent written and verbal English communication skills

Responsibilities

• Work from the London, UK office and provide technical support for employees
• Familiarize with and own the technical infrastructure supporting the office and the stack supporting events and customer demos
• Provide technical onboarding support for new employees
• Provide technical and infrastructure support during office events
• Provide and maintain security monitoring for employees
• Be available to take ownership of new cases via telephone, email, and web
• 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
• 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

Preferred Qualifications

• Some knowledge of programming (bash, Perl, Ruby, Javascript, C or C++, Go)
• Basic troubleshooting of Mac and Windows operating systems
• Experience supporting virtualized environments (KVM, OpenStack, Virtual Box, VMWare)
• Experience with containers (LXD/LXC, Docker, Kubernetes)
• Experience with network troubleshooting
• Experience with AV event support, streaming and recording
• Customer support experience

Benefits

• Fully remote working environment - we’ve been working remotely since 2004!
• Personal learning and development budget of 2,000USD 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
• Annual bonuses and sales incentives based on revenue or utilisation