The role of a Linux Desktop Support Associate at CanonicalYou 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 is to provide technical expertise, be an excellent communicator and service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and Company events.Location: This role will be based remotely in EMEA and Americas regionsWhat your day will look likeYour day to day duties will include: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 webAct as an internal customer advocate keeping them updated in a timely mannerEnsure 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 commitmentsContribute your findings to a common knowledge base and keep it up to dateDraft and distribute technical notices for internal and external communication.Prioritise your work in order to accomplish the most important and urgent tasks firstKeep on learning as our products and services grow and evolveMaintain regular communication and information exchange with the rest of the team, locally and remotelyIdentify and suggest any opportunities to provide a better serviceWhat we are looking for in youBachelors 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 experienceLinux knowledge including the installation, troubleshooting and basic configuration of recent Ubuntu Desktop releasesBasic 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 running Ubuntu Linux and recovering broken installationsUnderstanding 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 jobWritten and verbal English communication skillsWillingness to travel up to 4 times a year for internal eventsAdditional Skills That You Might Also BringSome knowledge of programming (bash, python, Perl, Ruby, Javascript, C or C++, Go)Customer support experience is a plus
