Canonical

This is an opportunity to kickstart your career by joining Canonical. If you have a passion for technology and Linux, and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.

The role of a Desktop Support Engineer at Canonical

You will be working from our Canonical London Office and will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. 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 a service-oriented professional. You will be the main technical engineering asset for the office, acting as a focal resource for the office staff. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness to juggle between office, in-person support, and remote support case management. You will also need to set time aside to learn about our new products and technologies, as well as become familiar with the office technical stacks, and evolve as a professional. You will participate in various training sessions, team gatherings, and company events. 

What your day will look like

Your day to day duties will include:

• 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

What we are looking for in you

• Bachelors 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
• 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

Additional skills that you might also bring

• 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

What we offer you

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 utilisation. 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, for more information on these, you can ask in the later stages of the recruitment process.

• 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

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

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