Desktop Support Associate, Canonical
Linux
Enterprise open source solutions
Job no longer available
Enterprise open source solutions
1001+ employees
Job no longer available
1001+ employees
Company mission
Canonical's mission is to make open source software available to people everywhere.
Role
Who you are
- 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
- 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. 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
- 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
- Customer support experience
What the job involves
- Work from your remote home office and provide technical support for employees
- Provide technical onboarding support for new employees
- Provide information security training for new employees
- Provide technical and infrastructure support during international events
- Provide and maintain security monitoring for employees
- 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
- Prioritise 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
- You will be accountable for delivering an outstanding technical support experience to our employees and customers
- You will own and manage your cases.
- When needed, you will transfer your cases to your colleagues or involve senior engineers
- 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
Otta's take
Theo Margolius
COO of Otta
Canonical originally started as a company to help distribute Ubuntu (an operating system based on Linux). It is now a leader in delivering open source to the world quickly, securely and cost effectively.
With a community of 200,000, Canonical publishes an operating system which runs from the tiny connected devices up to the world's biggest mainframes, the platform that everybody uses on the public cloud, and the workstation experience of the world's most productive developers. Just some of its partners include Microsoft, HP, Dell, aws, and Intel.
The founder has highlighted that Canonical's biggest challenge has been that demand is bigger than the company’s ability to service it. Originally a not-for-profit, Canonical is now monetising and is planning to go public. It also announced its product Ubuntu has a comprehensive subscription version called Ubuntu Pro, likely to aid monetising efforts.
Insights
Many candidates hear
back within 2 weeks
18% female employees
19% employee growth in 12 months
Company
Funding (1 round)
Aug 2013
$9.8m
EARLY VC
Total funding: $9.8m
Company benefits
- Work from home opportunities
- Health insurance
- Learning and personal professional development budget
- Annual compensation review
- Recognition rewards
- Annual leave
- Generous parental leave
- Priority Pass for travel
Company values
- Truly distributed: Exceptional, self-motivated, organised and passionate people deserve the freedom to live where they want. Our teams travel regularly to meet colleagues and customers.
- Best in class: We rate top for Linux security. We run more hosts, more workloads and more devices than anybody else, because we strive to do everything insightfully, properly, fairly, and openly
- Enterprise focused: The world is moving to Ubuntu – open source that's faster, cheaper and better. Empower engineers, secure precious data, share knowledge and lead the change
Company HQ
Southwark, London
Founders
Mark Shuttleworth
(CEO)Serial entrepreneur. Previously founded Thawte Consulting (sold to VeriSign for $575m)
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