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Linux Desktop Support Associate

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Canonical

8d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    IT & Cybersecurity
  • Hamburg
    Remote

AI generated summary

  • You need a technical degree, Linux experience, knowledge of Ubuntu Desktop, basic troubleshooting skills, familiarity with Google apps, strong communication, and travel willingness.
  • You will provide remote technical support, assist with onboarding, manage support cases, contribute to knowledge base, prioritize tasks, and communicate regularly with the team to enhance service quality.

Requirements

  • 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 running Ubuntu Linux and recovering 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
  • Written and verbal English communication skills
  • Willingness to travel up to 4 times a year for internal events

Responsibilities

  • 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 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.

FAQs

What is the job title for this position?

The job title is Linux Desktop Support Associate.

Is this role entry-level?

Yes, this position is intended for entry-level technologists with a passion for Linux and customer success.

Where will this role be based?

This role will be based remotely in the EMEA and Americas regions.

What are the main responsibilities of a Linux Desktop Support Associate?

Responsibilities include delivering technical support for employees, providing onboarding support for new employees, managing support cases, and contributing to a knowledge base.

What qualifications are needed for this role?

A Bachelor's degree or equivalent in a technical field is preferred, along with experience in a Linux-based environment.

What kind of Linux knowledge is required?

Required knowledge includes the installation, troubleshooting, and basic configuration of recent Ubuntu Desktop releases.

Are there any programming skills that would be beneficial for this role?

Yes, some knowledge of programming languages such as bash, python, Perl, Ruby, Javascript, C or C++, and Go would be beneficial.

Is customer support experience a plus for this position?

Yes, prior customer support experience is considered a plus.

Will travel be required for this role?

Yes, there may be a requirement to travel up to 4 times a year for internal events.

What benefits does Canonical offer?

Benefits include a fully remote working environment, a personal learning and development budget of 2,000 USD per annum, annual compensation review, recognition rewards, parental leave, and employee assistance programs.

Does Canonical support diversity and equal opportunity in the workplace?

Yes, Canonical is an equal opportunity employer and promotes a workplace free from discrimination.

How often will the salary be reviewed?

There will be an annual compensation review.

Is there room for professional development in this position?

Yes, there is a personal learning and development budget to support professional growth.

What tools or technologies should candidates be familiar with?

Familiarity with Gmail, Google Calendar, Google Applications, and Single Sign-On is required.

How does the company handle support requests?

Support requests should be handled in accordance with the Service Level Agreement (SLA) and with a focus on maximizing customer satisfaction.

Enterprise open source, secured and delivered by the publisher of Ubuntu.

Technology
Industry
501-1000
Employees
2004
Founded Year

Mission & Purpose

Canonical is a technology company known for developing and supporting Ubuntu, a popular open-source operating system. The company focuses on providing reliable, secure, and cost-effective solutions for cloud computing, IoT, and containers. By leveraging open-source technologies, Canonical aims to enable innovation and digital transformation for businesses and developers worldwide. The company is committed to ensuring high performance and scalability, promoting the adoption of open-source software, and fostering a global community of users and contributors.

Benefits

  • Remote working

    Canonical has been a fully distributed organisation since its origin in 2004. Digital collaboration allows us to enjoy our home environment and work with the best in the world in our domain. We meet each other at least twice per year during in-person sprints to nurture cross-team relationships.

  • We build trust

    Zero commute means more time for the things you enjoy. At the same time, we have very high expectations of commitment and independent execution. We invest in people who are self-driven, motivated and highly organised. We take our responsibility for the most critical elements of open infrastructure very seriously, and we are committed to quality in every aspect of our product and services.

  • We engineer excellence

    We aspire to lead on the global stage. There’s no other way to describe it than hard work, hard challenges and hard competition. You will need to show that you can compete in deeply challenging intellectual fields. Your colleagues are aiming for the top, and they depend on you to set the same standard in your area of responsibility. That’s tough but incredibly satisfying. We value those who take ownership of their area and take opportunities to be exceptional.

  • We travel

    We optimise our team structure for time zone overlap. Collaboration and inspiration takes time to fully develop but leadership at Canonical means building cross-team relationships. We nurture those relationships through regular global summits which bring diverse teams or their leaders together. We host these events around the world to discover great places to explore and appreciate in the process. Team events have taken place in Vancouver, Brugge, New York, Budapest, Orlando, Cape Town, Warsaw, Seoul, Paris, Portland, Lyon, London, Toronto and many more.