This is an opportunity to kickstart your career by joining Canonical as a Linux Desktop Support Associate. In this role, you will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. You will own and manage your cases from problem qualification to full resolution, and when needed, transfer cases to your colleagues or senior engineers.
Canonical is a leading provider of open source software and operating systems, primarily known for its platform, Ubuntu. You will provide technical expertise and an outstanding support experience across the full Desktop and Server technical stack. Your role will require excellent communication skills and a service-oriented mindset, where you will prioritize customer issues and maximize effectiveness.
Location: Office Based in London, England
Work Conditions:
- Full-time position
- Remote work possible during certain circumstances
- Participation in a regular weekend working rotation
- Ability to travel internationally twice a year for company events (up to two weeks long)
Key Responsibilities:
- Investigate issues reported by customers and work to resolve complex problems related to Canonical's products.
- Ensure each support case is handled according to the Service Level Agreement (SLA) with high customer satisfaction.
- Engage directly with customers through various channels to resolve issues.
- Contribute new knowledge base articles and maintain existing articles to ensure shared knowledge.
- Familiarize yourself with the technical infrastructure supporting the office and events.
Language Requirements:
- Professional written and spoken English with excellent presentation skills.
Qualifications:
- Exceptional academic track record (high school and university) or compelling narrative on alternative paths.
- Undergraduate degree in a technical subject.
- Experience with Linux troubleshooting and integration with other environments (authentication/directory services, network file systems).
- Programming fundamentals in any language.
- Extensive customer support experience is key.
What We Offer:
- Competitive compensation with annual reviews and performance-driven bonuses.
- Personal learning and development budget of USD 2,000 per year.
- Annual holiday leave and maternity/paternity leave.
- Employee Assistance Programme.
- Opportunities for travel during company events.
About Canonical:
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, we are changing the landscape of software. We value diversity and foster a workplace free from discrimination, offering fair consideration to all candidates.
