Linux Desktop Support Associate at

1 month ago


Nairobi, Nairobi Area, Kenya Canonical Full time
We deliver open source to the world faster, more securely and more cost effectively than any other company.

If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.

About Job

The role of a Linux Desktop Support Associate at Canonical
You 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 regions
What your day will look like

Your 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 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

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
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

Additional Skills That You Might Also Bring

Some knowledge of programming (bash, python, Perl, Ruby, Javascript, C or C++, Go)
Customer support experience is a plus

  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We deliver open source to the world faster, more securely and more cost effectively than any other company. If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.SummaryThe role of a Linux Desktop Support...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We deliver open source to the world faster, more securely and more cost effectively than any other company. If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.SummaryThe role of a Linux Desktop Support...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    JOB SUMMARYJoining Canonical, you will partner with bright minds from all over the world, and work with an exciting set of new technologies in a fast growing company with a truly unique and ambitious vision to build a better platform with free software.You will work with customers on exciting IoT and server platforms and technologies, built to support...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We are looking for a Director, Ubuntu Desktop Engineering to lead our mission to provide the finest open source desktop experience and developer platform for users. This role involves overseeing the strategy, architecture, and roadmap for various engineering teams specializing in Rust, C/C++, Flutter, and Golang. Seeking a technical leader with extensive...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We are looking for a Director, Ubuntu Desktop Engineering to lead our mission to provide the finest open source desktop experience and developer platform for users. This role involves overseeing the strategy, architecture, and roadmap for various engineering teams specializing in Rust, C/C++, Flutter, and Golang. Seeking a technical leader with extensive...


  • Nairobi, Nairobi Area, Kenya Amazon Web Services (AWS) Full time

    A Day in the LifeOn a typical day, a Cloud Support Engineer – Linux will be primarily responsible for solving customer's cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by...


  • Nairobi, Nairobi Area, Kenya Amazon Web Services (AWS) Full time

    A Day in the LifeOn a typical day, a Cloud Support Engineer – Linux will be primarily responsible for solving customer's cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We deliver open source to the world faster, more securely and more cost effectively than any other company. If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.SummaryYou will work across the full Linux...


  • Nairobi, Nairobi Area, Kenya iSON Xperiences Limited Full time

    iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.SummaryThe senior IT Desktop support specialist will support and maintain organizational computer systems, desktops,...


  • Nairobi, Nairobi Area, Kenya iSON Xperiences Limited Full time

    iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.SummaryThe senior IT Desktop support specialist will support and maintain organizational computer systems, desktops,...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    What your day will look likeDesign and implement the best Ubuntu integration for the latest IoT and server-class hardware platforms and software stacksWork with partners to deliver a delightful, optimised, first class Ubuntu experience on their platformsTake a holistic approach to the Ubuntu experience on partner platforms with inputs on technical plans,...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    JOB SUMMARYJoining Canonical, you will partner with bright minds from all over the world, and work with an exciting set of new technologies in a fast growing company with a truly unique and ambitious vision to build a better platform with free software.You will work with customers on exciting IoT, desktop and server platforms and technologies, built to...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We deliver open source to the world faster, more securely and more cost effectively than any other company. If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.SummaryThis role is an opportunity for a...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    What your day will look likeDesign and implement the best Ubuntu integration for the latest IoT desktop and server-class hardware platforms and software stacksWork with partners to deliver an optimised, first class Ubuntu experience on their platformsTake a holistic approach to the Ubuntu experience on partner platforms with inputs on technical plans,...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We are revolutionizing the way open source is delivered to the world - faster, more securely, and more cost-effectively than any other company. If you're considering a career at Canonical, keep in mind that we are a remote-first company. Your skills matter the most to us, regardless of your location.Summary:As a Linux System Engineer at Canonical, you will...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    We provide open source solutions to the global community in a quicker, more secure, and cost-effective manner than any other organization.If you are keen on joining our team at Canonical, keep in mind that we operate remotely as our main mode of working. Hence, feel free to apply for any suitable position based on your skills, as we highly value expertise...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    JOB SUMMARYYou will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. 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.What are we looking for in youBachelors or...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    JOB SUMMARYYou will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. 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.What are we looking for in youBachelors or...


  • Nairobi, Nairobi Area, Kenya Canonical Full time

    JOB SUMMARYThese roles include:Ubuntu Core and snapd software developmentSilicon software and optimisation engineersKernel driver and hardware enablement engineersHardware-centric Linux QA EngineersHardware Certification EngineersRobotics engineersIndustrial IoT software engineersNetworking software engineers (switching, routing, access and SmartNICs)At...