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Desktop Support Engineer (Austin TX office)

Office Based - Austin, TX, USA

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.

Role description

You will be working most of your weeks days from our Canonical Austin Office and will be accountable for delivering 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 a 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.

Key areas of accountability and responsibility

Your day to day duties will include:

Work from the Austin, Texas office and provide technical support for employees.
Provide technical onboarding support 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
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.
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

Required skills and expertise

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
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

Useful additional experience

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

Benefits

Possibility of international travel, up to 4 weeks per year.
Daytime working hours
Time off for conferences
Talent development program
Initial mentoring to bring up to speed on needed technologies
Additional mentoring opportunities with some of the best in Linux, OpenStack and more.
Study time and expenses for obtaining relevant certifications.

Canonical is an equal opportunity employer. Canonical believes a diverse workforce enhances our ability to deliver world class software and services which meet the world’s computing needs. We are committed to ensuring equal employment opportunities to all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

#Stack

Desktop Support Engineer (Austin TX office)

Office Based - Austin, TX, USA

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First Name Last Name Email Phone Resume Cover Letter This is a full-time office based position. Will you be able to work in our downtown office in Austin, TX? Do you have experience installing Ubuntu/Linux on laptop or desktop machines? Are you due to graduate soon, or have you graduated from university in the past two years?

Tell us if you are a recent graduate, or if you should graduate from university this year. We have certain roles which are open to recent of soon-to-be graduates.

What was your bachelor's university degree result, or expected result if you have not yet graduated? Please include the grading system to help us understand your result e.g. ‘85 out of 100’, ‘2:1 (Grading system: first class, 2:1, 2:2, third class)’ or ‘GPA score of 3.8/4.0 (predicted)’. We have hired outstanding individuals who did not attend or complete university. If this describes you, please continue with your application and enter ‘no degree’.

Universities around the world score degrees in different ways. Please indicate your result, or expected result if you are close to graduation, along with information about the grading system.

How did you perform in mathematics at high school? How did you perform in your native language at high school? We expect all colleagues to meet in person 2-4 times a year, at internal company events lasting between 1-2 weeks. We try to pick new and interesting locations that will likely require international travel and entry requirement visas and vaccinations. Are you willing and able to commit to this?

Please note that if you require any accommodation for travel that relates to a physical disability please do let us know during your hiring process and we will be happy to discuss your requirements further.

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