Linux Desktop Support Engineer

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.

Location: This role will be based remotely in the EMEA region

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.
• 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 case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• 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
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
• 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
• Participate in a regular weekend working rotation.