Difference between revisions of "Tech Support Intern Training Lesson Plan"
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== Tech Support Basics == | == Tech Support Basics == |
Revision as of 12:28, 22 March 2013
Tech Support Basics
Aims
To give a new Tech Support intern an understanding of the basic tools and procedures used in Tech Support
Objectives
- Understand the pupose of the ticket sytem
- Know how to create a new ticket
- " " " comment and reply on a ticket and understand the difference
- " " " escalate a ticket
- " " " resolve a ticket/change its status and when
" " " use the dashboards and how this fits in with our workflow Be able to use command line tools including command line args Use and interpet the output of free, du, df and top Be able to mount an external drive " " " ssh into a remote box " " " view and edit files " " " direct command output to a file or another command " " " create and restore network backups using tstools have a basic understanding of the manual equivalent Be able to boot a box into recovery mode and make the hard drive writable Be able to start a net boot Know how to get useful debugging output from a command Identify common logs Have an understanding of the tools that can aid in interpreting them Be able to identify a consistent approach to trouble shooting
Intro 5 mins 5
The First, Second and Third Line Model 5 mins 10
What it means in the real world Verbal Instruction
1st Line
support desk, log calls, answer common questions from script, assign to technicians
2nd Line
solve day to day problems, may do call backs, fix boxes
3rd Line
Guru's. Solve new problems, train + document, proactively manage potential issues
What it means in Free Geek
1st Line
Answer phones, do intake, create tickets, call people to let them know their machines are ready
2nd Line
Fix boxes, do callback for problems 1st line techs can't solve.
3rd Line
Staff
RT
Basic concepts
Ticket 15 mins 25
Purpose
Heart of all TS departments. Enables issues to be tracked over time and people.
Make a New Ticket Verbal Instruction
Click on new ticket/http://data.fglan/work_orders/new?mode=ts
Subject Format - Name, Summary
Important Fields
Phone No
Box Source, type, ticket type.
What to write and when
Everything, as soon as it happens, if not before
Owning a ticket
Important in the outside world
Who is working on this
Need to take/unown tickets
Escalating
1->2->3
When?
When you don't have the answer
When to call
Everyday until you speak to someone in person
Phone messages get three strikes
Conventions and abbreviations
Left VM -- Date
CNR
Avoid Jargon
Comments vs Replies 2.5 mins
Comments are internal
Replies go to user
Sopmetimes need to change requestor
Be careful with subject lines
Workflow 2.5 mins 27.5
New -> Open (->contact)->pending->resolved
Status 5 mins 32.5
New
untouched
be careful not to change status if you add notes
Open
actively being worked on
Contact
custom status
ready for pickup
Stalled
Pending
boxes waiting to be picked up
atypical (normally more like contact/stalled
Resolved
EXERCISE:
Create Ticket
Students to create 1 ticket in Sandbox Queue
My name is...
Comment on ticket
Comment on ticket of person to left
Resolved ticket of person to right
Custom Fields etc 2.5 mins 40
Basic
name etc
Status
fields specific to Free Geek
Links
refers to/by
merge
can not undo
depends on
parent/child
People
requestor
cc
owner
Dashboards 2.5 mins
Line 1
lists phone calls and messages, boxes ready for pickup
Line 2
Boxes on the bench, new and open
Always work in chronological order
follow list
Line 3
For staff
Working on the command line
Commands 5 mins 45
pwd, ls
Commands are like work in a sentence
simple
verbs
Fetch! list!
e.g. pwd, ls, cd, rm, mv
EXERCISE:
Open Terminal
type whoami, pwd read back and interpret results
basic arguments
nouns
fetch this box, list this directory
e.g ls /home
Options 5 mins 50
adverbs,
Fetch quickly, list fully
e.g. ls -alh
- and -- short and long (gnu) form
common options
-h, --help
-v, --verbose
-R, recursive
differ between commands
can be combined with noun form
-o [file]
EXERCISE:
type ls, ls /home, ls ~/, ls -a, ls -al, ls -alh, ls --almost-all
Common commands 20 mins 1hr 10 man free df df -h du du -sh du -ch --max-depth=1 EXERCISE: Use df and du to determine total size of hard drive and size of usr directory ps ps aux kill, killall, pkill, pgrep top uses ncurses half way to gui EXERCISE: Use ps and top to idntify processes running under your user mount mount (-t option) device mountpoint ssh used for connecting to remote machine securely log into a box anywhere ssh me@there scp secure copy scp here me@there: note colon otherwise works as cp sftp secure ftp less, view etc head head file head -10 file tail tail -f pager used to view files less is more go backwards and forwards, search view vi in readonly mode, usefull for syntax and commands editors 10 mins 1hr 20 nano easy(ish) only standard on Debian vi on nearly every *nix box vi(m) -- vi (i)m(proved) steep learning curve but very powerful worth the effort EXERCISE: 05 min 1hr 25 open vim: vim hello-world write hello world i... duplicate line yy... ESC..p delete world dw write and quit (colon)wq
TS Tools ts_network_backup 15 mins 1hr 40 basic backup ts_network_backup -c [ticket no] does everything for you advanced backups backing up when a drive is attached to another box -p option alternative path to home command line options -a other things to back up -u, -d backup less restoring backups ts_network_backup -r [folder] EXERCISE: create command line for backup using one option, say what you would use to restore it. ts_identify 5 mins 1hr 45 identifies backup folder ts_identify_backups (-t) ticket number others do what they say on the tin, no options except -h File system basics 10 mins 1hr 55 / /bin etc bin, sbin,opt, root, tmp, lib var cache, mail, www where servers store things usr for users repeats hierarchy also doc share src /etc config files /etc/apt filesystem /etc/fstab & /etc/mtab network /etc/host /etc/resolv.conf users and groups passwd, shadow, group, gshadow /var/log where log files are stored\ whats going on /home where you live users files /proc & /sys not really files contain system info cat /proc/cpuinfo /mnt & /media mount discs Manual Backups 10 mins 2hr 05 Go over page, backup config backup users and groups get list of installed packages transfer data rsync -avzh here me@there:/var/tsbackup backup name ticket -iso date iso date why its important
Rooting a box 15 mins 2hr 20 why password security if you have physical possesion of box there is no security recovery mode press shift when after bios screen 1st menu recovery mode 2nd menu rootshell not networking remounting makes file system writable mount -o rw,remount / starting networking dhclient eth0 etc network booting the network boot menu change bios settings, go tech support -> debian rescue why use a recovery disk specialist tools efficient mounting a hard drive mount (-t) drive mountpiint chroot'ing chroot /mnt for i in dev proc sys dev/pts; do mount $i /mnt/$i; done EXERCISE: In pairs,Root box and netboot to debian rescue Diagnosing problems through log files and error message running in the terminal 5 mins 2hr 25 verbose mode -v --verbose multiple levels debug modes log levels warn, info, error dmesg 5 mins 2hr 30 /var/log/syslog essential info what the system does EXERCISE: tail -f /var/log/syslog I/O Redirection 5 mins 2hr 35 pipe to command | pipe to file < > >> stdout & stderr 1 > /dev/null redirect std out (makes it disappear 2 > error.file redirect stderr &> log both to log EXERCISE: with ls send stdout and stderr to /dev/null and observe results grep 10 mins 2hr 45 search tool global regular expression parser 'Some people, when confronted with a problem, think “I know, I'll use regular expressions.” Now they have two problems.' no need to use regex for most things a word is a regex that says match this word awk (and sed) sed was the cause of the regex quote can be very useful but unlikely you will need to use it command line search and replace awk was the source of the quote whole programming language for dealing with tabular data you only need to know tow things awk '{print $1}' awk '{print NF}' cat /var/log/apache2/access.log | awk '{print $2}' | sort | uniq -c |sort -g EXERCISE: use grep and awk to get time and date of kernel events using awk (as group on board, use questions and prompts)
How to troubleshoot 15 mins 3hr Importance of consistency Not your machine Do not break it Repeatable solutions Needs to diagnose problem not just fix it reinstall is not the answer Problem solving https://en.wikipedia.org/wiki/Problem_solving Read this page(write on board) OODA loop (Observe, Orient, Decide, Act) https://en.wikipedia.org/wiki/OODA_loop Comes from military/fighter pilots designed for stressful situations and quick reactions important part it is a loop constant feedback ability to change course Observe what is going on Orient where might the problem lie Decide how can we test this Act run test Observe what where the results Orient what did they tell us Decide whats the solution to fix the problem Act apply solution Observe did it work? etc... PDCA (Plan Do Check Act) https://en.wikipedia.org/wiki/PDCA Plan Study the problem, establish the objectives, devise test Do Carry out test, collect data where there any error meessages? what did the log files say? Check Study results, compare to what was expected Act Analyse differences, determine root causes, corrective actions, next steps repeat if necessary RPR (Rapid Problem Resolution) https://en.wikipedia.org/wiki/RPR_Problem_Diagnosis Discover, Investigate, Fix IT Specific Discover Gather and review information Build model Investigate Create and carry out plan to gather data analyse results and iterate Identify root cause Fix Determine and implement fix check root cause worked Example The Facebook isn't working' Discover is it facebook or the internet Investigate ping facebook No -- iterate ping google No -- iterate ping router No -- the internet is down Fix reboot router open browser visit facebook EXERCISE: A box comes in that the user reports is not booting In pairs, Chose one method and outline the steps to solve the problem
Total Time 3 hours, not incrluding a break.