Difference between revisions of "Tech Support Intern Training Lesson Plan"
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== Tech Support Basics == | == Tech Support Basics == | ||
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# Have an understanding of the tools that can aid in interpreting them | # Have an understanding of the tools that can aid in interpreting them | ||
# Be able to identify a consistent approach to trouble shooting | # Be able to identify a consistent approach to trouble shooting | ||
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=== Intro -- The First, Second and Third Line Model === | === Intro -- The First, Second and Third Line Model === | ||
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− | Total Time 3 hours, not | + | Total Time 3 hours, not including a break. |
Revision as of 11:50, 23 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 -- The First, Second and Third Line Model
Time | Total | |
---|---|---|
Intro | 5 mins | 5 |
The First, Second and Third Line Model | 5 mins | 10 |
|
RT
Basic concepts
- Comments are internal
- Replies go to user
- Sopmetimes need to change requestor
- Be careful with subject lines
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15 mins | 25 |
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2.5 mins | |
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2.5 mins | 27.5 |
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5 mins | 32.5 |
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2.5 mins | 40 |
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Working on the command line
Basic Commands
|
5 mins | 45 |
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5 mins | 50 |
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20 mins | 1hr 10 |
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10 mins | 1hr 20 |
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05 min | 1hr 25 |
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TS Tools
ts_network_backup | 15 mins | 1hr 40 |
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5 mins | 1hr 45 |
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Linux File System
File system basics | 10 mins | 1hr 55 |
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Manual Backups
Manual Backups | 10 mins | 2hr 05 |
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Working Without Passwords
Rooting a box | 15 mins | 2hr 20 |
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Diagnosing problems through log files and error message
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5 mins | 2hr 25 |
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5 mins | 2hr 30 |
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10 mins | 2hr 45 |
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Trouble Shooting and Problem Solving
How to troubleshoot | 15 mins | 3hr |
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Total Time 3 hours, not including a break.