Difference between revisions of "Tech Support Intern Training Lesson Plan"
Jump to navigation
Jump to search
(4 intermediate revisions by the same user not shown) | |||
Line 1: | Line 1: | ||
== Tech Support Basics == | == Tech Support Basics == | ||
+ | [[Media:Presentation.pdf]] | ||
Line 11: | Line 12: | ||
# " " " escalate a ticket | # " " " escalate a ticket | ||
# " " " resolve a ticket/change its status and when | # " " " 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 | |
− | + | |- | |
− | + | | | |
− | + | * 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 | ||
+ | *** FG use is atypical (normally more like contact/stalled in regular Tech Support) | ||
+ | ** 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=== | ||
+ | ====Basic Commands==== | ||
+ | {| | ||
+ | | | ||
+ | * 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 | |
− | + | |- | |
− | + | | | |
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | |||
− | Total Time 3 hours, not | + | * 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 | ||
+ | | | ||
+ | | | ||
+ | |} | ||
+ | ===Linux File System=== | ||
+ | {| | ||
+ | | 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=== | ||
+ | {| | ||
+ | | Manual Backups||10 mins||2hr 05 | ||
+ | |- | ||
+ | | | ||
+ | ** Go over wiki 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 | ||
+ | | | ||
+ | | | ||
+ | |} | ||
+ | ===Working Without Passwords=== | ||
+ | {| | ||
+ | |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) | ||
+ | | | ||
+ | | | ||
+ | |} | ||
+ | ===Trouble Shooting and Problem Solving=== | ||
+ | {| | ||
+ | |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 including a break. |
Latest revision as of 11:51, 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
|
15 mins | 25 |
|
||
|
2.5 mins | |
|
2.5 mins | 27.5 |
|
||
|
5 mins | 32.5 |
|
||
|
2.5 mins | 40 |
|
||
|
||
|
Working on the command line
Basic Commands
|
5 mins | 45 |
|
||
|
5 mins | 50 |
|
||
|
20 mins | 1hr 10 |
|
||
|
10 mins | 1hr 20 |
|
||
|
05 min | 1hr 25 |
|
TS Tools
ts_network_backup | 15 mins | 1hr 40 |
|
||
|
5 mins | 1hr 45 |
|
Linux File System
File system basics | 10 mins | 1hr 55 |
|
Manual Backups
Manual Backups | 10 mins | 2hr 05 |
|
Working Without Passwords
Rooting a box | 15 mins | 2hr 20 |
|
Diagnosing problems through log files and error message
|
5 mins | 2hr 25 |
|
||
|
5 mins | 2hr 30 |
|
||
|
10 mins | 2hr 45 |
|
Trouble Shooting and Problem Solving
How to troubleshoot | 15 mins | 3hr |
|
Total Time 3 hours, not including a break.