支持 Ubuntu

Course overview

Build your IT knowledge. Learn how to troubleshoot issues and provide comprehensive support to Ubuntu users.

Course benefits

• Develop your skills and learn how to help end users

• Learn the latest tips, tricks and techniques from the Ubuntu experts

• Practise exercises based on real-life, common support scenarios

Course content

This three-day course is perfect for support professionals who need to provide first-level, in-house or customer support to Ubuntu desktop users. The first two days comprise the Ubuntu Desktop course, bringing new users of Ubuntu up to speed with all the latest tips and tricks. Day three is dedicated to troubleshooting common user issues. The Supporting Ubuntu course helps participants to:

• Provide first-level technical support to Ubuntu 8.04 LTS and Ubuntu Netbook Remix (UNR) users

• Use existing tools to better diagnose issues faced by users

• Understand Ubuntu security features, how to fix related problems and how to further secure the user's system

• Identify hardware versus software issues

• Perform basic hardware troubleshooting

Course pre-requisites

The Supporting Ubuntu course covers installation to supported hardware and the use of basic applications.

It is expected that students will:

• Be proficient with at least one other operating system- Linux, Mac OSX or Microsoft Windows

• Have experience in delivering computer hardware and operating system support

• Have little or no experience in supporting Ubuntu

• Possess a general understanding of basic networking concepts

The aim is to bring support professionals to a level where they can provide a service to mainstream Ubuntu users. The emphasis is on common support scenarios that the student is likely to encounter.

Course outline

During day 1 and 2, students will go through the Ubuntu Desktop course and learn to work with Ubuntu at a user level. Students will:

• Receive: a basic overview of the history behind Unix, The GNU Project, Linux, and Ubuntu.

• Understand some basic operational differences between Ubuntu and Microsoft Windows.

• Use most common applications including connecting to the Internet and email; OpenOffice; multimedia and music applications etc.

• Understand how to install/remove applications (Synaptic + Add/Remove). How NOT to install/remove applications.

• Know where to search for additional information/support: Wiki, forums, IRC, mailing lists, hardware support, etc.

• Understand Launchpad; its purpose and functionality.

During day 3, students will learn how to support Ubuntu through the most common (actual or anticipated) troubleshooting experiences. The objectives for this day should be met through those troubleshooting experiences, as opposed to theory followed by practice.

• Understand the relationship and differences between “Linux”, “Kernel” and “Window manager” concepts

• Learn how to personalise the desktop by using GNOME applets – System Monitor, Disk Mounter, etc.

• Understand the differences and similarities of the File Hierarchy System in Linux vs. Windows typical file systems – data & system folders, backing up important data, etc.

• Understand how hardware drivers are managed by Ubuntu, compared to Windows, including basic legal and ethical aspects

• Perform basic troubleshooting on devices:

• Determine which devices are identified on the USB and PCI buses.

• Learn how to quickly assess printer, graphic (X), network and general hardware problems & possible solutions

• Determine how/when/which device drivers are loaded

• Examine the Kernel Ring Buffer (dmesg)

• Locate and view log files (/var/log/)

• Understand package repositories, their function, and how to enable and disable them in both a GUI and CLI environment.

• Understand Ubuntu releases life cycles including upgrades and updates

• Develop a basic understanding of the Ubuntu Security Model:

  • sudo

  • File permissions

  • Users, accounts, and groups, user-switching

• Address common support requests:

• Usage of Kernel parameters to troubleshoot booting issues (using startup-manager)

• Identifying which hardware is enabled by which drivers

• Recovery: password, broken upgrades, display

• Display issues: nvidia vs. ATI vs. others, Xorg.conf editing, Compiz configuration, dual display configuration

• Sound/WebCam troubleshooting: alsa-mixer, low-level, common applications

• NetworkManager including ndiswrapper

• Installing Windows applications (virtualisation vs. emulation)

• Set up Linux Compatible printers (HPLIP, binary drivers, CUPS).