Supporting Unix Users at HP
Accelerated Training
for Technical Support Staff
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Format
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- Two days
- Emphasis on practical skills
- Hands-on
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Audience
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This course is for:
- providers of end-user support
- helpdesk staff
- applications support experts
- Response Center engineers
- technical assistance center staff
- data center operations staff
- output services (printing) personnel
- Office Technology Coordinators
- project team technical experts
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Prerequisites
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Attendees should possess:
- Unix survival skills: using the command line and the
window system, navigating the filesystem, managing files,
editing text, etc.
- Some experience providing support
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Objectives
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By attending this course, you will:
- Grasp technical issues related to support of HP-UX users
- Master the terminology of HP-UX
- Build a repertory of diagnostic techniques
- Become familiar with a substantial set of HP-UX tools
- Solve common problems
- Hand-off fewer HP-UX-related calls
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Method
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In its method, the course's emphasis is on the practical,
with much of the classroom time devoted to hands-on activity.
The focus is on HP-UX usage as practiced at HP.
The material is tailored to the company's internal
computing environment.
Historical and theoretical discussion is kept to a minimum.
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Detailed Objectives
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Upon completion of this course, you'll be able to:
- Discuss the nature of technical support and the reasons why users call
- Locate callers in the spectrum of the user community
- Predict demand spikes
- Describe HP's computing environment
- Understand the role of COE for Unix users
- Use the terminology of HP's network
- Use software tools oriented to support activities,
including call trackers,
SharedX,
scmd,
ping and
xping
- Use many of the arcane yet essential Unix tools including basic
commands, file viewing and management,
find,
grep,
VUE's help system,
cron,
netnews, symbolic links, DOS/UX file converters, etc.
- Grasp the issues and techniques of using Unix-based e-mail in HP's
mixed-platform e-mail environment
- Understand the mechanisms for printing at HP, and methods for
diagnosing and configuring it
- Create and maintain dotfiles for customizing user accounts
- Explain the infrastructure of diskless clusters, servers, and LM/X
- Use the appropriate tools for network-based activity including remote
sessions and file transfers, and do basic troubleshooting
- Diagnose workstation performance problems
- Understand the elements of Unix security, including firewalls, worms,
and exposures to avoid
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Classroom Setup
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Delivery of this course requires a
classroom equipped with:
- an overhead projector
- an HP-UX workstation for each student
- an HP-UX workstation for the instructor
- connection to the internet
- workbook repro
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Site
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The course can be taught in your classroom,
anywhere in the world.
Travel outside the San Francisco Bay Area requires
reimbursement of the instructor's travel expense.
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