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CODE: UBUNTU-SUPPORT-01-03 DURATION: 3 DAY/S
Ubuntu is a community developed, Linux-based operating system freely available and
suitable for laptops, desktops and servers. This course based on Ubuntu 8.04 LTS
(Hardy Heron) and Ubuntu Netbook Remix (UNR), is designed for support
professionals working for Canonical partners and/or customers, who need to move
toward proficiency at providing Ubuntu support.
Hands-on exercises which are based on real-life common support scenarios the student
is likely to encounter are also included.
This course also contains references to knowledge-base articles. These articles are a
useful source of information providing procedures for the resolution of specific issues.
During day 1 and 2, students will study the Ubuntu Desktop course and learn to work
with Ubuntu at a proficient user level.
During day 3, the student will learn how to support Ubuntu through the most
common troubleshooting situations. The course content is designed to provide student
with:
- Practical skills to assist with troubleshooting
- When helping end users
Where to find additional information
LEARN HOW TO:
- Competently use and navigate around the Ubuntu 8.04 LTS and common applications.
- Describe the basic Linux and Ubuntu architecture: kernel, modules, window managers, etc., and how it is related to Microsoft Windows©.
- Use existing tools to better diagnose issues faced by end users.
- Describe Ubuntu security features, how to fix related problems and how to
further secure the user's system.
- Provide basic, first level end-user support covering installation to reasonably supported hardware and the use of basic applications.
- Perform basic hardware troubleshooting: printer, network, Bluetooth, etc.
- Explain the way applications are provided to Ubuntu users.
- Help fix software related issues: installation, windows applications, etc.
- Give technical support to Ubuntu 8.04 LTS end-users.
- Give technical support to Ubuntu Netbook Remix (UNR) end-users.
PROGRAMME
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 personalize 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 (virtualization vs. emulation)
- Set up Linux Compatible printers (HPLIP, binary drivers, CUPS).
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IN PARTNERSHIP WITH CANONICAL & UBUNTU
IS THIS COURSE FOR YOU?
The course is designed for support professionals working for Ubuntu partners and / or
customers, who need to move toward proficiency at providing Ubuntu support. The
following assumptions are made about the support staff:
Are experienced in delivering computer hardware and operating system
support.
Are proficient with at least one other operating system, whether another Linux distribution, Mac OSX, or Microsoft Windows.
Have little or no experience in using or supporting Ubuntu.
Have a general understanding of basic networking concepts as it relates to the
end user.
Upon completion of the course, the students are expected to provide basic, first level
end user support, covering installation to reasonably supported hardware and use of
basic applications.
The focus is to bring computer savvy support professionals to a level where they can
provide service to mainstream Ubuntu users, with an emphasis on common support scenarios the student is likely to encounter.
Should the student require further training, it should be acquired through other, more
advanced and standard training offerings such as the Ubuntu Certified Professional or the LPI certifications.
COURSE PREREQUISITES
COURSE LABS & EXERCISES
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