Troubleshooting and Managing Issues

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En provenance du cours de Google

System Administration and IT Infrastructure Services

1604 notes

Google

System Administration and IT Infrastructure Services

1604 notes

Cours 4 sur 5 dans Specialization Google IT Support Professional Certificate

This course will transition you from working on a single computer to a whole fleet. Systems administration is the field of IT that’s responsible for maintaining reliable computers systems in a multi-user environment. In this course, you’ll learn about the infrastructure services that keep all organizations, big and small, up and running. You’ll learn how to manage and configure servers, how to use industry tools to manage computers, user information, and user productivity. Finally, you’ll learn how to recover your organization’s IT infrastructure in the event of a disaster. By the end of this course you’ll be able to: - utilize best practices for choosing hardware, vendors, and services for your organization. - understand how the most common infrastructure services that keep an organization running work and how to manage infrastructure servers. - manage an organization’s computers and users using the directory services, Active Directory, and OpenLDAP. - choose and manage the tools that your organization will use. - backup your organization’s data and be able to recover your IT infrastructure in the case of a disaster. - utilize systems administration knowledge to plan improve processes for IT environments. Except as otherwise noted, the contents on this site are licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

À partir de la leçon

What is System Administration?

Welcome to the System Administration course of the IT Support Professional Certificate! In the first week of this course, we will cover the basics of system administration. We'll cover organizational policies, IT infrastructure services, user and hardware provisioning, routine maintenance, troubleshooting, and managing potential issues. By the end of this module, you will understand the roles and responsibilities of a System Administrator. So let's get started!

Organizational Policies2:34

IT Infrastructure Services1:16

User and Hardware Provisioning4:01

Routine Maintenance1:11

Troubleshooting and Managing Issues3:12

In Case of Fire, Break Glass1:33

Dion Michelle Obama Story1:46

Rencontrer les enseignants

Google

We talked about troubleshooting alert.

In an earlier course,

but it's worth mentioning again,

when you're managing an entire IT infrastructure,

you'll constantly have to troubleshoot problems and find solutions for your IT needs.

This will probably take up most of your time as an IT support specialist.

This could involve a single client machine from an employee or

server or service that isn't behaving normally.

Some folks, who start their careers in IT

support deepen their knowledge to become system administrators.

They go from working on one machine to multiple machines.

For me, I made the leap during my internship as

an IT support specialist in college at a semiconductor lab.

The lab ended up closing and they needed help deprecating the environment.

So, what started as an IT help desk support quickly transition to assist admin role.

That opportunity was my golden ticket to dowland to Active Directory,

Sub netting and decision making which is a core part of this job.

Sys admins also have to troubleshoot and prioritize issues at a larger scale.

If a server that sys admin manage stop providing services

to a thousand users and one person had an issue about the printer,

which do you think would have to be worked on first.

Whatever the scenario, there are two skills that

are critical to arriving at a good solution for your users.

We already covered them in an earlier course. Do you know what they are?

The first is troubleshooting, asking questions,

isolating the problem, following the cookie crumbs,

and reading logs are the best ways to figure out the issue.

You might have to read logs from multiple machines or even the entire network.

We talked about centralized logging a little bit in the last course on

operating systems and you becoming a power user.

If you need a refresher to how centralized logging works,

check out the supplemental reading.

Anyway, the second super important skill that we covered is customer service;

showing empathy, using the right tone of

voice and dealing well with difficult situations.

These skills are essential to all IT roles.

In some companies, sysadmins have to be available around the clock.

If a server or network goes down in the middle of the night,

someone has to be available to get it working again.

Don't worry, a sysadmin doesn't have to be awake and available 24/7.

They can monitor their service and have it alert them in case of a problem.

So how do you keep track of your troubleshooting?

A common industry standard is to use some sort of ticketing or bug system.

This is where users can request help on

an issue and then you can track your troubleshooting work,

through the ticketing system.

This helps you organize and prioritize issues and document troubleshooting steps.

Throughout this course, we'll introduce types of services that a sysadmin

needs to maintain and what responsibilities they have in an organization.

We'll also share some best practices for

troubleshooting when it comes to systems administration.

When you work as an IT support specialist,

systems administration can become part of your job.

So it helps to think about all aspects of

managing an IT infrastructure in an organization.

The more prepared you are the better.

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