Training Manual

Table of Contents

1) Technical Support Specialist – Level 2 4

2) Exceptions 4

3) Tier 2 Tools 5

A) Solutions.24hourwebhostingsupport.com 5

B) SSH 5

C) Linux Shell Commands 7

D) IPCONFIG 9

4) Absolute and Relative Paths 10

A) Absolute Path 10

B) Relative Path 10

5) Possible Causes for Broken Sites 10

6) Installed Software: 11

7) UNIX Services on the Hostopia Platform 11

A) CGI (Common Gateway Interface) FAQ 12

B) Server Side Includes (SSI) FAQ 13

C) PERL FAQ 14

D) PHP FAQ 15

E) JSP FAQ 15

8) Windows® Services on the Hostopia Platform 18

A) Differences between Windows only Hosting and the Hybrid System 18

B) Functional Components 19

C) Non Functional Components 20

D) FrontPage + MS ACCESS 20

9) ASP 3.0 IIS 6 (Active Server Pages) 21

A) ASP Third Party Components 21

B) Server.MapPath() 22

C) The #include Directive 22

D) ASP Coding Examples 23

10) ASP.NET 1.0 and 2.0 27

A) Features in ASP.NET 2.0 27

B) ASP.NET CODEBEHIND and Precompiled DLL 28

C) Coding Considerations: 28

D) ASP.NET CODEBEHIND and DLL File Explanation 29

D) ASP.NET AJAX 29

E) Supported ASP.NET File Extensions 29

F) Unsupported ASP.NET file extensions: 30

G) Retrieving ASP.NET Error Messages 30

H) ASP.NET Coding Examples 30

11) ColdFusion 5 33

A) About ColdFusion 5 33

B) ColdFusion Applications 33

C) ColdFusion Tags 33

D) Supported ColdFusion Tags 34

E) Unsupported ColdFusion Tags 34

F) ColdFusion Error Messages 35

G) Custom ColdFusion Tags 35

H) ColdFusion Coding Examples 35

12) ColdFusion MX 7 37

13) Payment Gateways 37

13) SSL (Secure Socket Layer) 38

A) Security Certificates 38

B) Common Issues with Installing a Custom SSL Certificate. 38

C) Creating Symbolic Links aka Symlink 39

14) Databases 40

A) MS ACCESS (Microsoft Access) 41

B) MS SQL (Microsoft SQL) 42

C) MySQL 46

15) Common Issues for Tier 2 47

A) Email 47

B) Formmail 51

C) Sub Domains 53

D) Common Ports 54

E) Permissions 54

E) RealServer 59

F) EasySiteWizard 7 60

G) HTACCESS DIRECTIVES 63

H) Serrahost ProStores 64

I) FaxWire 65

J) Bell DNS Remaps 65

1) Technical Support Specialist – Level 2

In order to acquire the skill set level of Tier 2 Technical Support Specialist, the applicant must submit an email at allotted times open for qualification review. If the qualification requirements have been met, an entry exam must be written with a passing grade in order to proceed with the Tier 2 training curriculum. Those that do not pass the entry exam are eligible to rewrite the exam in 6 months.

Qualification Requirements

• Recommended 6 months experience in the Hostopia Technical Support Department at Tier 1 Level and meet all required qualifications listed below.

• Excellent Attendance

• Demonstrate superb organizational, problem solving, communication skills.

• Good understanding of networking and Internet protocol.

• Must score minimum 70% in the entry level examination which evaluates various tasks and responsibilities of a Technical Support Specialist within the Hostopia environment.

• Ability to support and reinforce the company’s business objectives.

• Excellent customer service skills (QA score of 80% and above).

• Bilingual English/French or English/Spanish an asset.

Certification Requirements

• Must receive passing grade of 80% in Tier 2 Certification exam.

• Knowledge of Operating Systems .

• Strong understanding of web design and terminology. Knowledge of web programming languages such as HTML, CGI, JavaScript, ASP, PHP, and ColdFusion or a basic understanding is essential.

• Knowledge of database management such as MySQL, MS SQL and MS ACCESS an asset.

Premium

• By passing the certification exam the applicant will achieve TECHNICAL SUPPORT SPECIALIST – Level 2 status and acquire Tier 2 skill set.

• A premium is awarded after successful completion of the Tier 2 course.

Responsibilities will include, but are not limited to, the following:

• Reports to: Supervisors, Manager of Operations

• Provide Tier 1 and Tier 2 technical assistance via telephone, email, and chat to our clients.

• Utilize http://solutions.24hourwebhostingsupport.com tools when processing Tier 2 Tickets (Sendmail/Bell Remaps).

• Know when to best utilize.snapshot

• Detailed knowledge of ProStores, Nexthaus SyncJe Suite, Paths

• Provide a first contact resolution approach by resolving the issue immediately or by proper escalation. Provide proper diagnosis and resolution to the customer.

• Keep accurate notes on system information and details on the situation, using the ticketing tools and logging procedures.

• Participate in department projects, assignments, tasks as defined by the Manager of Operations

• Assist in training tasks through shadowing of trainees, demonstrating systems and procedures during training seminars etc.

• Mentors for Level 1 Agents’ guidance through procedures, troubleshooting, and escalations.

• Assist partners in direct escalations and handle priority queues to assist strategic partners.

• Maintain excellent attendance.

• Maintain QA score of 80%