Your wish is granted!
Just some further pointers:
1. Service desk (or "first-line" support) tends to be involved in two major activities:
- identifying, logging, categorising and resolving incidents (or escalation if the incident can't be matched to a known error)
- request fulfilment, ie: providing a formal channel to collate and address requests (non-incidents).
This role tends to be more customer-facing than technical - they're employed for their diplomacy and interpersonal skills, ability to extract and capture relevant information. They should also be fairly thick-skinned and patient, since they'll be dealing with callers that could be angry, frustrated, impatient and ignorant. It's not for the faint-hearted.
2. 2nd/3rd-line support, sometimes given the following titles:
- system administrators/operations
- system operations
- network mangement
- IT operations
- Infrststructure operations
These roles are concerned with two major responsibilities:
- keeping things operational: running routine tasks to keep things ticking over and preventing outbreaks of incidents
- providing resolutions to the service desk by root cause analysis of incidents to uncover the underlying problem, then either populating the known error database with a workaround for the service desk to use, or forming a business case to deploy a permanent change that should eradicate repeat incidents.
The latter is more a job for Linuxy people.
Note that system administration in the Linux world is more about being a systems
manager - it's not just about reactively fixing issues when they arise, it's also about researching and championing capabilities of Linux, taking a position on steering groups to provide input when business decisions need to be made, and formulating policy and guidance about the productive usage of Linux systems.
And finally, it's also about being realistic about timescales and things that Linux cannot do (or that would be cheaper for the company to do using Windows).
