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Difference between 1st, 2nd and 3rd line support?

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    Difference between 1st, 2nd and 3rd line support?

    Hey guys,

    I'm new in IT (well, TBH, haven't even started yet...) and new to the UK. I'm sure that there similar jobs to the ones in thread title in Portugal where I come from. But in the company where I use to work there was this tech guy who drove around our county (in Portugal we call it districts) and fix problems that would occur with the companies computers. Therefore I must admit that I don't know the differences between the jobs mentioned in the thread title . I'm studying for my MCDST. What kind of jobs would this enable me to apply?

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    Kilobyte Poster fatp's Avatar
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    Hi buddy.

    If you do a search, there are many threads like this one, and I have personally posted one myself.

    The definition tends to vary from company, sector etc but IMO is as below:

    1st Line Support - Helpdesk (Job titles such as Helpdesk Analyst, First Line Support, Call Logger)
    Typically involves resolving calls over the phone in ans ervice desk environment and may escalte to 2nd line support.

    2nd Line Support - Desktop Support (Job titles such as IT Technician, PC Engineer, Desktop Support Analyst)
    Typically involves onsite desktop support of all workstations, printers, scanners etc

    3rd Line Support - Network Support (Job titles such as Netowrk Admin, Network Manager, Server Engineer)

    Typically involves onsite support of all servers and dedicated to maintenance of network related issues.

    FatP

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    Forum Leader - The Lounge jk2447's Avatar
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    Quote Originally Posted by fatp View Post
    Hi buddy.

    If you do a search, there are many threads like this one, and I have personally posted one myself.

    The definition tends to vary from company, sector etc but IMO is as below:

    1st Line Support - Helpdesk (Job titles such as Helpdesk Analyst, First Line Support, Call Logger)
    Typically involves resolving calls over the phone in ans ervice desk environment and may escalte to 2nd line support.

    2nd Line Support - Desktop Support (Job titles such as IT Technician, PC Engineer, Desktop Support Analyst)
    Typically involves onsite desktop support of all workstations, printers, scanners etc

    3rd Line Support - Network Support (Job titles such as Netowrk Admin, Network Manager, Server Engineer)

    Typically involves onsite support of all servers and dedicated to maintenance of network related issues.

    FatP
    Good breakdown Fatp, nice one

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    Hey fatp,

    thank you very much for clearing this out. Cheers.

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    Moderator Bluerinse's Avatar
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    Just bear in mind though, that it varies from company to company, so there is no definitive answer. In a small company for example you would find these rolls all mixed into one. and others the distinction between one level and another is blurred.

    However, as a guide.. fatp's post is good.

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    Kilobyte Poster fatp's Avatar
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    Theres also an IT job title called 'Field Engineer' - Travelling from client sites to sites

    This may involve only desktop support work but usually is typicallly a mix of 1st, 2nd and 3rd Line work.

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    What kind of jobs could I apply for with an MCDST? My idea is to start apllying for trainee jobs as soon as I've finished the MCDST. But should I do an entry-level Comptia cert like A+ or N+ before I start applying for jobs?

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    Terabyte Poster Josiahb's Avatar
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    With no previous IT experience your going to want to go for 1st line type roles, time in the trenchs will serve you well in later life and the majority of IT departments like you to have real world experience.

    1st line can be a soul destroying experience but the experience you'll gain (not just IT experience but customer facing as well) will make you a far better IT professional in the long run.

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    Petabyte Poster michael78's Avatar
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    Quote Originally Posted by hugorilho View Post
    What kind of jobs could I apply for with an MCDST? My idea is to start apllying for trainee jobs as soon as I've finished the MCDST. But should I do an entry-level Comptia cert like A+ or N+ before I start applying for jobs?

    Unless your very luck you will probably have to start in 1st line. I was lucky and started in 2nd line but on a very poor wage and worked from there (the salary does get a lot better but takes time).

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    Thank you so much for your help. One last thingy (sorry! hehe). Is an MCDST enough to enable me to apply for 1st line jobs or should I do an entry level Comptia cert? I'm leaning torwards the N+ but in the long run I want to do A+ as well. What do you guys recomend?

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    Petabyte Poster michael78's Avatar
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    I always say the Comptia A+ and Network+ are good for expanding your basic knowledge and not your career. Most employers are interested in Microsoft and Cisco certs.

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    Thank you slype. Good advice. I'm going for the N+ plus right after I nailed the MCDST (hopefully). This forum RULEZZZZ!!!

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    Kilobyte Poster -Mercury-'s Avatar
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    Quote Originally Posted by fatp View Post

    1st Line Support - Helpdesk (Job titles such as Helpdesk Analyst, First Line Support, Call Logger)
    Typically involves resolving calls over the phone in ans ervice desk environment and may escalte to 2nd line support.

    2nd Line Support - Desktop Support (Job titles such as IT Technician, PC Engineer, Desktop Support Analyst)
    Typically involves onsite desktop support of all workstations, printers, scanners etc

    3rd Line Support - Network Support (Job titles such as Netowrk Admin, Network Manager, Server Engineer)

    Typically involves onsite support of all servers and dedicated to maintenance of network related issues.

    FatP
    The above text has been used in a CBTNugget video and a credit given to certforum.co.uk.

    CBT Nuggets Help Desk Institute HDI Desktop Support Technician

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