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1st / 2nd line support differs?

Discussion in 'Employment & Jobs' started by fatp, Sep 26, 2008.

  1. fatp

    fatp Byte Poster

    Hi guys.

    How does the 1st / 2nd line support differ in terms of job duties and responsibilities? Is there a siginificant difference in salary as well?

    This may vary from organisation to organisation, of course.

    FatP. :)
    Certifications: Comp Sci BSc, NVQ 2 & 3 IT Professional
    WIP: Comptia A+, Network+
  2. craigie

    craigie Terabyte Poster

    The pay scale is upto an extra £6K in our company.

    2nd line get more access and pretty much never answer the phones unless we have a major incident to help out.

    2nd line are required to fix nearly all issues. Pretty much they have to tell 3rd line exactly the work they require doing, but are limited on access to do this themselves.
    Certifications: CCA | CCENT | CCNA | CCNA:S | HP APC | HP ASE | ITILv3 | MCP | MCDST | MCITP: EA | MCTS:Vista | MCTS:Exch '07 | MCSA 2003 | MCSA:M 2003 | MCSA 2008 | MCSE | VCP5-DT | VCP4-DCV | VCP5-DCV | VCAP5-DCA | VCAP5-DCD | VMTSP | VTSP 4 | VTSP 5
  3. BosonMichael
    Highly Decorated Member Award

    BosonMichael Yottabyte Poster

    You've answered yourself:

    Certifications: CISSP, MCSE+I, MCSE: Security, MCSE: Messaging, MCDST, MCDBA, MCTS, OCP, CCNP, CCDP, CCNA Security, CCNA Voice, CNE, SCSA, Security+, Linux+, Server+, Network+, A+
    WIP: Just about everything!
  4. sunn

    sunn Gigabyte Poster

    It does differ from employer to employer, but it can even differ between departments in the same company.

    At our place:
    1st Level: Takes calls and attempts general troubleshooting
    -- When calls are escalated they go either PC/Server path; App path; or Networking path
    -- I can’t comment on the others, but in regards to networking when the call is escalated to the networking troubleshooting team we (networking side) call that 1st Level support.

    Thus Level 2 support is what is ‘normally’ held by Level 3; and our version of Level 3 is the Engineering team

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