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

Discussion in 'Employment & Jobs' started by hugorilho, May 29, 2009.

  1. hugorilho

    hugorilho Byte Poster

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    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?
     
    Certifications: MCDST
  2. Adam Banner

    Adam Banner Poster Galore

     
  3. fatp

    fatp Byte Poster

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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 :)
     
    Certifications: Comp Sci BSc, NVQ 2 & 3 IT Professional
    WIP: Comptia A+, Network+
  4. jk2447

    jk2447 Petabyte Poster Forum Leader

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    Good breakdown Fatp, nice one :biggrin
     
    Certifications: BSc (Hons), HND IT, HND Computing, ITIL-F, MBCS CITP, MCP (270,290,291,293,294,298,299,410,411,412) MCTS (401,620,624,652) MCSA:Security, MCSE: Security, Security+, CPTS, VCP4, CCA (XenApp6.5), MCSA 2012, VCP5
    WIP: Not really sure :S
  5. hugorilho

    hugorilho Byte Poster

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    Hey fatp,

    thank you very much for clearing this out. Cheers.
     
    Certifications: MCDST
  6. Bluerinse

    Bluerinse Exabyte Poster Moderator

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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.
     
    Certifications: C&G Electronics - MCSA (W2K) MCSE (W2K)
  7. fatp

    fatp Byte Poster

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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.
     
    Certifications: Comp Sci BSc, NVQ 2 & 3 IT Professional
    WIP: Comptia A+, Network+
  8. hugorilho

    hugorilho Byte Poster

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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?
     
    Certifications: MCDST
  9. Josiahb

    Josiahb Gigabyte Poster

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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.
     
    Certifications: A+, Network+, MCDST
    WIP: MCSA: Server 2012, LPIC-1
  10. michael78

    michael78 Terabyte Poster

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    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).
     
    Certifications: A+ | Network+ | Security+ | MCP | MCDST | MCTS: Hyper-V | MCTS: AD | MCTS: Exchange 2007 | MCTS: Windows 7 | MCSA: 2003 | ITIL Foundation v3 | CCA: Xenapp 5.0 | MCITP: Enterprise Desktop Administrator on Windows 7 | MCITP: Enterprise Desktop Support Technician on Windows 7
    WIP: Online SAN Overview, VCP in December 2011
  11. hugorilho

    hugorilho Byte Poster

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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?
     
    Certifications: MCDST
  12. michael78

    michael78 Terabyte Poster

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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.
     
    Certifications: A+ | Network+ | Security+ | MCP | MCDST | MCTS: Hyper-V | MCTS: AD | MCTS: Exchange 2007 | MCTS: Windows 7 | MCSA: 2003 | ITIL Foundation v3 | CCA: Xenapp 5.0 | MCITP: Enterprise Desktop Administrator on Windows 7 | MCITP: Enterprise Desktop Support Technician on Windows 7
    WIP: Online SAN Overview, VCP in December 2011
  13. hugorilho

    hugorilho Byte Poster

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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!!!
     
    Certifications: MCDST
  14. -Mercury-

    -Mercury- Byte Poster

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    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
     
    Certifications: MCSA|MCDST|A+|Net+
    WIP: CCENT
    Arroryn and Sparky like this.