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Extreme confusion about the three tiers of support

Discussion in 'Employment & Jobs' started by fatp, Apr 10, 2009.

  1. fatp

    fatp Byte Poster

    :rolleyes:Hi Guys.

    I am in extreme confusion about the three tiers of support. I applied for a job a while ago that was advertised a 1st line support (desktop support) more money obviously, but my current job is 1st and 2nd line support (also was advertised as desktop support).

    Now, my understanding of the three tiers is

    1st Line Support - Helpdesk Support (Resolving calls over the phone on a service desk)
    2nd Line Support - Desktop Support ( Working onsite on the client desktop pcs)
    3rd Line Support - Network Administration / Management (Working onsite on the servers, routers, switches etc)

    So what is going on here? :eek:

    I know terms vary from company to company but is it better to focus on the job description rather than actual job titles?

  2. UKDarkstar
    Honorary Member

    UKDarkstar Terabyte Poster

    Most definitely. definitions will vary enormously depending on the size of the organisation, some may just classify everything as "support", others may run specific end-user helpdesks and deal in minor queries relating to things like MS Office leaving technical bits to a higher level support function. The variety of definitions and job descriptions can be very wide and very varied.

    Don't get hung up on the terms.
    Certifications: BA (Hons), MBCS, CITP, MInstLM, ITIL v3 Fdn, PTLLS, CELTA
    WIP: CMALT (about to submit), DTLLS (on hold until 2012)
  3. daft_togger

    daft_togger Nibble Poster

    I would not get too hung up on the levels.....these only tend to get used in larger companies anyway.

    If you work for a small to medium, chances are you'll be all three levels.

    I work in a 3rd line support team, and we do all 3 levels vast majority being 3rd/2nd line....but with plenty 1st line type work too. Main reason for this is cost to put in place a 3 tier support model.......

    Fine by me if they want to pay us 3rd line salaries to do 1st and 2nd line work......!
    Certifications: 70-290, 70-620
    WIP: 70-291
  4. derkit

    derkit Gigabyte Poster

    ITIL implementation can also play a part:

    1st line/service desk - answer phones
    3rd line - design/change/proper geek stuff

    anything else techie falls in 2nd line.

    At least thats a vague way I've seen it implemented.
    Certifications: MBCS, BSc(Hons), Cert(Maths), A+, Net+, MCDST, ITIL-F v3, MCSA
    WIP: 70-293
  5. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

    Yup, job titles can be vague sometimes.
    Certifications: MSc MCSE MCSA:M MCSA:S MCITP:EA MCTS(x5) Security+ Network+ A+
    WIP: Office 365, Server 2016, CEH
  6. Gingerdave

    Gingerdave Megabyte Poster

    If you look at it as a flow - thats what helped me as first line can be bassed in a building with face to face contact with the clients.

    tier 1: Inital point of contact and simple problem solving.
    tier 2: intermidate problem solving
    tier 3: high end scary technical stuff

    Well atleast thats how it breaks down in my mind...
    Certifications: A+,MCP, MCDST, VCP5 /VCP-DV 5, MCTS AD+ Net Inf 2008, MCSA 2008
    WIP: MCSA 2012
  7. NoCompanyIT

    NoCompanyIT Nibble Poster

    When searching for I.T Support jobs you spend most of the time changing the search criteria so you don't miss any.

    I.T Support
    PC Support
    Computer Support
    1st Line
    2nd Line
    3rd Line
    I.T Technician
    PC Technician
    Computer Technician
    Desktop Support
    Server Support
    Desktop Technician
    Server Technician
    ICT Support
    ICT Technician
    Certifications: Bsc (1st)

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