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This Certified IT 1, 2, and 2 Line Support Technician course explains the basic concepts of each of the three levels of support, giving delegates a full overview of how IT Support functions within an organisation. The topics covered include:
Module 1: Introduction to Support
Module 2: Useful Terminology and Concepts
Module 3: Dealing with Tickets Effective Communication Skills
Module 4: User Accounts
Module 5: Installing, Upgrading, and Configuring Software
Module 6: Working with Servers and Resolving Server-Side Issues
Module 7: Server Security and SSL
Module 8: Effective Management of Tools and Technology
Module 9: Service Development Cycle and Professional Development
The Certified IT 1st, 2nd & 3rd Line Support Technician Training Course is designed to provide participants with the skills and knowledge necessary to provide technical support across multiple tiers within an IT support hierarchy. This training course is especially beneficial for these professionals:
There are no formal prerequisites for this Certified IT 1, 2 & 3 Line Support Technician Training Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.
This 2-day Certified IT 1, 2, and 3 Line Support Technician course, delivered by our knowledgeable and experienced trainers, is designed to give delegates a basic understanding of how IT Support functions on multiple levels. The course covers the core elements of each level, aiming to help delegates understand how each level works and to which level they might be best suited.
Undertaking this 2-day course from The Knowledge Academy will allow you to understand the different lines of IT support, which can broadly be broken down into the following three sections: first-line, which is usually a phone and internet-based position and involves tackling password resets, troubleshooting, and other basic user problems; second-line support, which handles more advanced problems such as desktop issues and enabling or disabling user accounts; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.
Gaining Certified IT 1, 2, and 3 Line Support Technician status, by successfully finishing this course and receiving our certificate of completion, will prove to employers that delegates are competent not just of basic first-line IT support but can also tackle the more advanced tasks of second- or third-line support. This course will, therefore, equip delegates to undertake a wide range of IT support tasks, which is especially useful for organisations wherein the line system is not used or there is significant overlap between the different lines of IT support.
Why choose us
Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.
Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.
This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.
All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience
Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!
This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.
Our courses can be adapted to meet your individual project or business requirements regardless of scope.
Cut unnecessary costs and focus your entire budget on what really matters, the training.
This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.
Keep track of your employees’ progression and performance in your own workspace.
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
We may not have any package deals available including this course. If you enquire or give us a call on +44 1344 203 999 and speak to our training experts, we should be able to help you with your requirements.