What is the difference between 1st line and 2nd line support?
First line support teams will encounter every issue that comes through.
They’ll solve those they can solve easily — FAQs, basic support requests etc.
Second line support teams only encounter queries and customers that first-line support isn’t equipped to handle..
What does a 1st line support technician do?
Main responsibilities: * Provide first line I.T support (Fix) to end users. * Interpret customer requirements and provide advice and support on potential solutions to resolve (fix) I.T related issues as they arise.
What does 3rd line support mean?
3rd Line Support – Most of the time a more specialised individual or team for onsite contact – Job titles such as Network Specialist, Server Specialist/Engineer and many more specialised job roles. … This all of course depends on the decisions and points of view of the individual companies involved.
What is 1st 2nd and 3rd level support?
The first line of support provides basic / common assistance; for more complex tasks, there is the second line of support; and for external services or highly technology-specific issues, there is the third line of support.