Certified IT 1, 2 & 3 Line Support Technician

Certified IT 1, 2 & 3 Line Support Technician Training Overview

This 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 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.

Certified IT 1, 2 & 3 Line Support Technician Course Outline

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:

• Introduction to Support
• Useful Terminology and Concepts
• Line 1: Dealing with Tickets
• Line 1: Effective Communication Skills
• Line 2: User Accounts
• Line 2: Installing, Upgrading, and configuring software
• Line 3: Working with Servers
• Line 3: Resolving Server-Side Issues
• Line 3: Server Security and SSL
• Effective Management and Tools and Technology
• SDC (Service Development Cycle)
• Professional Development

Anybody wishing to gain an understanding of IT support and the skills required to carry it out effectively.

Who should attend this Helpdesk Training Course?

This IT Support course is suitable for all delegates with an interest in technology, those who currently work in internal or external IT-related roles, or those who want to increase their knowledge and capability in regards to the IT sector.

Prerequisites

There are no formal prerequisites for taking this course, meaning that anyone who is interested is welcome to attend.