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I have been looking around for various jobs in the private sector and the job descriptions have blurred my understanding of 1st/2nd/3rd line support.
My basic understanding of the three tiers is as follows:
1st - Helpdesk Support
2nd - Desktop Support
3rd - Network Administration
Do people agree with the above?
The jobs that I have been applying for are a mix of 1st and 2nd line. I tend to meeta all there requirements with my 18 months of tech experience but job titles throw me.
1st line - phone support
2nd line - internal callout support
3rd line - external callout support
Some places do mix their support levels rather than having the standard three. What're the job titles which're confusing you?
1st line - Phone\Basic support
2nd line - Onsite work, general it support
3rd line - Onsite work, Projects, Installations, Indepth Technical stuff
In practice (at least IME) the lines do get very blurred in education, largely because there's often only one or two people doing all three roles.