fatp Posted May 19, 2009 Posted May 19, 2009 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.
irsprint Posted May 19, 2009 Posted May 19, 2009 1st line - phone support 2nd line - internal callout support 3rd line - external callout support
jamesb Posted May 19, 2009 Posted May 19, 2009 Some places do mix their support levels rather than having the standard three. What're the job titles which're confusing you?
IanT Posted May 19, 2009 Posted May 19, 2009 1st line - Phone\Basic support 2nd line - Onsite work, general it support 3rd line - Onsite work, Projects, Installations, Indepth Technical stuff
powdarrmonkey Posted May 19, 2009 Posted May 19, 2009 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.
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