Certified IT 1, 2 & 3 Line Support Technician

  • Gain an understanding of support technician with 1st, 2nd and 3rd line support.
  • Acquire knowledge in continual service improvement model and SDC.
  • Become familiarised with Service Development Cycle (SDC), server security, and SSL.

Key Points About Certified IT 1, 2 & 3 Line Support Technician

237 Learners Recommended

Duration: 2 Days*

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Certified IT 1, 2 & 3 Line Support Technician

Course Overview

IT support technicians offer help to computer users by answering questions, solving technical problems and maintaining a business's network, software, and computer equipment. This course covers the knowledge which is necessary for level one, two, and three.

This two-day course teaches by knowledgeable and experienced instructors. They will allow delegates to understand how IT support functions on multiple levels and recognise the different lines of IT support. In first-line delegates will learn the advantages of IT service management, how to use the ticket management system, continuous improvement, and effective communication skills. Second-line support, which handles installing, upgrading, configuring software, deploying a simple application, monitoring, and configuring applications. Third line support, which manages servers, layers of infrastructure, common server problems, server security and SSL, effective management of tools and technology.

Certified IT 1, 2, and 3 Line Support Technician course will prove to employers that delegates are capable not just of first-line IT support but can also challenge the more advanced tasks of second or third-line support. This course will, therefore, prepare delegates to start a wide range of IT support tasks, which is especially useful for organisations, and it is a necessary connection between the different lines of IT support.

Course Outline

Introduction to Support

  • What is a Support Technician?
  • First-Line Support
  • Roles and Responsibilities of Service Desk
  • Second and Third Line Support
  • Defining Strategic Requirements
  • Developing a Strategic Role
  • Integrating the Service Desk

Useful Terminology and Concepts

Line 1: Dealing with Tickets

  • The Advantages of an IT Service Management
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Example: Resetting a Password
  • Continued Improvement

Line 1: Effective Communication Skills

  • Understand Effective Communication Skills
  • Problems with Communication
  • Handling Users
  • Improving Your Verbal and Email Communication
  • Internal Communication

Line 2: User Accounts

  • Second-Line Support
  • Progressing from First-Line Support
  • Second-Line Support Tasks
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

Line 2: Installing, Upgrading, and Configuring Software

  • System Centre Configuration Manager
  • SCCM Components
  • Creating a Simple Application
  • Deploying a Simple Application
  • Monitoring and Configuring Applications

Line 3: Working with Servers

  • Third-Line Support
  • Types of Server
  • Domain Name Server
  • Managing Servers
  • Layers of Infrastructure

Line 3: Resolving Server-Side Issues

  • Common Server Problems

Line 3: Server Security and SSL

  • Server Security
  • SSL Case Study

Effective Management of Tools and Technology

  • Management of Tools and Technologies

SDC (Service Development Cycle)

  • Understand SDC (Service Development Cycle)
  • Approach
  • Demand Management

Professional Development

In this Certified IT 1, 2 & 3 Line Support Technician course, there are no formal prerequisites. 

This course intends for anyone who is currently working in internal/external IT-related roles. It is much more beneficial for:

  • Software Developer
  • IT Managers and IT Professionals
  • Support Technicians Engineer
  • Customer Care
  • Who wants to enhance practical communication skills

The Certified IT 1, 2 & 3 Line Support Technician Cost in United Kingdom Starts from £1645.00

Please see our Helpdesk Training courses available in United Kingdom


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Learn from the comfort of your home or office

Join discussions via computer or mobile device

Interact with subject matter experts

40 Hours (on average)

90 Days Access

Certificate upon completion

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Monitor employee development

Key points about this course

237 Learners Recommended

Duration: 2 Days*

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Your online (Certified IT 1, 2 & 3 Line Support Technician) package

Upon purchase you will receive a password via the email you used to purchase the course.

You will then be able to login to our online learning platform with your email and password.

You will have access to the platform for 90 days to complete your course.

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