Certified IT 1, 2 & 3 Line Support Technician

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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

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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.

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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

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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 £2525.00

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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Add additional features

6 Months Access - £ 290.11

1 Year Access - £ 581.72

Personal career coach and career services

£ 1892.85

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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