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Certified IT 1, 2 & 3 Line Support Technician - Australia

Key points about this course


Duration: 2 Days*

Support: 24/7

Dates & Prices Enquire
  • Gain an overview of how IT Support functions, from changing passwords to managing servers.
  • Certified IT 1, 2, & 3 Line Support Technician course includes course materials.
  • This 2 day course will allow delegates to receive detailed tuition from our trainers.

Available delivery methods for this course

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Classroom

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Live Virtual

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Online

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In-house

Course Information

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

This 2-day 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 2-day 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

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

 

Useful Terminology and Concepts

 

Line 1: Dealing with Tickets

  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Example: Resetting a Password
  • Continued Improvement
  • Effective Communication Skills

 

Line 2: User Accounts

  • Second-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

 

Line 2: Installing, Upgrading, and Configuring Software

  • System Center 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
  • Managing Servers
  • Layers of Infrastructure

Line 3: Resolving Server-Side Issues

 

Line 3: Server Security and SSL

  • Secure Shell Keys
  • Firewalls
  • SSL Certificates
  • SSL Case Study

 

Effective Management of Tools and Technology

  • Automated Call Distribution (ACI)
  • Computer Telephony Integration (CTI)

 

SDC (Service Development Cycle)

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.

Please arrive at the venue at 8:45am.
There are no prerequisites for this course
We are able to provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 2 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Certified IT 1, 2 & 3 Line Support Technician certification in Australia starts from $1599
The Knowledge Academy is the Leading global training provider in the world for Certified IT 1, 2 & 3 Line Support Technician.

What’s Included in this Helpdesk Training Course?

This training course features:

  • The Knowledge Academy’s Certified IT 1, 2, and 3 Line Support Technician courseware and materials
  • The knowledge of an experienced instructor
  • Certificate of Completion
  • Refreshments

Key points about this course


Duration: 2 Days*

Support: 24/7

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Certified IT 1, 2 & 3 Line Support Technician Dates & Prices

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Adelaide
Thu 21st Nov 2019
Places available
$3695
Perth
Thu 21st Nov 2019
Places available
$3695
Melbourne
Thu 21st Nov 2019
Places available
$3295
Canberra
Thu 21st Nov 2019
Places available
$3295
Brisbane
Thu 21st Nov 2019
Places available
$4919
Sydney
Thu 21st Nov 2019
Places available
$3295
Thu 28th Nov 2019
Places available
$2395
Thu 26th Dec 2019
Places available
$2395
Canberra
Thu 16th Jan 2020
Places available
$3295
Adelaide
Thu 16th Jan 2020
Places available
$3695
Perth
Thu 16th Jan 2020
Places available
$3695
Brisbane
Thu 16th Jan 2020
Places available
$3695
Sydney
Thu 16th Jan 2020
Places available
$3295
Melbourne
Thu 16th Jan 2020
Places available
$3295
Thu 16th Jan 2020
Places available
$2395
Thu 13th Feb 2020
Places available
$2395
Thu 12th Mar 2020
Places available
$2395
Brisbane
Thu 19th Mar 2020
Places available
$3695
Sydney
Thu 19th Mar 2020
Places available
$3295
Melbourne
Thu 19th Mar 2020
Places available
$3295
Canberra
Thu 19th Mar 2020
Places available
$3295
Adelaide
Thu 19th Mar 2020
Places available
$3695
Perth
Thu 19th Mar 2020
Places available
$3695
Thu 16th Apr 2020
Places available
$2395
Thu 14th May 2020
Places available
$2395
Brisbane
Thu 21st May 2020
Places available
$3695
Sydney
Thu 21st May 2020
Places available
$3295
Melbourne
Thu 21st May 2020
Places available
$3295
Canberra
Thu 21st May 2020
Places available
$3295
Adelaide
Thu 21st May 2020
Places available
$3695
Perth
Thu 21st May 2020
Places available
$3695
Thu 11th Jun 2020
Places available
$2395
Thu 9th Jul 2020
Places available
$2395
Perth
Thu 16th Jul 2020
Places available
$3695
Canberra
Thu 16th Jul 2020
Places available
$3295
Adelaide
Thu 16th Jul 2020
Places available
$3695
Brisbane
Thu 16th Jul 2020
Places available
$3695
Sydney
Thu 16th Jul 2020
Places available
$3295
Melbourne
Thu 16th Jul 2020
Places available
$3295
Thu 13th Aug 2020
Places available
$2395
Thu 10th Sep 2020
Places available
$2395
Perth
Thu 17th Sep 2020
Places available
$3695
Canberra
Thu 17th Sep 2020
Places available
$3295
Adelaide
Thu 17th Sep 2020
Places available
$3695
Brisbane
Thu 17th Sep 2020
Places available
$3695
Sydney
Thu 17th Sep 2020
Places available
$3295
Melbourne
Thu 17th Sep 2020
Places available
$3295
Thu 8th Oct 2020
Places available
$2395
Thu 12th Nov 2020
Places available
$2395
Sydney
Thu 19th Nov 2020
Places available
$3295
Brisbane
Thu 19th Nov 2020
Places available
$3695
Melbourne
Thu 19th Nov 2020
Places available
$3295
Adelaide
Thu 19th Nov 2020
Places available
$3695
Perth
Thu 19th Nov 2020
Places available
$3695
Canberra
Thu 19th Nov 2020
Places available
$3295
Thu 10th Dec 2020
Places available
$2395

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Key points about this course


Duration: 2 Days*

Support: 24/7


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Various delivery methods

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell