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Course Information

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 Servers
  • 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)

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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 regard to the IT sector.


There are no formal prerequisites for taking this course, meaning that anyone who is interested is welcome to attend.

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.

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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

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Certified IT 1, 2 & 3 Line Support Technician FAQs


Please arrive at the venue at 8:45am.
There are no prerequisites for this course
We can 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 the United Kingdom starts from £1295
The Knowledge Academy is the Leading global training provider for Certified IT 1, 2 & 3 Line Support Technician.
Please see our Helpdesk Training courses available in the United Kingdom

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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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"

Joshua Davies, Thames Water

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