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Certified IT 1, 2 & 3 Line Support Technician

Key points about this course


Duration: 2 Days*

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  • Gain an overview of how IT Support functions, from changing passwords to managing servers<
  • This Certified IT 1, 2, and 3 Line Support Technician course includes comprehensive course
  • Taking this 2-day course will allow delegates to receive detailed tuition from our expert

Available delivery methods for this course

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Classroom

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In-house

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Live Virtual

Course Information

Course Description

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.

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
  • Useful Terminology and Concepts
  • Line 1: Dealing with Tickets
  • Line 1: Effective Communication Skills
  • Line 2: User Accounts
  • Line 2: Installing, Upgrading, and configuring software
  • Line 3: Working with Servers
  • Line 3: Resolving Server-Side Issues
  • Line 3: Server Security and SSL
  • Effective Management and Tools and Technology
  • SDC (Service Development Cycle)
  • Professional Development

Who should attend?

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 ] day(s)
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
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

What’s Included?

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

Dates & Prices

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How will you be funding your training?

Self funding

Company funding

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Key points about this course


Duration: 2 Days*


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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.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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

Diane Gray, Shell

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