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Classroom Training

At The Knowledge Academy, our classroom-based training courses allow delegates to study and learn in a friendly, engaging, and interactive environment. We ensure the very best level of teaching, with first-rate instructors, resources, and state-of-the-art facilities. We provide courses of varying durations and can arrange weekend and residential courses in order to suit your requirements.

Furthermore, our classroom courses are carried out in thousands of locations worldwide, making training easily accessible wherever you are. Our courses typically begin at 9.00 am and continue until 5.00 pm each day, with breaks and refreshments provided. , As our most popular form of training available, we pride ourselves in continuously delivering an outstanding learning experience for our delegates in the classroom.

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  • Direct support from our experienced trainers throughout the course
  • Training courses available in thousands of locations globally
  • Partake in engaging and valuable activities in the classroom to boost your learning potential
  • Receive an all-encompassing learning experience

Online Training

Our online-based training courses aim to provide you with a complete training experience. Due to their flexibility, these courses are greatly suited to busy working professionals, or any individual who would prefer the convenience of an online training course.

Our Computer-Based Training (CBT) courses remove the time and cost associated with travelling to course locations. You can complete your chosen course in any location, and work at your own pace, as the learning portal can be accessed 24/7. All of our online training courses have technical and administrative support and mobile access. Furthermore, each course has been carefully designed to incorporate informative, instructive, and engaging content. In this way, online learning can guarantee a valuable and enjoyable training solution.

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  • Our flexible online courses provide you with 24/7 access
  • Take your time with 90 days from first login to complete the course
  • Enjoy an engaging and interactive learning experience
  • Courses available through our easy-to-use learning portal

In-House Training

Our In-House training option allows you to select any of our courses and receive training at a venue of your choice, by any method of your choice.

In-House courses deliver training to multiple employees at once, thus reducing travel expenses and providing you with the ultimate convenience and value for money. In addition, this option allows you to receive a training course that has been specifically tailored to meet your business needs, ensuring first-class quality, applicability, and value.

By choosing to bring bespoke training to the office, you can improve business performance, and make your organisation more streamlined, resourceful, and profitable. With over 25 years’ of experience, we are the market-leaders of In-House training.

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  • Reduce the costs of employees taking time away from the workplace to train
  • Streamline your business with this bespoke training solution
  • Maximise your training budget
  • Monitor your employees’ progress and ensure that they receive applicable qualifications

Virtual Training

Our Virtual training courses provide you with the option to learn using a specialised simulated virtual environment. In this environment, our expert training instructors will be able to convey information and provide you with the all the knowledge you require to earn your qualification with The Knowledge Academy. As the largest global training provider, this method of training allows us to extend our training scope to those who may not be able to attend a classroom course itself, but would like to receive direct training and support from an instructor.
Using this training delivery method, you would benefit from the convenience of remote access and the elimination of the time and cost associated with travelling to a training venue.

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  • Receive direct support from our experienced trainers
  • Acquire the benefits of a classroom course, without the need to travel
  • Train from the comfort of your own home using remote access
  • All virtual training courses come with technical and administrative support
IT Service Management

Certified IT 1, 2 & 3 Line Support Technician

Popular Course

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Course Information

This specially designed technical course is intended for those who want to learn the 3 levels of IT Line Support.  Delegates who have completed the training should be able to understand and fulfill the roles of IT professionals involved in the 3 levels of Line Support.

The following subjects will be taught during this course:

  • Understanding the 3 different levels of Line Support
  • Understanding the terminology within IT Support
  • Learning how to resolve any IT related incidents
  • Creating user accounts and resetting passwords
  • Learning how to upgrade different types of software
  • Learning how to solve any configuration issues
  • Learn how to repair servers
  • Gaining an awareness and understanding of a technical infrastructure
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The roles of IT support can be broken down into 3 levels:

1st Line Support

1st Line support is usually a phone and internet-based position. Job roles within this type of service are commonly Helpdesk, first line support and IT call desk. The types of issues that a 1st Line Support technician should be able to fix are password resets, troubleshooting, and other basic user problems.

2nd Line Support

2nd Line support usually handles breaks or fixes from a desktop, laptop, and other devices. Other roles a 2nd line support technician should be able to handle include configuration issues, troubleshooting and software installations.

3rd Line Support

A 3rd Line support technician commonly has the most knowledge and experience in a company. This position should be able to support database administration, repair servers and create Data Centres. The 3rd Line Support technician looks at the whole technical infrastructure of the business and should have the ability to deploy solutions to solve any problems.

This technical course will help you understand all of these roles so that you can gain the confidence to become an IT professional.

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The IT 1, 2 & 3 Line Support Technician certification is recommended for:

  • Anyone who wants to improve their IT Service Skills
  • Wants to work in the line of IT Support
  • Anyone who delivers internal IT support
  • Anyone who delivers external IT support
  • Anyone who wants to understand the different roles of IT Support.


There are no prerequisites for this course.

Available delivery methods for this course:





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Simple to setup and easy to use on any device

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Resources Included

Resources are included for a comprehensive learning experience

Various Delivery Methods

Flexible delivery methods are available depending on your learning style

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 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

Some of our clients

"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

"...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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