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:

Module 1: Introduction to Support

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

Module 2: Useful Terminology and Concepts

  • Introduction to Terminology and Concepts

Module 3: Dealing with Tickets Effective Communication Skills

  • Advantages of an IT Service Management
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Continued Improvement
  • Effective Communication Skills
  • Problems with Communication
  • Handling Users
  • Improving Your Verbal and Email Communication
  • Internal Communication

Module 4: User Accounts

  • Second-Line Support and Task
  • Progressing from First-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

Module 5: Installing, Upgrading, and Configuring Software

  • System Centre Configuration Manager
  • SCCM Components
  • Creating and Deploying a Simple Application
  • Deploying a Simple Application
  • Monitoring and Configuring Applications

Module 6: Working with Servers and Resolving Server-Side Issues

  • Third-Line Support
  • Types of Server
  • Domain Name Server
  • Managing Servers
  • Layers of Infrastructure
  • Common Server Problems

Module 7: Server Security and SSL

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

Module 8: Effective Management of Tools and Technology

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

Module 9: Service Development Cycle and Professional Development

  • Introduction to SDC
  • Approach
  • Demand Management
  • Benefits of Providing PD Training
  • Coaching and Mentoring
  • Benefits of Coaching and Mentoring

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Who should attend this Certified IT Support Technician Training Course?

The Certified IT 1st, 2nd & 3rd Line Support Technician Training Course is designed to provide participants with the skills and knowledge necessary to provide technical support across multiple tiers within an IT support hierarchy. This training course is especially beneficial for these professionals:

  • IT Support Technicians
  • Helpdesk Technicians
  • Service Desk Technicians
  • Entry-Level IT Professionals
  • Technical Support Specialists
  • User Support Technicians
  • IT Consultants

Prerequisites of the IT Support Technician Training Course

There are no formal prerequisites for this IT Support Technician Online Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.   

IT Support Technician Training Course Overview

Unlock the world of IT support with our IT Support Training a crucial one-day course by the Knowledge Academy. This course is designed to give delegates a basic understanding of how IT Support functions on multiple levels. Gain insights into hardware, software, and networking, ensuring a solid foundation for IT support roles.

Mastering IT Support Training is vital for professionals aiming to excel in IT support roles. This knowledge is essential for understanding the different lines of IT support, which can be broken down into the following three sections: first line, which is an internet-based position, second-line support, which handles desktop issues; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

This 2-day training at the Knowledge Academy ensures delegates acquire the necessary skills and knowledge to earn the IT Support Technician Certificate. The course covers comprehensive modules, providing a practical and efficient learning experience. This course will equip delegates to undertake a wide range of IT support tasks.

Course Objectives:

  • Develop proficiency in hardware and software troubleshooting
  • Gain a deep understanding of network configurations
  • Acquire skills for diagnosing and resolving technical issues
  • Prepare for the IT Support Technician Certification examination
  • Enhance career prospects with real-world IT support expertise

Upon completion, delegates emerge with a solid foundation in IT support, armed with a certificate that validates their skills, preparing them for diverse roles in the ever-evolving field of technology.

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What’s included in this Certified IT 1, 2 & 3 Line Support Technician Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified IT 1, 2 & 3 Line Support Technician Certificate
  • Digital Delegate Pack

Why choose us

Our Hamilton City venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Hamilton is the most populous city situated in the North Island of New Zealand. Hamilton homes around 154,000 people making it the fourth most populous country in New Zealand. Education and Research play a huge part in Hamilton’s economy. The city is home to around 40,000 higher education students and 1,000 PhD qualified scientists. There are three main universities in Hamilton, the University of Waikato, Waikato Institute of Technology and Te Wananga o Aotearoa. As well as the higher education, Hamilton is also home to a number of Kura Kaupapa Maori schools which offer education in the Maori language. The University of Waikato is a comprehensive university in Hamilton. The University was established in 1964 and was the first university in New Zealand be designed from scratch. The university houses around 10,000 students who can study a variety of subjects, such as Arts, Social Sciences, Computing and Mathematical Science, Education, Law and Engineering. The University of Waikato produced many notable alumni such as Nathan Cohen who is a two time world champion and Olympic champion in rowing. The Waikato Institute of Technology has around 20,000 students. The institute offers students 10 degree programs, 35 diplomas and 12 postgraduate qualifications. The Waikato Institute of Technology has three campuses in Hamilton, which all specialise in various areas, such as engineering, science, technology, sport, health and tourism. The institute works closely with employers to ensure students are work ready when they leave the institution. Te Wananga o Aoteraroa is a specialised university that focus of giving a positive learning experience to students who have previously had negative experiences with the education system. The University if a Maori led institute and focus strongly on Maori traditions and values. Te Wananga o Aotearoa is currently one of the largest tertiary education providers in New Zealand. The Institute caters to around 35,000 students each year and has more than 100 sites. Te Wananga o Aotearoa was established in 1983 to provide education for students whose needs are not being met in mainstream education. 

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Address

The Knowledge Academy Hamilton City

Hamilton,

3240,

New Zealand

T: +64 98874342

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Hamilton City. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Hamilton City, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Hamilton City. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Hamilton City sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

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

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Hamilton City FAQs

The IT Support Technician Course Training is a training module designed to equip you with essential skills for troubleshooting and maintaining computer systems. These comprehensive modules cover subjects such as hardware, software and networking, ensuring a solid foundation for IT support roles.
There are no formal prerequisites for this course.
This course contains a digital delegate pack consisting of course notes and exercises, world-class training sessions from an experienced instructor, and a certificate of completion.
The duration of this course spans across 2 days.
Our IT Support Technician Course empowers you with proficiency in diagnosing and resolving technical issues, proficiency in software and hardware troubleshooting, and a deep understanding of network configurations. Acquire the expertise needed to excel in IT support roles.
Yes, upon successful completion, you will be awarded the IT Support Technician Certificate, validating your skills and knowledge in IT support. Such IT Support Technician Qualifications can boost your credentials and stand out in the competitive job market.
Absolutely, the qualiofication process includes a thorough examination to assess your understanding of IT support concepts. Successfully passing this exam demonstrates your readiness for real-world IT challenges.
Upon earning the IT Support Technician Certificate, doors open to a variety of roles, including IT Support Specialist, Help Desk Technician, and Technical Support Analyst. Enhance your career prospects and embark on a rewarding journey in the field of IT support.
The training fees for Certified IT 1, 2 & 3 Line Support Technician certification in Hamilton City starts from NZD3695
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 Hamilton City
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Why choose us

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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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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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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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