Certified IT 1, 2 & 3 Line Support Technician

Price: $3,500.00 (ex. GST)
Duration: 2 days
Location: Virtual Classroom (AEST)
Schedule: Virtual Classroom (AEST)
  • 15/08/2024 - 16/08/2024
  • 12/12/2024 - 13/12/2024
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General 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 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.

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 regard to the IT sector.


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

What’s included in this Helpdesk Training Course?

This training course features:

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

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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