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Certified IT 1, 2 & 3 Line Support Technician Overview
Certified IT 1, 2 & 3 Line Support Technician Course Outline
This Certified IT 1, 2, and 3 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 Servers
- 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
Who should attend this Certified IT Support Technician 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 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 Course Overview
Unlock the world of IT support with our IT Support Training, a crucial two-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.
What’s included in this Certified IT 1, 2 & 3 Line Support Technician Course?
- World-Class Training Sessions from Experienced Instructors
- Certified IT 1, 2 & 3 Line Support Technician Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Certified IT 1, 2 & 3 Line Support Technician. 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.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Certified IT 1, 2 & 3 Line Support Technician, 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.
What our customers are saying
Certified IT 1, 2 & 3 Line Support Technician 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 Certified IT 1, 2 & 3 Line Support Technician Certification course spans 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 qualification 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.
After completing the Certified IT 1, 2 & 3 Line Support Technician Course, you can pursue roles such as IT Support Specialist, Help Desk Technician, Systems Administrator, Network Support Engineer, Technical Support Analyst, and IT Service Manager.
Yes, the course equips you with foundational and advanced IT support skills, aiding in the preparation for industry-recognised certification exams like CompTIA and Microsoft certifications.
The course offers comprehensive, tiered training, covering foundational to advanced support skills, distinguishing itself with hands-on labs, real-world scenarios, and industry-recognised certification, making it superior to many alternatives.
The Certified IT 1, 2 & 3 Line Support Technician Course emphasises technical skills like troubleshooting, network configuration, and software management, alongside soft skills such as effective communication, problem-solving, customer service, and time management to handle diverse IT support scenarios efficiently.
Obtaining a certification in IT support enhances your technical skills, increases job opportunities, and demonstrates your expertise to employers, leading to potential promotions, higher salaries, and a competitive edge in the rapidly evolving tech industry.
The Knowledge Academy in Hong Kong stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this course.
The training fees for Certified IT 1, 2 & 3 Line Support Technicianin Hong Kong starts from HKD12395
The Knowledge Academy is the Leading global training provider for Certified IT 1, 2 & 3 Line Support Technician.
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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.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"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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Certified IT 1, 2 & 3 Line Support Technician in Hong Kong
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