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https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
End Notes: Now this list is not definitive by any means. The role of individuals will of course vary from company to company. In some companies one person will do all of these roles, whilst is others the roles will be extensively seperated to where you will have a whole 1st Line Support desk team, with gradually increasing teams of individual expertise at the 2nd and 3rd line levels.
https://www.thestudentroom.co.uk/showthread.php?t=3094621
Onsite requests are usually passed to the 2nd Line Support personnel. 2nd Line Support – The first line of actual onsite contact – Job titles such as Desktop Support, IT Technician, PC Engineer, Desktop Support Analyst Actual onsite support from the 2nd line is not always the case.
https://www.certforums.com/threads/difference-between-1st-2nd-and-3rd-line-support.33302/
Dec 30, 2011 · 1st Line Support - Helpdesk (Job titles such as Helpdesk Analyst, First Line Support, Call Logger) Typically involves resolving calls over the phone in ans ervice desk environment and may escalte to 2nd line support. 2nd Line Support - Desktop Support (Job titles such as IT Technician, PC Engineer, Desktop Support Analyst)
https://en.wikipedia.org/wiki/Technical_support
Technical support (often shortened to tech support) refers to services that entities provide to users of technology products or services. In general, technical support provide help regarding specific problems with a product or service, rather than providing training, provision or customization of product, or other support services.
https://forums.overclockers.co.uk/threads/1st-line-2nd-line-3rd-line-support-differences.18027357/
Jul 02, 2009 · 3rd line, well wasn't really anything in house I'd have called third line. This was when we'd call up the manufacturer or whoever we had a support contract with. Historically the same big team covered 1st and 2nd, with I guess some people acting as 3rd line when the 2nd line person couldn't fix it but someone else in the team had those skills.
https://wiki.en.it-processmaps.com/index.php/ITIL_Roles
If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management. 3rd Level Support. 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). Its services are requested by 2nd Level Support if required for solving an Incident.
https://uk.answers.yahoo.com/question/index?qid=20090713024404AASNoZC
Jul 13, 2009 · Its also not uncommon for 3rd line support to have access to solutions that aren't documented anywhere else - hidden settings in software programs and the like. More unfortunately, in the USA (where I am) a current trend in the support industry is to have 1st line and sometimes 2nd line support offshore in India or the Phillipines.
http://www.edugeek.net/forums/general-chat/20992-1st-2nd-3rd-line-support.html
Jun 19, 2008 · General Chat Thread, 1st/2nd/3rd Line support in General; Can someone please clarify the main differences/roles which fall under the 3 levels of IT support.
https://community.spiceworks.com/topic/430268-what-is-level-1-level2-level-3-support
Jan 13, 2014 · level two is where ticket heads off to if it is not fixed by 1st line, here the techs have knowledge and experience of various OS's / hardware, and are able to offer techninal advice or remote support, there are time limits to help things keep moving, and if 2nd line are unable to get it sorted, or at least in progress within those limits, it ...
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