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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.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · They are sometimes known as application or development support. Support methodology and Hand over methods to the next level. Tier I or Level 1, is the first support level accountable for basic issues. It is also known as first-line support, level 1 support, support line 1 and others to denote basic support function.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
In one of my roles, I run a Help Desk for two companies outside of Chicago. One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about).
https://community.spiceworks.com/topic/430268-what-is-level-1-level2-level-3-support
Jan 13, 2014 · what is Level 1, Level2 & Level 3 Support? by Joe Khaung. on ... and if 2nd line are unable to get it sorted, or at least in progress within those limits, it will be escalated to 3rd line ... can sometimes be known as application / development support.
https://en.wikipedia.org/wiki/Technical_support
Tier I (or Level 1, abbreviated as T1 or L1) is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions.
https://specialties.bayt.com/en/specialties/q/279136/what-is-the-level-1-2-and-3-support/
What is the Level 1, 2, and 3 support? ... Application Support Officer , mnet 3 years ago . ... It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information ...
https://www.jobsite.co.uk/jobs/2nd-line-support
2nd Line Support Engineer, Eastbourne, East Sussex based - up to £35k My client who are a leading IT Support and solutions provider are seeking a strong 2nd Line Technical Support Engineer with some strong Windows focused experience to join their growing team based in Eastbourne. In this role you will be involved in providing customer focused support for all hardware and software issues.
https://wiki.en.it-processmaps.com/index.php/ITIL_Roles
1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. 2nd Level Support. 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g. from software or hardware manufacturers.
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