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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://groups.google.com/d/topic/ch.comp.networks/ojOqXnxyCCg
Sep 25, 2000 · > die Definition der Support-Level erklären? > > tnx > Tom bei Siemens ist 1. Level das Call-Center, die schreiben nur auf und reichen weiter 2. level sind die telefonischen Weiterhelfer, man wird innerhalb von 20min zurück gerufen, bekommt gesagt, was man tun muss, damit es wieder funktioniert 3. Level= Technikeir fährt raus und repariert ...
https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · 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. The job of a Tier 1 support is to gather the customer’s data and to determine the issue.
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://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://wiki.en.it-processmaps.com/index.php/ITIL_Roles
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. The aim is to restore a failed IT Service as quickly as possible. If no solution can be found, the 2nd Level Support ...
https://www.voigtmann.de/de/app-entwicklung/second-und-third-level-support/
Second-Level-Support. Dieser unterstützt den First-Level-Support sowohl durch Weiterbildung am Arbeitsplatz als auch durch die Dokumentation neu erarbeiteter Lösungen, um das Wissen für den First-Level-Support nutzbar zu machen. Übersteigt die Komplexität einer Anfrage das Know-how oder die technischen Möglichkeiten des Second-Level ...
https://wiki.en.it-processmaps.com/index.php/ITIL_Glossary/_ITIL_Terms_1-9
2nd Level Support → Roles within ITIL, 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. The aim is to restore a failed IT Service as quickly as possible. If no solution ...
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