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https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
1st Line Support – Generally Helpdesk – Job titles such as Helpdesk Operator, First Line Support, IT Call Desk - This role is generally phone or sometimes internet support based. Onsite requests are usually passed to the 2nd Line Support personnel.
https://www.answers.com/Q/What_is_the_difference_between_first_line_and_second_line_support
Sep 12, 2008 · Second line support is usually the middle-man between first line and third line Third line support is a non-customer focused base of technical staff that will investigate and resolve problems.
https://www.techadvisor.co.uk/forum/helproom-1/definition-1st-2nd-3rd-line-support-283841/
Apr 21, 2007 · Has anybody got a simple definition of the terms above as seen in many job applications. I did work in IT in a support role until recently and I am still not sure.I think 1st line is where I tell...
https://www.answers.com/Q/What_is_the_difference_between_first_second_and_third_level_support
Second line support should take over a support request once it has been established there is a problem with the supported 'system' and it is not to do with user training, user environment, etc.
https://www.certforums.com/threads/difference-between-1st-2nd-and-3rd-line-support.33302/
Dec 30, 2011 · The definition tends to vary from company, sector etc but IMO is as below: 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.
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://www.thestudentroom.co.uk/showthread.php?t=3094621
As a general breakdown, the roles are defined as:-. 1st Line Support – Generally Helpdesk – Job titles such as Helpdesk Operator, First Line Support, IT Call Desk. - This role is generally phone or sometimes internet support based. Onsite requests are usually passed to …
https://answers.yahoo.com/question/index?qid=20061120035650AAqtG5G
Nov 20, 2006 · First line support is usually people answerign the phone and taking notes of the issues. Second line support picks up the issues and tries to resolve them. Third line support …
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.
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