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https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
Actual onsite support from the 2nd line is not always the case. Sometimes it is still a remote team with more specific knowledge then the Support Desk (1st line). This as I say is the first set of onsite personnel (normally), usually dealing with (not always) minor issues such as workstation problems, printer, scanner and peripheral issues that were not able to be resolved by the 1st Line Support.
https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · 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://www.thefreedictionary.com/1st+Line+Support
com offers 1st line support in both English and Spanish and includes languages such as Swedish, Norwegian, German and Portuguese. 1st line support is done by our own staff VitensIMAGE (Assess External Effects Pipes) Remediation and replacement of risky pipes.
https://www.lawinsider.com/dictionary/first-line-support
First Line Support means support, which screens all support calls and ensures that they receive the appropriate attention. First Line Support handles problems by providing user assistance and work-around, and relates primarily to functional queries or connectivity.
https://www.pcs-systems.com/first-line-support/
1 st line support – General help desk. ‘Switch is off and on again’. 2 nd line support – Normally a remote team with more specific knowledge. 3 rd line support – They’ll get to the root of the problem, if not you’ll get onsite assistance.
https://www.cvscreen.co.uk/1st-Line-Helpdesk-Support-Engineer-Job-Description.html
To provide 1st line (helpdesk) technical support to external customers, assisting them with hardware and software problems via phone, email or onsite.
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.
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