Use the comparison table below to view the definitions of our 1st, 2nd and 3rd line support tasks.
1st Line Support
2nd Line Support
3rd Line Support
End User Helpdesk Support
Yes
Yes
-
Desktop Operating System, Troubleshooting and Support
Yes
Yes
-
Client VPN Configuration and Troubleshooting
Yes
Yes
-
Software Installation and Support
Yes
Yes
-
Microsoft Office Application Support
Yes
Yes
-
Active Directory User Administration
Yes
Yes
-
Basic Office 365 User Administration
Yes
Yes
-
Microsoft 365 support (including Intune/Autopilot, Dynamics)
Yes
Yes
-
OneDrive and Google Drive Support
Yes
Yes
-
Antivirus Software Management and Resolution
Yes
Yes
-
Basic Infrastructure Troubleshooting & Triage
Yes
Yes
-
Password Resets
Yes
Yes
-
General Inquiries
Yes
Yes
-
Cisco Meraki / HP Aruba / Smoothwall Network Micro Changes
Yes
Yes
-
Desktop / Laptop / Tablet & Phone (iOS & Android) Hardware Support
Yes
Yes
-
Limited Involvement in Escalated Incidents
Yes
-
-
Ticket Logging and Basic Diagnosis (max 15 mins)
Yes
-
-
Advanced Technical Troubleshooting
-
Yes
Yes
In-depth Technical Issue Analysis
-
Yes
Yes
Patching of Servers and EUC Devices
-
Yes
Yes
ITIL "Problem" Escalation and Resolution
-
Yes
Yes
Configuration and Software Issues
-
Yes
Yes
Database Management (infrastructure layer, not DBA)
-
Yes
Yes
On-site Infrastructure Support
-
Yes
Yes
Elevated Access and Permissions
-
Yes
Yes
Advanced Microsoft Server Operating System and Features (Hyper V / Active Directory / GPO)
-
Yes
Yes
Advanced Network Infrastructure Design, Configure, Support (Aruba / Meraki)
-
Yes
Yes
Responding to Escalated Incidents from 1st Line Support, Providing in-depth Technical Analysis and Solutions
-
Yes
Yes
Management and Compliance of Security Measures
-
Yes
Yes
Expert-level Troubleshooting and Resolution
-
-
Yes
Final Escalation Point for Complex Technical Issues
-
-
Yes
Expert-level Incident Management
-
-
Yes
System and Network Optimisation
-
-
Yes
Advanced Technical Skills in Hardware and Software Management Across Multiple Platforms
-
-
Yes
Lead Investigation of Recurring Issues
-
-
Yes
Administration of Server Infrastructure
-
-
Yes
Management of Network Infrastructure
-
-
Yes
Design and Implementation of Security Measures
-
-
Yes
Ensuring Compliance with Industry Standards
-
-
Yes
Certifications such as CompTIA Network+, Microsoft Certified Administrator / Expert Equivalent
-
-
Yes
Expertise in Server Administration, Network Management, and Security Protocols
-
-
Yes
Strong Analytical and Problem-solving Skills
-
-
Yes
Collaborating with Lower Tiers for Effective Incident Management
-
-
Yes