1st Line - Take calls reset passwords, switch brains of and pass everything to second line without following any of the documents for the app support, their diets mostly consist of McD's and KFC for lunch.
2nd line - running around trying to juggle everything that the first line dumped on them and trying to pass as much back whilst saying "read the support FAQ", diets consist of full english fried breakfast covered in grease from the staff canteen 3 /4 times a week and masses of cheap vending machine coffee.
3rd line - check event log on servers and say nothing appears wrong at there end, pass all calls down to second line and continue hiding behind walls of monitors they have managed to scavenge over the many years, they don't see anything wrong drinking a 2 litlre bottle of pop everyday at there desk.
Tech Admin - Often the token girl in the dept, usually responsible for matching service requests to existing licenses and getting blamed for every install that has been on hold for more than 8 weeks. Often more blokish than most of the young first liners. Diet, anything with % (By Vol ) on the label.
SDM - No one knows where they come from, or where they go, generally turn up, try to change everything and say how much better there last place was as it was all done their way and leave within 6 months.
Network / Infrastructre Development - Most places have a few who don't fit in any of the above roles and so they call themselves development, often they play with all the new gadgets and go to the meeting s and jollies. once they have agreed with the sales people to bye the product they push all the development onto the 3rd line, who then drop it on second, and go off on the next set of lunches, outings and jollies, never having to actually complete anything they haved agreed to do. Often people who have failed miserable at all roles before and have no business understanding.
