yea this is pretty much what its like where i work, im in the 3rd line
I'm 1st, 2nd and 3rd line
1st line, 2nd line, 3rd line?
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I'm 1st, 2nd and 3rd line
2nd line, with a bit of 3rd line, 70/30 id say. we have a 1st line team, then a remote team, then a user support team, then a IS team, then a fixing team. if that does not work, it comes to us to fix hehe...
if we cant do it, no one can lol, but we have a few VIP teams and server people we can chat too. So yes, 2nd line with 3rd line duties too.
All good fun, unle 1/2 the team are on holiday + sick, then it gets busy!
ColiN
if we cant do it, no one can lol, but we have a few VIP teams and server people we can chat too. So yes, 2nd line with 3rd line duties too.
All good fun, unle 1/2 the team are on holiday + sick, then it gets busy!
ColiN
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Where I am 1st and 2nd line tends to be dealing with user issues whilst 3rd line tend to deal with lower level issues which the users may not even know they have. I work third line and may be see one user generated incident a month if I'm unlucky, (and that's supporting various customers including a large distributed Government body), but I'm busy with planning and implementing various work to add improvements or address issues before they become problems.
The most the majority of users will know about what we are doing is if they are told that the system will be unavailable for a period outside core hours, (which means we will be doing some thing to it).
In fact there's only around 6 users who even know how to contact me as we're working on various things with them.
The most the majority of users will know about what we are doing is if they are told that the system will be unavailable for a period outside core hours, (which means we will be doing some thing to it).
In fact there's only around 6 users who even know how to contact me as we're working on various things with them.
[/UT]
Your support guys have domain admin access with only a "beginning of specialist knowledge"..?
Your support guys have domain admin access with only a "beginning of specialist knowledge"..?
Ah, that isn't what I said. This is the first point in the infrastructure where technical knowledge is housed
1st/2nd line are monkeys.
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I'm a 5th line wizard.
Ah, that isn't what I said. This is the first point in the infrastructure where technical knowledge is housed
I'm a 1st/2nd line Monkey and I've got domain admin access to over 300 different servers
1st Line = Service Desk. General logging of calls. Good knowledge of the overall business and mid range technical knowledge to cover initial diagnosis and fault finding/fixing (15 minutes) and also including tasks suchs as - Good knowledge of all line of business apps + AD, set up user accounts/email. Also expected to be able to liaise between 3rd party suppliers and end user for escalations on national applications.
2nd Line = Desktop support/Field 'Engineer' - Split into two teams, application (remote) support (backend support for local applications and reporting/information issues for national apps) + desktop support (the guys who either remotely fix or go out and visit the users at their location to resolve issues that aren't resolvable by service desk in a short length of time. Also responsible for general daily backup/restore and general network configs - VLAN changes etc).
3rd Line = Back-end infrastructure guys, involved in designing, setting up and maintaining applications and infrastructure (core switches, NAS/SAN etc), setting group/global policies, design/installation of new back-end services/hardware. Details application support for Oracle/SQL/Cache developments and maintenance.
2nd Line = Desktop support/Field 'Engineer' - Split into two teams, application (remote) support (backend support for local applications and reporting/information issues for national apps) + desktop support (the guys who either remotely fix or go out and visit the users at their location to resolve issues that aren't resolvable by service desk in a short length of time. Also responsible for general daily backup/restore and general network configs - VLAN changes etc).
3rd Line = Back-end infrastructure guys, involved in designing, setting up and maintaining applications and infrastructure (core switches, NAS/SAN etc), setting group/global policies, design/installation of new back-end services/hardware. Details application support for Oracle/SQL/Cache developments and maintenance.