Define: 1st/2nd Line..

chiggz

chiggz

chiggz

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So, today starts another round up of potential jobs I want to list and then apply to..

I've recently graduated with a 2.1 in Comp Sci and now getting a little 'desperate' to find a job, I've broadened my searches to anything computer related - whether it's graduate or not.

Anyway, I've come across the term "1st line" and "2nd line" in job search results before but never paid attention to them, however, now they seem to be coming up more than usual.

I've tried to google the definition, even searched here for a quick answer, however I'm having no luck.

I am hoping someone can explain what "1st line", etc means. I am under the impression it's something to do with Support/CS roles, but it's still unclear.

Some job titles that may help:
1st/2nd Line Support Specialist - Blue Chip
Lead Support Engineer (2nd Line Support Microsoft Windows)

Thanks for the help..
 
1st line take calls answer easy stuff
2nd line is a promotion usually and means dealing with less ordinary stuff. you usualy need some formal qualiication for second line at the least if not the first...e.g. mcp's mcse etc.

if you dont know what they are your better not going for the job :D
 
1st line = guy who answers the phone, does the simple things - password resets etc.

2nd line = guy who looks at the problems the 1st line guys can't fix. Normally more experienced / paid more also may be office hours only vs extended hours for 1st line.
 
^^ Thanks for the quick replies, it's helped loads! Well, off I go down the yellow brick road to find a job :D

Beers for all..
 
I cover first through third at varying time in my current job!

1st sucks and generally involves unlocking accounts for people who can't understand how they got locked and fixing printers which are the biggest pain in the backside role on the paperless office.

2nd is slightly more interesting such as diagnosing and solving problems that are effecting a users machine, could be anything from a virus to user error (guess which is more common) can also get quite interesting and more challenging dealing with tougher problems

3rd line is fixing the real bitch problems that 2nd line palm off to you and in my role at least is also concnerned with developments and enhancments of internal applications for example This week will see the completion of the 200,000 upgrade to our email system.

The system development stuff is much better than support but support is good way in. I finished Uni and got desperate for a job and in the end took a rubish 14k 1st/2nd line job with the NHS within 6 months I had got a better job through a contact I made at work and things haven't looked back since. Jobs are like GF's much easier to get one if you already have one!
 
Robert said:
I've just got my degree and with my experience I'm looking at 1st line - 2nd at best.
Click to expand...

I say at this point take just about anything to get some experience and show willing but continue to apply for other stuff, a three month stint in a bad job won't look bad on your CV and experience is a huge bonus.
 
^^ One again thanks for the replies. Before I asked, I was under the impression that 1st line was "higher up" than 2nd line, etc.. but now I know it's the complete opposite!

Taking on advise, I think I will apply to anything I feel I can do well in and will enjoy, whilst continuing to look for more appropriate jobs. As stated, experience is a huge bonus!
 
Bear in mind that 1st line (helpdesk) is seen as a menial job in the UK, whereas in other countries it isn't. As more companies adopt ITIL, more emphasis is placed on developing the ServiceDesk as the focal point for an IT service, and it is seen as a more worthwhile role.

It may take several years to get to this stage (if at all). Germany has gone for this in a big way, and Helpdesk (servicedesk) roles are valued and seen as a decent position to attain.
 
Well in my job "First Line Techincal Support Engineer", I basically do the whole second line shooting match, with first line pay :(

The way my place 'grade' it is:

Call Center - book the calls to 1st line
1st line - deal with the easy issues and escalate the harder ones
2nd line - get the escalated calls to work on

There's a lot of animosity in my team at the moment, due to the fact we are doing a second line job but get banded around as first line.

Scort.
 
emailiscrap said:
Bear in mind that 1st line (helpdesk) is seen as a menial job in the UK, whereas in other countries it isn't. As more companies adopt ITIL, more emphasis is placed on developing the ServiceDesk as the focal point for an IT service, and it is seen as a more worthwhile role.

It may take several years to get to this stage (if at all). Germany has gone for this in a big way, and Helpdesk (servicedesk) roles are valued and seen as a decent position to attain.
Click to expand...

This is what we are doing too - adopting European philosophies - although we are applying it to general call centre (Frontline) staff rather than IT specifically. So our Frontline staff are paid well (IMO) for what they do and personal development, progression and promotion are strongly encouraged for the "right" agent.

All good stuff IMO :)
 
emailiscrap said:
Bear in mind that 1st line (helpdesk) is seen as a menial job in the UK, whereas in other countries it isn't. As more companies adopt ITIL, more emphasis is placed on developing the ServiceDesk as the focal point for an IT service, and it is seen as a more worthwhile role.

It may take several years to get to this stage (if at all). Germany has gone for this in a big way, and Helpdesk (servicedesk) roles are valued and seen as a decent position to attain.
Click to expand...

Strange you should mention this, the thread I just made I was talking about my job as a service desk analyst; known as 1st line support, though we use ITIL and we had a 90% fix rate. Some were password resets, others were things like fixing when Autocad crashes when opening a certain document.

If you find a 1st line job at a support company that has adopted ITIL, that will look the dogs balls on your CV :)
 
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