1st, 2nd & 3rd line support engineers are the vital roles which bring support to clients and customers throughout an organisation. Especially within a technical environment, it is essential to recruit talented 1st, 2nd & 3rd line support engineers to ensure that a technical product can operate smoothly

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1st Line Support roles often act as an initial point of contact for those with technical queries. Roles that sit within 1st line support such as Helpdesk Operator, First Line Support or IT Call Desk. 2nd Line Support refers to the next stage in the process for addressing and fixing technical issues. 1st Line Support will typically refer issues to the 2nd Line Support. 2nd Line Support roles can include IT Technician, PC Engineer, Desktop Support, Technical Engineer and more. Issues will then be raised 3rd Line Support if the 2nd Line Support are unable to make the fix. 3rd Line Support specialise within more niche sectors of support and can include job titles from Network Specialist, 3rd Line Engineer and Server Engineer.

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