What Is 3rd Line IT Support?

Third line IT support comprises a team of skilled technicians proficient in identifying and resolving intricate IT issues, which encompass server malfunctions, connectivity disruptions, and security breaches. Serving as the ultimate tier of support, third-line support handles problems escalated from first and second-line support.

Third-line support engineers are equipped to deliver onsite, remote, and telephone assistance, alongside shouldering responsibilities such as project management, implementation, maintaining current documentation, and effectively managing client expectations.

In this case, Next2IT works as an extension of your existing IT support. Providing technical solutions for issues needing deeper understanding. This includes various IT systems, applications and infrastructure. Keep reading to learn more about 3rd line IT Support.

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Why would you outsource 3rd line IT Support?

For enterprise organisations, the role of 3rd line IT support is to provide a specialised level of IT support for systems & Infrastructure. This often requires a higher level of expertise within the technical area. This can include identifying the root cause, developing solutions and ultimately resolving the issue.

This often involves investigating problems related to server performance, network connectivity, database issues and other technical issues.

With the need for advanced knowledge and specialised IT skills the recruitment process for these roles can be tenuous and expensive. Further to this, the higher associated salary with 3rd line IT specialists can put IT budgets under extreme pressure. For many organisations, this can be a minefield, leading to incorrect hires and spiralling IT costs.

By outsourcing the 3rd line support, organisations can retain the lower-level support teams and provide on-call assistance for complex issues. This allows enterprise organisations to retain the basic support knowledge within the team and receive advice on the specialised IT requirements as and when needed.

Not only does this reduce the costs directly associated with employees, but also reduces the internal requirements for training and management. Not only this, Next2IT provide 24/7 IT support allowing for the resolution of complex IT issues around the clock.

How much does it cost to outsource 3rd Line IT support?

There are a number of factors that can vary the cost of 3rd line support. This includes things such as size, complexity of the IT infrastructure, level of expertise required and the SLAs (Service Level Agreements). Typically, 3rd line support is more expensive than 1st or 2nd line due to the nature of expertise required.

However, it is important to note the cost of third line support should not be the only factor to consider when choosing an IT support provider. Other factors, such as reputation, experience, and quality of service, should all be taken into account. This is to ensure you are getting the best value for your investment. Further to this, it is critical to consider the potential cost savings in the future. These are generated by having reliable and efficient IT support, such as increased productivity, reduced downtimes and improved system performance.

To discuss our 3rd Line IT Support packages, please get in touch.

Why choose Next2IT for 3rd line IT Support

Next2IT, a Microsoft Gold-certified & government-approved provider, offers 24/7 IT support for public & private clouds. Our 3rd Line IT Support can be moulded around your organisational needs and wants. Our bespoke services allow you to tailor and scale the level of support you are receiving 24/7. Through our agile management systems, Next2IT are available to assist your organisation when you most need it. Read more about our IT support packages.

Why not talk to an expert today about your 3rd Line IT Support?

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