Core Processes in 2nd Line Support is a quick, interactive course that trains 2nd Line Support Engineers to handle escalated issues, collaborate with cross-functional teams, and document solutions effectively. Learn key workflows, tools, and best practices — all in under 10 minutes.

By the end of this course, you will have a clear understanding of the role and responsibilities of a 2nd Line Support Engineer, including how to effectively handle escalated issues from 1st Line Support. You’ll learn the correct escalation workflows, how and when to involve Development or DevOps teams, and how to communicate resolutions clearly. The course also equips you with best practices for documenting solutions and confidently navigating key support tools such as Zendesk, JIRA, and Confluence to deliver consistent, high-quality support.