Second Line Support – Systems & Security Engineer.

· Provide technical support to users of IT services our corporate

· Assist users with problems related to computer and communications services, including operating systems, local area network (LAN) services and various applications packages

· Gather data and perform diagnostic techniques to help identify solutions to problems

· Monitor the resolution of users’ problems; expedite problem resolution efforts and coordinate with vendors and other technicians to resolve problems with telecommunication services, computer hardware, software and procedures

· Serve as a principal point of contact for resolving user questions or problems concerning IT automation systems, software and/or hardware problems, password violations, and telecommunications trouble and work orders.

· Determine the exact nature of the problem (e.g., routine, non-routine, user error, faulty data lines, equipment malfunctions, software malfunctions, etc.) in order to provide or assist technicians, specialists and users with solutions to problems, and if you can’t solve it escalate to second line support

· Collect information from callers to be used in the troubleshooting and workstation and/or printer services.

·  Performs other duties as assigned.