**Description** Professional responsible for providing technical support, ensuring high availability and performance of client platforms, and when necessary, guiding and training users. **Responsibilities and duties** Grant and modify permissions for ERP (Linx), WMS, and WiFi systems; Evaluate and diagnose issues reported by users, including software problems, hardware issues, and TCP/IP network-related matters; Keep configurations of Zebra, Bematec, and other thermal printers up to date; Promote the dissemination of ISO 27001 information security culture; Maintain an updated knowledge base: Monitor the review and updating of operational procedures (documents), research new solutions, critically analyze processes, and propose improvements; Implement best service practices to ensure customer satisfaction according to ITIL 4 best practices; Safeguard the company's image by maintaining confidentiality of sensitive data in compliance with LGPD; Support TOTVS RM and Protheus applications (Payroll, Time Clock, etc.); Meet deadlines and SLAs established for the service level, whether N1 or N2; Provide support for the Octadesk remote user service system (Administrative, Stores, and WMS Distribution Centers) **Requirements and qualifications** Bachelor's degree completed; Knowledge of PostgreSQL database; User support experience; General knowledge of networks; General knowledge of Windows and Linux operating systems; General knowledge of POS, WMS, and logistics processes; Knowledge of ITIL4 incident management; Knowledge of SQL language