TIERh Information Technology and Engineering is a Brazilian company operating in the Information Technology sector. Born in Minas Gerais, TIERh specializes in providing corporate IT support and management services (Outsourcing) to medium- and large-sized enterprises across the national territory. **Responsibilities and Duties** What we expect you to perform: * Respond to and log all user tickets via queue monitoring and SLA adherence in the ITSM tool; * Configuration and service asset management (IMACD — **I**nstall, **M**ove, **A**dd, **C**hange, **D**ecommission); * Support for VIP users; * Asset Management (CMDB); * Incident Management within Service Level Agreements (SLA); * Maintain an up-to-date knowledge base (KB — Knowledge Base); * Identify, assess, and monitor risks that may impact IT services and infrastructure; * Focus on Continual Service Improvement (CSI) to increase support efficiency, reduce response time, and ensure user satisfaction. **Qualifications** * Fluent English, both written and spoken; * ITIL certification or training; * COBIT certification or training; **Additional Information** **What we offer:** * Food Allowance or Meal Voucher; * Certifications in the field of Information Technology; * English language course; * Medical Assistance; * Dental Assistance; * Profit-Sharing Plan; * Transportation Voucher or Fuel Allowance; * Life Insurance; Employment Type: Full-time, Permanent CLT Compensation: R$2.353,00 per month Benefits: * Medical assistance * Dental assistance * Fuel allowance * Profit sharing * Life insurance * Food voucher * Meal voucher * Transportation voucher Language: * English (Mandatory)