**Descrição:** Support Level 1 Support Responsible for the first line of support, focused on ticket triage, classification, prioritization, and quick resolution of common or documented issues using knowledge base articles and standard procedures. Ensures accurate information gathering for escalations to Level 2 when necessary. **Key Responsibilities:** Manage triage for complex, high\-impact tickets when required. Act as a point of reference for Level 1 colleagues. Mentor Junior Analysts in triage best practices and KB utilization. Lead initiatives to improve triage efficiency and first\-time resolutions. Proactively identify trends in tickets and suggest preventive actions. **Behavioral Expectations:** Acts as a role model for process adherence and customer focus. Demonstrates leadership in mentoring and knowledge sharing. Takes initiative in optimizing triage processes. Maintains composure in high\-pressure situations and escalations.Required Qualifications Required Qualifications Minimum of four years of IT customer service experience Ongoing or completed an IT\-related degree Familiarity with ITIL concepts and the incident lifecycle. Preferred Qualifications Completed an IT\-related degree. ITIL v3 or v4 Foundation certification. 251221020255378913