**About Sigga Technologies** Sigga is a global leader in Enterprise Asset Management (EAM) solutions. Our mission is to empower asset\-intensive businesses—in sectors like manufacturing, oil \& gas, mining, utilities, food \& beverage, chemicals, and many others—to achieve their digital transformation. We do this by connecting frontline maintenance workers, operations teams, EHS (Environmental, Health, and Safety) roles, and maintenance planners \& schedulers directly to SAP with a powerful, mobile, no\-code platform. Our solutions (like EAM Empower and Planning \& Scheduling) replace paper, eliminate inefficiencies, and give teams the data they need to boost productivity, increase asset uptime, and drive real\-world profitability. As we scale our impact, we're looking for a dynamic leader to drive our growth engine **Responsibilities and Duties** **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. **Requirements and Qualifications** **Additional Information** **What are the benefits?** * Meal Voucher / Food Allowance * Health Insurance * Dental Plan * Transportation Allowance / Parking Discount * Apoio Pass (Employee Assistance Program) * Pharmacy Discount Program * Gympass * Life Insurance **Who Are We?** Sigga is a market leader and global provider of software applications that transform maintenance operations for asset\-intensive enterprises running SAP. Our mobile maintenance and planning \& scheduling tools help companies eliminate maintenance inefficiencies, optimize maintenance planning and scheduling, and rapidly adapt to evolving business needs across time and multiple locations. **Our Solutions** Sigga applications are flexible, modern, and digitally connected to accelerate digital transformation. We have delivered maintenance solutions to global enterprises running SAP longer than any other software vendor. Market leaders recognize the time savings, cost reductions, and operational improvements achieved when maintenance personnel gain real\-time access to their native EAM systems. Leading enterprises turn to Sigga for our technological leadership, SAP expertise, and collaborative partnership to drive maintenance transformation across their global sites. **Our Mission** Our mission is to empower asset\-intensive businesses to achieve their EAM digital transformation. Sigga began as a professional services company and leveraged industry knowledge gained to develop modern, market\-leading software and mobile experiences optimized for SAP.