Log,Lab Digital Intelligence is a company with over 21 years in the market, operating exclusively in the public sector, working alongside state-owned enterprises, institutions, and municipal, state, and federal agencies. This experience enables us to add significant value to the contracts we handle, as we deeply understand the challenges and problems faced by public institutions across Brazil, and through the exchange and sharing of acquired knowledge—having participated in numerous successful projects nationwide. **Responsibilities and Duties** * Provide Level 1 telephone support to users, logging all calls in GLPI. * Open, classify, prioritize, and track technical tickets in GLPI, ensuring accurate recording of information (category, impact, urgency, description, history). * Deliver remote Level 1 support for access-related issues (login, password, account lockouts), basic inquiries, and simple issues in corporate systems and straightforward workstation incidents (slowness, occasional freezes, printers, e\-mail). * Follow support scripts, standard operating procedures (SOPs), and the IT department’s knowledge base. * Resolve low-complexity incidents during the first contact whenever possible, aiming to increase the First Call Resolution (FCR) rate. * Escalate higher-complexity tickets to Level 2 or other teams, ensuring all necessary information is fully transferred. * Monitor the full lifecycle of assigned tickets until closure, keeping users informed about progress. * Contribute to updating the knowledge base (FAQs, step-by-step instructions, procedures). * Comply with established SLAs, maintaining high-quality service and courteous interaction with users. * Report recurring issues and critical problems to the Service Desk team leader/supervisor. * Participate in technical training and refresher courses related to the systems and tools used (including GLPI). **Requirements and Qualifications** * Undergraduate degree in Technology currently in progress; * Prior experience in Level 1 technical support / Help Desk / Service Desk (onsite or remote). * Windows operating systems (basic installation, user configuration, printers, networking). * Office Suite / Microsoft 365 (installation, e\-mail configuration, common issues). * Networking fundamentals (TCP/IP, DNS, DHCP, Wi\-Fi, VPN). * Familiarity with ticketing and tracking tools, preferably GLPI. * Ability to record information clearly, concisely, and systematically in tickets. * Strong verbal and written communication skills for telephone support and incident logging. * Analytical mindset to identify, classify, and prioritize Level 1 incidents. * Organizational skills and discipline to follow procedures, scripts, and defined SLAs. * Ability to work collaboratively and maintain positive relationships with users and other IT departments. **Additional Information** Employment type: CLT Business hours Log,Lab Digital Intelligence is a company with over 21 years in the market, operating exclusively in the public sector, working alongside state-owned enterprises, institutions, and municipal, state, and federal agencies. This experience enables us to add significant value to the contracts we handle, as we deeply understand the challenges and problems faced by public institutions across Brazil, and through the exchange and sharing of acquired knowledge—having participated in numerous successful projects nationwide. In summary, we are truly a partner company to our clients, focused on improving and transforming citizens’ lives through innovation and digital transformation.