Description: Required Qualifications: * Bachelor's degree; * Experience in customer service; * Experience in Systems Support; * Knowledge of Database (Oracle / SQL); * Knowledge of ITIL Foundation practices. Desired Qualifications: * ITIL certification; * Knowledge of Python programming language; * Professional experience in TELECOM companies or in providing IT services to this sector. * Analyze/identify potential systemic issues reported by users in the Supported Systems used by the client, applying workaround solutions with SLA-compliant response times to ensure high-quality end-user support; * Diagnose and classify issues identified during incident analysis; * Document issues to build a knowledge base for incident handling by the OGS team. 2512200202551929667