Job Description: We believe in the transformative power of technology and its ability to contribute to building a more diverse and inclusive society. As the largest Brazilian technology company, we are committed to a diversity and inclusion policy and program aimed at fostering an ecosystem that is increasingly representative, respectful, and welcoming. Responsibilities and Duties * Provide support for customers’ Cloud environments via TOTVS channels, resolving low-complexity infrastructure-related requests; * Review and classify tickets, as needed, according to the appropriate category and defined processes, ensuring achievement of established targets; * Record customer requests with all necessary evidence and details, ensuring traceability and communication among stakeholders; * Analyze tickets opened by customers, reclassifying or categorizing them according to documented departmental procedures to ensure proper alignment of the request; * Provide updates on the status of requests upon request, via available support channels (phone, email, or system); * Escalate unresolved requests or incidents to the next level after exhausting all possible solutions within the timeframe estimated by Coordination, thoroughly documenting executed actions and obtained results; * Contribute to achieving individual performance indicators (e.g., productivity, customer satisfaction) and team goals, adhering to established procedures and standards for the Cloud environment; * Alert Coordination and leadership regarding potential risks or critical situations affecting customers, logging tickets per internal departmental procedures. Requirements and Qualifications * Bachelor’s degree completed or in progress in Information Technology or related fields. * Basic administration of environments related to the TOTVS product; * Basic knowledge of IT infrastructure and data centers; * Basic knowledge of public cloud infrastructure; * Basic knowledge of automation tools. 2512170202551922008