**Description of activities the professional will perform:** We are seeking a professional with technical support experience to provide initial user assistance. * Initial Incident Registration and Handling Register, categorize, and prioritize incidents according to defined criteria, ensuring responsiveness and accuracy in support delivery. * Initial Technical Support Provide first-level support using standardized support scripts and operational procedures, in accordance with established criteria. * Ticket Escalation Route tickets outside the N1 scope to Levels 2 or 3, following the ITSM Solution Base guidelines and defined escalation criteria. * Analysis of Recurring or Critical Incidents Participate in root cause analysis of incidents with high recurrence or critical impact, contributing to continuous service improvement initiatives. * Multichannel Support Provide support via telephone, ticketing portal, and Microsoft Teams, ensuring courtesy, efficiency, and proper documentation of all interactions. * Technical Documentation Updates Collaborate in reviewing and updating support scripts and operational procedures to promote standardization and enhancement of the knowledge base. * Logbook Entries Make regular entries in the Logbook to ensure traceability of activities and support operational management. **Required Experience, Skills, and Knowledge:** Basic knowledge of operating systems (Windows), Office 365, remote access tools, Active Directory, user account creation, software installation, printer mapping, corporate system support, networking fundamentals, and ability to perform diagnostic tests for internet and hardware failures is required. • Familiarity with ITIL v4, incident registration and categorization in ITSM systems, strong communication skills, organization, and customer service orientation complete the profile. • HDI/SCA (Support Center Analyst) or ITIL 4 Foundation (or higher) certification is mandatory; if not currently held, the candidate must obtain it within 85 days (a required criterion). \*The role focuses on telephone and portal-based support; we require attentive, patient individuals with clear speech and writing, who can follow scripts and internal procedures. **Education:** Bachelor’s degree in IT (in progress or completed). **Experience Required:** 1 year ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Operating Systems, ITSM, HDISCA ### **Benefits:** Meal Voucher, Transportation Voucher, Life Insurance ### **Department:** Government