* Responsible for providing guidance and support to the Level 1 Customer Support team, assisting in skill development and resolution of more complex issues. * Responsible for logging support requests in the system; responsible for opening service orders (SOs) and forwarding them to the relevant department. * Provide advanced technical support to customers: **Fiber (Residential & Business), Gaming Support.** * Monitor support requests assigned within the ERP; provide proactive support to customers (e.g., disconnected users…). * Maintain cleanliness and proper care of the workplace and equipment; implement UniFi network projects. * Conduct feasibility analysis and technical site visits for new business customers; perform monitoring via ZABBIX and THE DUDE. * Execute Level 1 Support processes when requested. * Handle repeat customer inquiries. * Provide technical support to retention customers (due to technical issues). **REQUIREMENTS** * Proficiency and practical experience with Microsoft Office suite. * General IT knowledge. * Basic knowledge of computer networking. * Experience in customer service – technical support. * Knowledge of MikroTik. * Brazilian Driver’s License Category B (CNH B). * Knowledge of UniFi projects. * Minimum 1 year of experience in technical support within the telecommunications sector. **BENEFITS** * Bradesco Health Insurance Plan with 30% co-payment. * Meal Allowance: BRL 35 per business day (no payroll deduction). * Transportation Voucher (no payroll deduction). * Fuel Voucher. * Wellhub (Gympass). * Uniodonto Dental Plan at no cost to the employee. * Corporate University. * Life Insurance.