**egSYS** is a technology company focused on developing integrated solutions for public and private security sectors, as well as customized corporate technology projects. Structured within a modern environment designed to enhance productivity and employee well-being, we employ a specialized development team for Web and Mobile platforms and provide 24/7 expert technical support to our clients. Our solutions undergo continuous improvement to keep pace with key market trends relevant to our business and to meet the specific operational needs of each client. We have an outstanding opportunity for you to join our team in the following role: Technical User Support. We seek a customer service professional capable of delivering prompt and appropriate technical assistance for our company’s systems. **12x36 Night Shift;** **On-site;** **What we offer you:** An innovative and collaborative work environment; Comprehensive training provided as part of a robust onboarding process, including opportunities for continuous development; The chance to work on high-impact projects in the Brazilian market; A professional growth plan; Health insurance; Fully flexible meal/food allowance via Flash Benefits; Flexible transportation allowance via Flash Benefits; Access to Udemy for learning; Access to Conquer for learning; Leadership training and development; Referral program: rewards for successful referrals; Birthday day off. **Job Mission** To serve as the first point of contact between users of egSYS systems (e.g., police forces, fire departments, municipal guards, and other public agencies) and the technical team, ensuring agile, accurate, and empathetic support to maintain continuity of critical public security operations. The Level 1 Technical Support Analyst focuses on initial triage and resolution of incidents or requests, adhering to standards defined in the service catalog and within established Service Level Agreements (SLAs). Your role is essential to system availability, reliability, and end-user satisfaction, representing egSYS on the operational front line. **What is required to participate in this selection process?** Technical or undergraduate degree (in progress) in Information Technology, Information Systems, Computer Science, Computer Engineering, or related fields; Fundamental networking concepts (DNS, IP, gateway, ping, VPN, etc.); Operating systems (Windows, Linux) — usage and basic commands; Web browsers and cache, digital certificates, printers, and remote connections; Basic SQL database knowledge for simple queries; Incident management tools (Jira Service Desk, GLPI, ServiceNow, etc.); Familiarity with monitoring and logging tools (Zabbix, Grafana, Kibana); Fundamentals of ITIL (Incident Management, Request Management, Knowledge Base); Microsoft Office suite, spreadsheets, and corporate communication tools (Teams, Slack, etc.). **Responsibilities:** Provide initial support for all end-user tickets, regardless of entry channel; Accurately identify and record the request type (incident, request, question, alert); Ensure correct completion of all fields in the ITSM system (category, urgency, impact, detailed description, logs); Apply standard operating procedures (SOPs) to resolve low-complexity incidents; Perform basic system validations (login verification, permissions, connectivity, screen integrity, etc.); Reproduce reported errors in a test environment when necessary; Consult the technical and administrative knowledge base before escalating incidents; Monitor and ensure timely customer follow-up within SLA/OLA timeframes; Accurately assess when escalation to Level 2/Level 3 is required (with documented preliminary analysis); Maintain clear, respectful, and ongoing communication with the requester throughout the ticket lifecycle; Immediately report critical-impact incidents to the Support Lead (Level 3) per Major Incident Management protocol; Perform daily production environment checks (health checks, logs, disk usage, service availability); Log any alerts detected by monitoring tools (Zabbix, Grafana, Dynatrace, etc.) as tickets; Create and update technical articles, support guides, and FAQs in the knowledge base (Knowledge Management); Suggest improvements to scripts, support procedures, and operational workflows; Actively participate in internal trainings and IT skill-building sessions. Do you identify with this position? Apply now and join us at a company that grows every single day.