**RESPONSIBILITIES:** Responsibilities: Handle incidents escalated from Level 1; Open incidents in the CONTRACTOR’s Service Desk based on alerts generated by monitoring tools or abnormalities reported by end users and business managers, following the guidelines defined in the respective documentation for each detected abnormality; Escalate tickets when resolution is not possible at Level 2, coordinating and facilitating communication between resolution teams and managers, updating information with service owners and tracking the incident lifecycle until final resolution; Other duties inherent to the role. **REQUIREMENTS:** Requirements: Currently pursuing or holding a Bachelor’s degree in IT-related fields. Work Experience: 2 years. – Knowledge of network monitoring and network assets; – ITIL V3 certification; – Intermediate English proficiency. **WORK SCHEDULE:** Work Schedule: Rotating 5×2 shift – From 2:00 PM to 10:00 PM, with a 1-hour break from 6:00 PM to 7:00 PM. Work Location: Banrisul – Address: Historic Center, Porto Alegre/RS **BENEFITS:** Salary: BRL 2,000.00. Benefits: Meal Allowance (VA) BRL 24.10 + Transportation Allowance (VT) (with 20% and 6% deductions) + SESC Membership + Life Insurance Register your resume at buscarvagas.com.br and stay updated on the best opportunities.