**Responsibilities:** Respond to and document support requests initiated by customers' users in the administrative system; Classify requests according to urgency, based on customer guidelines, and assign them to the appropriate service queue; Notify the customer if a request falls outside the agreed-upon scope of services and advise on next steps; Provide telephone or remote-access support, following established procedures, to deliver complete and satisfactory solutions; Resolve issues related to unauthorized access, malware, and software reinstallation; Process and route requests concerning telecommunications, infrastructure failures, service requests, equipment damage, data recovery, and other situations requiring on-site presence; Assist users with the operation of software installed and registered in customers' systems; Ensure awareness of and compliance with contractual metrics agreed upon with customers; Close resolved Service Desk tickets by recording solution details in the ticket management software. **Requirements:** **Mandatory:** Networking systems Knowledge of applications and mobile devices. Knowledge of ticket management tools. Bachelor’s degree completed. **Minimum Education Level:** Bachelor’s degree