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• Provide Level 1 user support, primarily by phone, in a high-volume environment. • Handle requests related to a new authentication application: assist with ordering and tracking authentication keys. • Support users through their first login (passwords, access, verifications). • Receive, qualify and process requests through multiple channels: phone, email and tickets. • Create, update and follow up on tickets in the ticketing system. • Perform remote diagnostics on Windows and macOS environments. • Use remote control tools to assist users. • Escalate incidents to Level 2 when necessary, providing clear and complete tickets. • Strictly follow established procedures and guidelines.