Icaro Tech

• First-level support for client requests via ticketing system, email, and phone; • Log all support interactions in ticket management tools; • Monitor and oversee the client environment, checking systems and machines to ensure full operation; • Analyze and perform preventive maintenance in the client environments; • Maintain the monitoring system; • Receive and execute service requests (SR) from clients; • Receive and analyze incident tickets; • Provide workarounds to minimize client impact; • Escalate and engage other teams when necessary;

• Understand client needs and discuss requirements • Propose solutions and document requirements • Prioritize initiatives that deliver the greatest value to the client • Monitor project progress and validate outcomes • Define KPIs for solutions and measure results • Create and deliver presentations and training sessions