• Uphold the highest standards of honesty, integrity, confidentiality, and professionalism in all interactions. • Deliver exceptional customer service in both routine and urgent support scenarios. • Provide hands-on support for client hardware, software, and infrastructure-related issues. • Take ownership of incidents from triage through resolution, ensuring clear communication and follow-through. • Configure, install, and troubleshoot frontend and backend IT systems, cloud services, and business applications. • Proactively monitor the health of systems related to data, networking, and security; investigate and remediate anomalies. • Accurately document all work performed and maintain complete ticket histories in the ticketing system. • Perform vulnerability assessments and basic penetration scans; execute remediation aligned with best practices and client risk profiles. • Participate in after-hours or emergency support as needed. • Continuously expand technical and professional knowledge through training and industry learning; contribute to internal documentation and process improvements. • Share learnings with team members to improve overall service quality and operational maturity.

• Follow up with customers, provide feedback and see problems through to timely resolution. • Ask educated questions and listen to customers to help determine root cause of issues. • Utilize excellent customer service skills and exceed customers’ expectations. • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. • Work through the problem-solving process with customers, empowering them to do the same in the future • Read through XML configuration files. • Troubleshoot inventory flow using text-based log files. • Be familiar with database tables and have the ability to modify SQL queries to track down data to analyze and resolve issues. • Troubleshoot PLC control systems without necessarily getting into the PLC code. • Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures. • Work closely with our development team regarding customer issues, feedback from customers, and testing code changes. • Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients. • Ensure proper recording, documentation and closure using appropriate applications. • Provide documentation to user manuals and guides for training purposes. • Train customers onsite and remotely. • Test new software releases or software modifications.

• Provide support to customers, ensuring the best possible experience in every contact • Offer Vivo products and services to help grow the customer base • Explain the advantages of consolidating telecommunications and digital services on a single bill with Vivo • Probe customers' needs and recommend appropriate products • Generate interest in contracting products and services • Expand customers' connectivity options through the sale of digital services • Suggest improvements to service procedures

• Oversee support for cloud and on-premises applications. • Collaborate with stakeholders and teams to understand IT needs. • Troubleshoot issues, guide teams, and provide effective resolutions. • Offer guidance and mentorship to Linux/application engineers while identifying and applying automation best practices for products and processes. • Own the problem resolution and collaborating with internal teams. • Analyze technical issues, understanding architecture, setting up processes, and collaborating with the Development team and vendor for on-prem and cloud applications. • Collaborate with our support, operations and engineering teams to investigate and troubleshoot complex problems. • Enhance system monitoring to accelerate error detection and resolution, improving reliability, performance, and participating in rotations for service restoration.