• Receive and log all user requests through the ticket management system. • Categorize and prioritize tickets according to the client's defined rules and SLAs. • Inform the user when a request is outside the contracted scope. • Provide support and resolve tickets via phone and/or remote access. • Offer support and clarify questions related to infrastructure and system usage. • Work on incident resolution such as: • Unauthorized access issues • Viruses and security • Software reinstallation • Log and route tickets related to: • Hardware • Software • Infrastructure issues • Service requests • Requests requiring on-site support • Data recovery • Resolve eligible tickets on first contact (FCR – First Call Resolution). • Create and escalate incident tickets for critical issues as needed.

• Provide Level 1 technical support (phone, chat, email, or in person) • Log and track tickets using an ITSM tool • Hardware support (desktops, laptops, printers, and peripherals) • Installation and configuration of operating systems and software • Support for Microsoft 365 / Google Workspace • Access management (password resets, user and email account creation) • Support for basic networking (Wi‑Fi, VPN, TCP/IP, DNS, DHCP) • Escalate tickets when necessary • Meet SLAs and manage priorities • Document support activities and solutions

• Attend to and log all user requests through the ticket management system. • Categorize and prioritize tickets according to the client-defined rules and SLAs. • Inform the user when a request is outside the contracted scope. • Provide support and resolve tickets via phone and/or remote access. • Provide support and clarify questions related to infrastructure and system usage. • Work on incident resolution such as: - Unauthorized access issues - Viruses and security - Software reinstallation • Log and forward tickets that involve: - Hardware - Software - Infrastructure issues - Service requests - Requests that require on-site support - Data recovery • Resolve eligible tickets on first contact (**FCR – First Call Resolution**). • Create and escalate incident tickets for critical issues as needed.

• Provide first-line technical support by handling customer requests • Perform initial issue analysis • Support the day-to-day operations of the platform • Collaborate with related departments to ensure stable system performance and efficient resolution of technical cases • Process, classify, and perform initial analysis of incoming requests in Jira Service Desk • Provide first-line operational support for project systems and configurations • Use GitLab to review and make basic updates to configuration files • Maintain accurate ticket updates and documentation • Prioritize tasks in accordance with requirements and business risk level