Job Mission You will be responsible for providing high-quality first-level technical support (N1), ensuring customer satisfaction from the very first interaction. The main objective is to receive, perform initial diagnosis, and resolve basic incidents, as well as properly escalate those requiring higher complexity, guaranteeing compliance with the timelines and procedures established by the department. What responsibilities and tasks will you handle? **1\. Multichannel Customer Support (Daily):** * Receiving and managing requests via Phone, Chat, and Ticketing System (Kayako). * Ensuring excellent, empathetic, and professional treatment in every interaction. **2\. Ticket Management (Daily):** * Opening, tracking, and closing tickets. * Proper categorization and documentation of resolutions to enrich the knowledge base. **3\. Monitoring and Alerts (Daily):** * Supervising system and network alarm dashboards. * Executing immediate notification protocols and performing basic reviews upon active alerts. **4\. Documentation Maintenance:** * Consulting and updating internal (Redmine) and external repositories for clients. **5\. Incident Escalation:** * Quickly identifying environment or production issues beyond Level 1 scope for immediate reporting to expert technicians. **6\. Incident Handling:** * Direct coordination with providers for incidents and maintenance (as needed) * Daily incident management with customers. Performance will be measured based on response and resolution time compliance (Karmas) and service KPIs. Minimum Requirements At least 1 year of experience in technical support, helpdesk, or junior system administration roles. **The following theoretical and practical knowledge will be valued:** * Operating Systems: Linux and Windows Server. * Web/Network Services: Apache, Nginx, PHP, MySQL, DNS, FTP, Email. * Infrastructure: Cloud Computing, Backup, and VPN. * Networking: TCP/IP, Routing, and Basic Firewalling. * (Desirable): Control panels such as Plesk/cPanel. What competencies would we like you to have? * Customer orientation, active listening, and empathy. * Teamwork ability. * Ability to manage high workload volumes. * Organizational and adaptability skills. * Problem-solving ability. What do we offer? * Permanent contract. * Working hours from Monday to Friday, 09:00 to 18:00. * Hybrid work model. * Excellent working environment.