Support Engineer

• Receive, log, and monitor all requests from registered users in the ticketing system.
• Categorize and prioritize tickets according to client-defined rules and matrices.
• Provide guidance to users when a request falls outside the contracted scope.
• Provide support and resolve tickets via phone and/or remote access.
• Clarify questions related to IT infrastructure and the use of resources.
• Handle incidents such as unauthorized access, viruses/malware, software reinstallation, and other environment-related occurrences.
• Log and route tickets related to hardware, software, infrastructure, and service requests.
• Open and forward tickets that require on-site support or data recovery.
• Resolve tickets eligible for FCR (First Call Resolution).
• Create Critical Incident tickets for proper escalation.

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