L1 Support Agent

Duties: Perform activities based on guides provided.
Interact directly with End-Users of the systems.
System Health check (e.g.
backups, server health, integration reporting).
End user support triage and escalation to L2 users.
Simple user requests (e.g.
over the shoulder support, FAQs).
Service Request processing (e.g.
User onboarding).
System personalisation (e.g.
search filters).
Respond to end-user queries (e.g.
access level queries, reporting, user-level incidents).
Respond to system event alerts, log faults (e.g.
System performance incidents).
Usability checks (e.g.
system responsiveness).
Create problem records (e.g.
for repeat incidents).
Data Quality checks (e.g.
foundation data validation).
Integration reporting (e.g.
ticket status alignment).
User attestation reports.
1-2 years of working experience English and Portuguese Speaking – Basic Skills Shift Requirement 100% on-site Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial