Profile: N1 Application Support Engineer **Regarding the shifts to be covered, there are 3 with weekly rotation:** **Monday to Friday:** **07:30 \- 16:30** **09:00 \- 18:00** **10:00 \- 19:00** The N1 Application Support Engineer is the first operational point of contact for handling incidents and requests related to applications. The objective is to restore service quickly and ensure daily operations. Main Responsibilities \- Incident handling and management. · Receive, register, and classify tickets in the management tool. Perform initial diagnosis considering: · User/error description · Date/time · Step prior to the incident · Visible logs or error messages · Business impact · Escalate to N2/N3 teams when required, following time policies (SLA/OLA). \- Request handling. \- Operational monitoring. \- Documentation and continuous improvement. Required Technical Skills \- Basic SQL. \- Basic knowledge of REST/SOAP APIs and web services. \- Monitoring tools. \- Customer support via phone and email. \- Log management. ITSM / Service Management \- Basic knowledge of ITIL processes: Incidents, Requests, and Problems. \- Use of ticketing tools. \- Escalations based on SLA. Soft Skills \- Clear and effective communication with non-technical users. \- Analysis and diagnostics. \- Service orientation. Daily Activities \- Validation of application status. \- Review and prioritization of tickets. \- Execution of health checks. \- Execution of ABC processes. \- Follow-up on escalated tickets. Performance Indicators \- SLA compliance ≥ 95%. \- Knowledge base updates. Academic Requirements \- Technical degree, engineering, or related field in IT. \- 1 to 3 years of experience. Key Competencies \- Customer orientation. \- Organization. \- Collaborative work. \- Structured problem solving. Job type: Full-time Salary: $19,000\.00 per month Work location: On-site position