Be part of Stefanini! At Stefanini, we are more than 30,000 geniuses, connected from 41 countries, doing what they love and co-creating a better future. Surely you don't want to miss out! **** Why will we choose you? Because the challenges you'll take on reflect your ambitions! **Responsibilities and duties** Responsible for providing technical assistance for critical incidents escalated by the monitoring team, ensuring high customer satisfaction by meeting service level agreements (SLAs) and standard Prisma processes based on best practices and ITIL. Part of the job will be documenting issues in critical incidents to complete the RCA process and event logs, preparing the Technical Sheet when service levels are affected, with documentation delivered to the next analysis level within less than 8 hours. The candidate must be a student in Systems Engineering or a related field, preferably with knowledge of programming and automation/scripting in Linux (bash scripting) and Windows (ps/batch scripting). Part of your role will include assisting and executing changes in Windows and Linux environments following procedures; you must have knowledge of both platforms to interpret and execute changes with an SLA of 97% successful changes. Participation in meetings with other departments will be required, during which you must generate minutes and summaries of topics discussed, as well as follow up on any items requiring action from your own team. You must create problem resolution documentation to consolidate the knowledge base and improve response times for incident resolution. You must keep system administration documentation updated with changes made to the platforms managed by the team. You must acquire and assimilate knowledge about new technologies through interaction with other teams, sharing this knowledge via documentation. You will delegate tasks requiring higher-level analysis to upper levels or other departments, while maintaining oversight of those tasks handled by other teams. **Requirements and qualifications** Requirements: * Knowledge of Incident Management and incident resolution workflow tools based on ITIL. * Student in Systems Engineering or related field. * Preferred knowledge of programming and automation/scripting in Linux (bash scripting) and Windows (ps/batch scripting). **Additional information** Must have availability to perform weekend on-call shifts. Are you looking for a place where your ideas can shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you're a disruptive person, committed to continuous learning, and innovation is in your DNA, then we are what you're looking for. Come and let's build a better future together!