Mission Understand and resolve assigned medium/high complexity incidents, respecting the SLA agreed with the client. Implement products and services offered with a key focus on integration and automation of clients' IT environments. Responsibilities Interpret the customer's need for which the service is required. Provide technical support and resolution of customer incidents and/or problems. Prepare reports on assigned incidents for resolution. Provide assistance in critical priority High incidents when necessary. Document internal procedures and deliverables to customers. Participate in the pre-sales process. Participate in the lifecycle of technologies, proactively assisting in events and meetings with team members and manufacturers. Set up test labs to simulate environments and procedures for application to customers. Provide internal training as needed. Requirements Minimum of 3 years of previous experience in similar roles. Relevant university studies. Intermediate-advanced technical English. Technical knowledge Microsoft (Active Directory, Office, ADUC) vSphere (Desirable) Horizon (Desirable). Nutanix. VDI (Virtual Desktop Infrastructure).