•Inbound call handling (telephone, email and tools);•Registration of activities and services via tool;•Analysis of recurrence of alerts and improvements;•Daily update of open tickets and feedback to customers;•Keep tickets updated with each interaction carried out;•Monitor and act to ensure that SLA's and SLO's are met;•Record activities with details and execution time (Timesheet);•Stay logged in and available on the phone (except breaks);•Activation and interaction of Telecom operators;•Follow quality service procedures;•Support customers in everyday demands;•Interaction with teams to support or escalate calls;•Analysis and handling of level 1 requests and incidents;•Update documentation for customer and Claranet Brasil environments;•Present proposals and suggestions for improvements;•Record and analyze recurrence of incidents;•Support customers with medium complexity demands;•Analysis of recurrence of alerts and improvements;•Administration of internet/MPLS/PAP links;•UTM resource management (WF,APP,AV,IPS);•Administration of Firewall, SNAT, DNAT, VPN (IPSEC/SSL);•Intermediate connectivity troubleshoot;•Extract reports using available tools (FAZ, SGMS);•Format, install and update firewall and switch firmware.

Implementation and management of products focused on Cyber ​​Security; • Support for Firewall and Fortinet equipment - FortiGate, FortiAnalyzer, FortiManager, (Access Policies, IPSec, SSL, UTM and Fabric Connectors); • Static, NAT, SNAT, VIP and troubleshooting; • Firewall Updates; • Planning and execution of GMUDs.