Act as the first point of contact for users, ensuring proper ticket handling and routing to the right support team. Main responsibilities: Receive and review user tickets. Check that the ticket contains the required information. Contact the user when additional information is needed. Perform basic checks and first-level troubleshooting. Solve simple and known issues using existing procedures and documentation. Categorize and prioritize tickets correctly. Route complex or functional/technical issues to the appropriate L2/L3 team. Keep tickets updated and ensure proper follow-up. Support users with clear and simple communication. Contribute to knowledge documentation and continuous improvement.