Help Desk Portuguese and English Language Advanced Escalates high severity issues & works along with consultants from service impact to improvement plans Help develop automation capabilities wherever possible to reduce issues & complexity Work with multiple teams to address complex issues under L3 Engineer guidance Troubleshooting basic to intermediate platform issues Troubleshooting user issues Ticket handling as per agreed SLAs Ensure Backup & restore of workspaces per agreement Ensure policy controls & security level on workspaces as expected Creates daily/weekly/monthly reports on system statistics, capacity, usage, analytics & other metrics