FCamara is seeking a Support Analyst / Field Services professional to work on an operation for a major company in the iGaming sector. **Responsibilities and duties** 1\. Resolution of Complex Problems: Diagnose and resolve advanced technical problems requiring specialized knowledge. Analyze and resolve critical incidents related to systems, applications, and IT infrastructure. 2\. Incident and Change Management: Escalate lower-level incidents and ensure resolution of high-impact issues. Participate in change management, evaluating and implementing modifications to systems and infrastructure. 3\. Documentation and Knowledge: Update and create technical documentation, such as manuals and procedures. Contribute to the knowledge base by sharing solutions to recurring problems. 4\. Project and Implementation Support: Assist in the implementation and integration of new systems, tools, and technologies. Provide support during system migrations or upgrades, ensuring service continuity. 5\. Monitoring and Performance: Monitor system and server performance, identifying and resolving issues before they impact users. Perform tuning and optimizations to improve system and infrastructure performance. 6\. Training and Support for Lower-Level Teams: Guide and train Level 1 and Level 2 analysts, transferring technical knowledge and best practices. Support other departments by providing technical expertise in complex situations. 7\. Reporting and Analysis: Generate technical reports on incidents, performance, and improvements. Analyze incident trends and patterns to implement preventive solutions. **Requirements and qualifications** 1\. Academic Background: Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related fields. 2\. Professional Experience: Previous experience in advanced technical support, with a focus on resolving complex problems. Experience in incident management and fault resolution across infrastructure, systems, or applications. 3\. Technical Certifications: ITIL Foundation certification (preferred). Specific certifications in Windows Server, Linux, Networking, or Databases (e.g., Cisco, Microsoft, CompTIA, Oracle), depending on the area of specialization. 4\. Technical Skills: Proficiency in operating systems (Windows, Linux, Unix). In-depth knowledge of networking, IT infrastructure, and security. Experience with databases (SQL, Oracle, etc.), virtualization, and cloud computing (Google, Apple — Mac and iPhones). 5\. Interpersonal Skills: Strong technical communication skills and ability to clearly explain complex problems. Teamwork orientation and collaborative mindset when working with various support levels and other departments. 6\. Personal Attributes: Proactivity and problem-solving orientation. Organizational and analytical capabilities to handle complex incidents. Commitment to quality and adherence to SLAs. **Here, we are \#OrangeBlood!** We have been in the market for 17 years, side by side with our clients, delivering transformative experiences. We are a technology and innovation ecosystem with global expansion; beyond Brazil, we operate in Europe and the UK, with offices in Portugal, London, Dubai, and the Netherlands. **F for Formation: We believe in practicing a culture of knowledge sharing, community awareness, and the transformative power of knowledge!** We run initiatives and social actions that promote development, such as the tech community Orange Juice, the Training Program, our leadership academy, and numerous partnerships with NGOs and Edtechs. **At FCamara, everyone is welcome. For us, Diversity, Respect, and Ethics are non-negotiable elements embedded in our DNA.** **So, are you ready to join an amazing team and become the protagonist of your own story?**