IT Maintenance and Support Expert | Digital&IPA (freelance)

PwC Poland's Digital&IPA team comprises over 500 people specializing in IT projects for Polish and international clients, mainly providing IT consulting services to financial institutions. The team operates across a broad range of tasks including design, implementation, functional specifications, data analysis, and support of mobile applications.

• Experience in Application Support, IT Operations, Technical Support, or similar role.
• Hands-on experience with ServiceNow, Jira Service Management, or similar ITSM/ticketing platforms.
• Experience supporting Windows Server and/or Linux environments.
• Basic knowledge of server administration, patch management, and infrastructure troubleshooting.
• Good understanding of ITIL processes, especially Incident, Problem, and Change Management.
• Basic understanding of SQL and data analysis.
• Knowledge of web applications, integrations, and SaaS platforms.
• Strong analytical and troubleshooting skills.
• Ability to manage priorities and work effectively in a fast-paced environment.
• Good command of English, both written and spoken.

Nice to have:

• German language skills (B1/B2 or higher).
• Familiarity with Active Directory, DNS, networking fundamentals, and infrastructure troubleshooting.
• Experience with application monitoring and log analysis tools.
• Basic scripting or automation skills with PowerShell, Python, Bash, or similar.
• Experience with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
• Familiarity with Azure services like Virtual Machines, App Services, Azure Storage, Azure SQL, or Azure Monitor.
• Microsoft Certified: Azure Fundamentals (AZ-900) certification or willingness to obtain it.
• Knowledge of Power BI, Alteryx, Tableau, Qlik Sense, or similar analytics platforms.
• Understanding of data integration, ETL/ELT concepts, and reporting solutions.
• Experience working in Agile/Scrum environments.
• Familiarity with AI-powered tools, Microsoft Copilot, or automation solutions.

• Provide 2nd and 3rd line support for enterprise applications and business platforms.
• Investigate, troubleshoot, and resolve incidents, service requests, and technical issues.
• Analyze logs, system behavior, and application data to identify root causes.
• Monitor application performance, availability, and operational health.
• Manage support activities using ITSM tools like ServiceNow or Jira Service Management.
• Support release management processes, deployments, and maintenance activities.
• Coordinate vulnerability remediation, security patch deployments, and platform maintenance with infrastructure and security teams.
• Contribute to automation initiatives and continuous service improvement.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Collaborate with development, infrastructure, and vendor teams to resolve complex issues.
• Communicate with business users and clients regarding incidents, updates, and changes.

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