IT Support Analyst (2nd line)​ | f/m/d

Your responsibilities

• providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre)
• investigating and resolving application, integration, and data issues in a high-volume insurance portal environment
• performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reducing recurring incidents
• monitoring system health, performance, and availability for ensuring SLA compliance
• collaborating with development, QA, DevOps, and infrastructure teams for resolving defects and deploying fixes
• supporting application releases, patches, and configuration changes in production and pre-production environments
• maintaining technical documentation, knowledge base articles, and operational procedure
• participating in incident management, including major incident response and post-incident reviews
• ensuring data integrity, security standards, and regulatory compliance within the insurance domain
• identifying opportunities for automation and continuous service improvement

Our requirements

• fluency in German and English (B2/C1)
• training in an IT profession or studies in IT
• at least 5 years of professional experience in Service Desk area in application management or second-level support function in an IT environment, especially in the following areas: Insurance/Banking business processes; Webportal/Mobile App applications; B2C digital marketing, customer retention, or similar
• experience as an IT Support Analyst or similar role
• understanding of backend and frontend IT systems, interfaces, and functionalities as well as general IT software development and cloud infrastructure
• talent in capturing things quickly as well as structuring and orchestrating topics
• understanding of the Incident Management process according to ITIL
• stakeholder management experience
• analytical mindset with strong planning, coordination, and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly
• confidence, assertiveness, and strong commitment
• working in a distributed multi-national team and a customer service-oriented role

Optional

• experience with Service NOW

About the role

What we offer

• Let's be healthy – medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.
• Let's be balanced – work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.
• Let's be smart – we organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.
• Let's be responsible – each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.
• Let's be fun – company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!
• Let's be diverse – every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• integration events
• employee referral program
• charity initiatives

ERGO Technology & Services S.A.