Hotline Support Specialist (DE/EN)

ELEKS; Polska; On-site; PLN 85,000 - 170,000; Full time

Benefits offered by this job

Close cooperation with a customer

Challenging tasks

Ability to influence project tech

Team of professionals

Dynamic environment with low level of‑

Job summary

ELEKS is collaborating with University Medicine in Germany to digitally transform the public website and intranet, including migrating content to a new CMS and transitioning to ongoing service operations. The role focuses on IT support and incident management with escalation to technical teams as needed.

You will handle hotline requests, perform initial issue triage, document actions, and participate in after‑hours/on‑call coverage in a fast‑paced, client‑facing environment.

Qualifications

• German language proficiency at C1 level or higher for technical inquiries and high‑pressure situations.
• English at B2 level or higher for internal communication and documentation.
• CMS basics and familiarity with web platforms.
• Experience with ticketing systems such as Jira.
• Ability to classify, document and escalate incidents per procedures.
• Strong communication, problem‑solving and customer support skills.
• Ability to work independently and coordinate with technical teams.
• Willingness to participate in rotating on‑call shifts including evenings, nights and weekends.

Responsibilities

• Handle incoming hotline calls and service inquiries.
• Perform initial assessment, classification and troubleshooting of reported issues.
• Resolve at first level when possible or escalate to appropriate teams.
• Register and document requests in the ticketing system with classification, actions and resolution status.
• Ensure incidents follow SLA and escalation procedures.
• Provide after‑hours and weekend on‑call support for critical incidents.
• Escalate highest‑severity incidents to on‑duty technical team when needed.
• Maintain incident records and support continuous improvement of processes.

Skills

German language proficiency (C1+)

English language proficiency (B2+)

CMS basics

Ticketing systems (Jira)

Incident classification and escalation

Strong communication and problem‑solv"

Independent work and coordination

On-call availability (evenings/nights/

Tools

Jira

Drupal

GitLab

AWS

Monitoring tools

PagerDuty

Job description

ELEKS is starting a new collaboration with University Medicine in Germany. The project focuses on the digital transformation of the public website and intranet, including the introduction of a new content management system, migration of existing content, and transition into ongoing service operations.

REQUIREMENTS

• German language proficiency at C1 level or higher, with the ability to handle technical inquiries and communicate effectively in high-pressure situations
• English language proficiency at B2 level or higher for internal communication and documentation
• Basic technical understanding of web platforms and Content Management Systems (CMS)
• Experience with ticketing systems such as Jira or similar tools
• Ability to assess, classify, document, and escalate technical incidents according to established procedures
• Strong communication, problem-solving, and customer support skills
• Ability to work independently and coordinate with technical support teams
• Willingness to participate in rotating on-call shifts, including evenings, nights, and weekends
• Availability aligned with the CET/CEST time zone
• Experience with ITIL incident management processes is a plus
• Familiarity with Drupal, GitLab, AWS, monitoring tools, or PagerDuty is a plus
• Previous experience in IT support, hotline support, or on-call operations is a plus

RESPONSIBILITIES

• Handle incoming hotline calls, including general support requests, service inquiries, and incident reports
• Perform initial assessment, classification, and troubleshooting of reported issues
• Resolve issues at the first support level where possible or escalate them to the appropriate technical teams
• Register and document all incoming requests in the ticketing system, including classification, actions taken, and resolution status
• Ensure incidents are handled according to agreed SLA requirements and escalation procedures
• Provide after-hours and weekend on-call support for critical incidents
• Perform qualified intake and immediate escalation of highest-severity incidents to the on-duty technical team
• Ensure continuity of critical incident handling until resolution or an effective workaround is provided
• Collaborate with technical support teams to ensure timely issue resolution
• Maintain accurate incident records and contribute to continuous improvement of support processes

WHAT YOU WILL GET WITH ELEKS

• Close cooperation with a customer
• Challenging tasks
• Ability to influence project technologies
• Team of professionals
• Dynamic environment with low level of bureaucracy

ELEKS is a custom software development company. We deliver value to our clients, thanks to our expertise and experience gained from working as a software innovation partner since 1991.

Our 2000+ professionals located in the Delivery Centers across Eastern Europe and sales offices in Europe and North America, provide our clients with a full range of software engineering services. These include product development, QA, R&D, design, technology consulting and dedicated teams.