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

PwC Polska; Warszawa; On-site; PLN 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working hours

Occasionally work remotely

International projects

Job summary

PwC Polska’s Digital IPA team is seeking an IT Maintenance and Support Expert (freelance) to provide 2nd/3rd line support for enterprise applications and platforms. You will analyze logs, troubleshoot incidents, and monitor health while coordinating with infrastructure and security teams.

Ideal candidates have hands-on ITSM experience, Windows/Linux familiarity, ITIL knowledge, and strong English communication. Opportunity for remote work and international projects within a startup-like culture.

Qualifications

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

Responsibilities

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

Skills

2nd/3rd line support

ServiceNow

Jira Service Management

Windows Server

Linux

ITIL

SQL basics

Data analysis

English (proficient)

Tools

ServiceNow

Jira Service Management

Job description

PwC Poland’s Digital&IPA team comprises over 500 people. We are responsible for IT projects for Polish and international clients. The number of tasks we undertake is extensive: from design, building and implementation, through preparation of functional specifications and analysis of data in source systems, to the definition of business requirements, support in testing and development of mobile applications. The department provides IT consulting services, mainly to financial institutions from Poland and abroad.

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

Your future role:

• Providing 2nd and 3rd line support for enterprise applications and business platforms.
• Investigating, troubleshooting, and resolving incidents, service requests, and technical issues.
• Analysing logs, system behaviour, and application data to identify the root cause of incidents.
• Monitoring application performance, availability, and operational health.
• Managing support activities using ITSM tools such as ServiceNow or Jira Service Management.
• Supporting release management processes, deployments, and maintenance activities.
• Coordinating vulnerability remediation activities, security patch deployments, and platform maintenance in collaboration with infrastructure and security teams.
• Contributing to automation initiatives and continuous service improvement.
• Creating and maintaining technical documentation, procedures, and knowledge base articles.
• Collaborating with development, infrastructure, and vendor teams to resolve complex issues.
• Communicating with business users and clients regarding incidents, service updates, and planned changes.

Apply if you:

• Have experience in Application Support, IT Operations, Technical Support, or a similar role.
• Have hands‑on experience with ServiceNow, Jira Service Management, or similar ITSM/ticketing platforms.
• Have experience supporting Windows Server and/or Linux environments.
• Have basic knowledge of server administration, patch management, and infrastructure troubleshooting.
• Have a good understanding of ITIL processes, particularly Incident, Problem, and Change Management.
• Have a basic understanding of SQL and data analysis.
• Understand web applications, integrations, and SaaS platforms.
• Possess strong analytical and troubleshooting skills.
• Are able to manage priorities and work effectively in a fast‑paced environment.
• Have a 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‑related troubleshooting.
• Experience with application monitoring and log analysis tools.
• Basic scripting or automation skills (PowerShell, Python, Bash, or similar).
• Experience with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
• Familiarity with Azure services such as 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.

By joining us you gain:

• Interesting and ambitious projects – no routine or repeatability of activities.
• Flexible working hours.
• Possibility to take part in international projects.
• Occasionally work remotely.
• Excellent work atmosphere, including team events, hackathons.
• Work atmosphere as close as possible to a startup within a large corporation.