On-Call IT Support Specialist (German & English)

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 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.