IT Support Specialist with German

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As an IT Support Specialist, you will handle our 2nd level application support. You will be part of a Product Team and work cross-functionally. You will work with a high degree of autonomy and responsibility and cooperate with other teams in the ERGO Group and its subsidiaries.

The role is involved in the following processes:

• Incident Management
• Major Incident Management
• Security Incident Management
• Change & Release Management
• Knowledge Management
• Problem Management

How you will get the job done

• analysing, logging, and monitoring bugs in the company’s bug-tracking system when a case is validated as a bug
• looking for patterns in logged cases to identify widespread issues early on
• coordinating timely resolution of reported incidents to ensure that services are restored following the SLAs in the event of an incident
• translating user reports from German into English and back again
• being responsible for the whole support service, ensuring that support documentation is up-to-date, tickets are routed properly, communication channels are defined and used, and vendors’ work is monitored and optimized
• consulting ERGO subsidiaries and stakeholders on the status of projects

Skills and experience you will need

• fluency in English (min. B2) and German (min. B2)
• 1-3 years of hands-on experience in a first or second-level support function in an IT environment, especially in the following areas:
• B2C digital marketing, customer retention, or similar
• Insurance/Banking business processes
• Webportal/Mobile App applications
• good understanding of backend and frontend IT systems, interfaces, and functionalities
• ability to troubleshoot and fix complex issues
• understanding of user needs and technical restrictions
• ability to identify the differences between user problems, feature requests, and bugs
• understanding of the Incident Management process according to ITIL
• good knowledge of BMC Remedy or ServiceNow (or any other major ticketing system)
• stakeholder management experience
• proven attention to detail and quality
• analytical mindset combined with a "can-do" attitude
• friendly, outgoing personality with a sense of humor
• excellent communication skills (good writing abilities)
• working in a distributed multi-national team and a customer service-oriented role
• willingness to travel (up to 10%)

Nice to have

• Polish language proficiency

Perks & Benefits

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!