IT Support Specialist – German Speaking - Poland - Hybrid/Remote

IT Support Specialist – Level 1

Type: Full-time
Language Requirement: German (C1)

About the Role

Are you ready to power the future of energy trading? As a Professional IT Consultant, you will ensure the flawless, 24/7 operation of our Short-Term Service (STS) application landscape. Serving as the operational backbone your work directly impacts time-critical dispatching processes. If you thrive in fast-paced environments where precision meets high-stakes system reliability, this is the role for you.

Your Key Responsibilities

High-Impact IT Support (Tier 1 & 2)

• Resolve Incidents: Own the lifecycle of incidents, problems, and service requests to beat strict SLA targets.

• Act as First Responder: Serve as the primary, highly responsive contact point for frontline operational IT issues.

• Investigate Root Causes: Perform structured technical analysis to resolve complex operational anomalies.

• Escalate Intelligently: Partner with Tier 3 engineering teams by escalating high-level issues with detailed diagnostic data.

Corrective Maintenance & System Evolution

• Stabilize Platforms: Execute adaptive and corrective maintenance tasks within your Tier 1/2 scope to keep systems running smoothly.

• Deploy Updates: Assist with operational release management and deployment activities to minimize downtime.

Monitoring & High-Availability Management

• Watch the Pulse: Conduct continuous event monitoring to guarantee maximum uptime for time-series-driven trading processes.

• Join the Rotation: Participate in a 24/7 on-call support schedule via phone and email to protect trading continuity.

Documentation & Collaboration

• Sync with Leaders: Work hand-in-hand with Service Managers and senior tech tiers to continuously improve operations.

• Build the Knowledge Base: Maintain immaculate documentation of incidents, resolutions, and standard operating procedures.

What You Bring (Mandatory Requirements)

• Proven Support Track Record: Solid experience delivering Tier 1 and Tier 2 support for high-stakes, business-critical applications.

• 24/7 Operational Experience: Background working in highly monitored, always-on runtime environments.

• Industry Domain Knowledge: Direct experience supporting energy dispatching systems, short-term planning tools, or time-series scheduling applications.

• ITSM Framework Expertise: Deep understanding of structured IT Service Management workflows and ticketing systems (e.g., ServiceNow, Jira Service Management).

• EU Eligibility: Legal and technical capability to deliver remote or hybrid services entirely from within the European Union.

• Language Master: Fluent or native German language skills at a C1 level (CEFR) or higher.