IT Support Analyst (2nd line) | f/m/d
ERGO Technology & Services•Warsaw, Gdansk
💰 Wynagrodzenie
Widełki nieujawnione
📋 Informacje
🛠 Wymagane technologie
🌐 Wymagane języki
📝 Opis główny / Wstęp
As an IT Support Analyst, you will be responsible for providing advanced technical support and operational maintenance for a large-scale insurance portal serving over 3 million customers. The role focuses on incident investigation, root cause analysis, system monitoring, and collaboration with development and infrastructure teams to ensure high availability, performance, and reliability of business-critical applications.
How you will get the job done
- providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre)
- investigating and resolving application, integration, and data issues in a high-volume insurance portal environment
- performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reducing recurring incidents
- monitoring system health, performance, and availability for ensuring SLA compliance
- collaborating with development, QA, DevOps, and infrastructure teams for resolving defects and deploying fixes
- supporting application releases, patches, and configuration changes in production and pre-production environments
- maintaining technical documentation, knowledge base articles, and operational procedure
- participating in incident management, including major incident response and post-incident reviews
- ensuring data integrity, security standards, and regulatory compliance within the insurance domain
- identifying opportunities for automation and continuous service improvement
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!