We are currently looking for an Application Support Specialist to join our team working on a project for a retail client. The team is responsible for handling tasks within the second line of support, as part of global development, supporting new and existing solutions developed by cross-functional teams.

The main goal of the role will be to enable smooth incident flow, categorization, resolution, and close collaboration with customer support and other support lines.

The role requires 24/7 on-call duty on a rotational basis within the team.

• Effectively categorizing incoming support tickets based on urgency, impact, and complexity, defining the affected area
• Resolving technical issues 
• Managing escalation
• Collaborating with other support lines
• Maintaining comprehensive documentation related to issue resolution, best practices, knowledge sharing
• Proactively identifying recurring issues and causes, proposing and implementing improvements to prevent similar problems in the future, monitoring support process efficiency, and suggesting enhancements
• Following policies and procedures

• At least 2 years of experience in an IT operational/service desk role
• Effective time management - prioritization of tasks, managing workload effectively to meet expected SLAs
• Experience working with Microsoft solutions and platforms, Service Now, Atlassian stack (Jira/Confluence)
• Knowledge of SQL or NoSQL databases, or any programming language would be advantageous
• Basic knowledge of ITIL
• Fluent communication in Polish and English

Job no. 240405-5FK4Z