IT Maintenance & Support Expert – Freelance

About the role

PwC Poland’s Digital&IPA team is seeking a freelance IT Maintenance and Support Expert to provide 2nd and 3rd line support for enterprise applications and business platforms. You will work with a diverse portfolio of financial‑sector clients, ensuring the stability and performance of critical systems.

Key responsibilities

• Investigate, troubleshoot and resolve incidents, service requests and technical issues.
• Analyze logs, system behaviour and application data to identify root causes.
• Monitor application performance, availability and operational health.
• Manage support activities using ITSM tools such as ServiceNow or Jira Service Management.
• Support release management, deployments and maintenance activities.
• Coordinate vulnerability remediation, security patch deployments and platform maintenance with infrastructure and security teams.
• Contribute to automation initiatives and continuous service improvement.
• Create and maintain technical documentation, procedures and knowledge‑base articles.
• Collaborate with development, infrastructure and vendor teams to resolve complex issues.
• Communicate with business users and clients regarding incidents, service updates and planned changes.

Required profile

• Proven experience in application support, IT operations or technical support.
• Hands‑on experience with ServiceNow, Jira Service Management or similar ITSM platforms.
• Experience supporting Windows Server and/or Linux environments.
• Basic knowledge of server administration, patch management and infrastructure troubleshooting.
• Understanding of ITIL processes, especially Incident, Problem and Change Management.
• Basic SQL and data‑analysis skills.
• Good command of written and spoken English.

Required skills

• ServiceNow
• Jira Service Management
• Windows Server
• Linux
• ITIL
• SQL
• Web applications and SaaS platforms
• Active Directory
• DNS
• Networking fundamentals
• Application monitoring and log analysis tools
• PowerShell
• Python
• Bash
• Microsoft Azure
• Amazon Web Services (AWS)
• Google Cloud Platform (GCP)