IT Maintenance and Support Expert | Digital&IPA (freelance)

Role overview

IT Maintenance and Support Expert (Digital&IPA) — Freelance You will provide 2nd and 3rd line support for enterprise applications and business platforms, handling incidents, service requests, troubleshooting, and operational maintenance.

Responsibilities

• Provide 2nd/3rd line support for enterprise applications and business platforms
• Investigate, troubleshoot, and resolve incidents, service requests, and technical issues
• Analyze logs, system behavior, and application data to identify root causes
• Monitor performance, availability, and operational health of applications
• Manage support work using ITSM tools such as ServiceNow or Jira Service Management
• Support release management, deployments, and maintenance activities
• Coordinate vulnerability remediation and security patch deployments 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 about incidents, updates, and planned changes

Requirements

• Experience in Application Support, IT Operations, Technical Support, or similar roles
• Hands-on experience with ServiceNow / Jira Service Management or similar ITSM/ticketing tools
• 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 understanding of SQL and data analysis
• Understanding of web applications, integrations, and SaaS platforms
• Strong analytical and troubleshooting skills
• Ability to manage priorities in a fast-paced environment
• English (written and spoken)

Nice to have

• German language skills (B1/B2+)
• Familiarity with Active Directory, DNS, networking fundamentals, and infrastructure troubleshooting
• Experience with monitoring/log analysis tools
• Basic scripting/automation (PowerShell, Python, Bash, or similar)
• Cloud experience: Microsoft Azure, AWS, or Google Cloud
• Azure familiarity (e.g., Virtual Machines, App Services, Azure Storage, Azure SQL, Azure Monitor)
• AZ-900 (or willingness to obtain)
• Knowledge of analytics tools (Power BI/Alteryx/Tableau/Qlik Sense)
• Understanding of ETL/ELT and data integration
• Experience in Agile/Scrum environments
• Familiarity with AI-powered tools (e.g., Microsoft Copilot)