[Hiring] German-Speaking L2 Tech Support Professional @Unisys

Role Description

The Service Desk Level 2 (L2) Agent delivers advanced technical support for QSR technology environments, acting as a key escalation and resolution point for complex incidents and problems that cannot be resolved at Level 1. This role combines deep technical expertise, root cause ownership, and strong customer communication, ensuring high system availability, minimal business impact, and continuous service improvement. As a frontline ambassador of technology support, the L2 Agent actively mentors lower tiers, contributes to knowledge maturity, and identifies opportunities for automation and “shift-left” initiatives.

Key Responsibilities

• Provide Tier 2 technical support for complex issues related to hardware, software, operating systems, network connectivity, peripherals, POS/KDS systems, and third-party applications.
• Diagnosing and resolving issues involving multiple devices or system dependencies, including advanced network-related faults (e.g. VLAN misconfigurations, DHCP conflicts, switch/controller issues).
• Perform in-depth technical analysis, including log review, structured diagnostics, remote tooling, and configuration changes or patches where applicable.
• Manage and prioritize escalated tickets by business impact, urgency, and SLA commitments.
• Own incidents through to resolution, ensuring accountability, proper documentation, and clear closure communication.

Problem Management & Root Cause Analysis

• Identify recurring and systemic issues and contribute to problem records and permanent fixes.
• Perform and document root cause analysis (RCA), distinguishing symptoms from underlying causes and understanding system interdependencies.
• Proactively suggest preventive actions to reduce repeat incidents and operational risk.

Qualifications

• 2–4 years of experience in IT Service Desk, Desktop Support, or a similar technical support role.
• Strong technical knowledge of:
  • Networking fundamentals (LAN, WAN, Wi-Fi)
  • Hardware, peripherals, and remote support tools
  • Enterprise and third-party applications
• Proven ability to troubleshoot complex, non-standard issues affecting multiple users or devices.
• Excellent analytical and problem-solving skills, with a proactive, solution-oriented approach.
• Strong German communication skills, enabling effective interaction with both technical and non-technical stakeholders.
• High attention to detail in documentation, process adherence, and follow-up.
• Ability to prioritize work and remain effective under pressure in a fast-paced environment.
• Language proficiency: English and German at C1 level or equivalent.

Requirements

• ITIL Foundation (or higher) certification.
• Experience in Quick Service Restaurant (QSR), retail, POS, or KDS environments.
• Experience supporting Android and iOS platforms.
• Familiarity with ServiceNow or similar ITSM tools.

Benefits

• Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity.
• The individual counts at Unisys - be a trusted team member and have supportive supervisors.
• Inclusion & Ethics - Work in an ethical company culture where you can be yourself.
• Be part of our internal career development programs (variety of technologies, continuous personal career growth).
• Unisys university - unlimited access to our online training tool to improve your soft skills and technical capabilities.
• First class 15 week Onsite onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training) - all business travels paid by Unisys.
• Life insurance – 200% of salary covered.
• Private health insurance - comprehensive outpatient cover (with option to cover partner/family at own cost).
• Sports Card – can be used for gym memberships among other health and wellness offerings.
• PPK - 1.5% sponsorship, starting after 3 month probation period.
• Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days).
• Work schedule: 4 work days per week (8 hour-shifts between 7.45pm to 6am).
• Surplus payments for non-standard shifts (weekend, night, holidays).
• Competitive salary on monthly gross 10.000-15.000 PLN and company bonus within an unlimited work contract.