German-Speaking L2 Tech Support Professional - Night Shift - Remote
Unisys
Wroclaw, PolandPosted 10 days agoDiscoveredMatch locked
RemoteFull-time2+ years exp
What success looks like in this role
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.
Essential
•
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.
Desirable
- 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.
Why Unisys?
- 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 in Wroclaw
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: 26 days)
•
Work schedule
4 work days per week (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
#LI-LO1
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here .
Not included in the source posting: benefits.
Skills
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