L2 Dutch-speaking Customer Service Representative

Unisys; Netherlands; Hybrid; EUR 45,000 - 60,000; Full time

Job summary

Unisys in the Netherlands seeks a Service Desk Level 2 Agent to deliver advanced technical support for QSR environments, escalating complex incidents and mentoring Level 1. The role focuses on root cause ownership, knowledge maturity, and strong customer communication to ensure high system availability.

Diagnose across hardware, software, OS, networking, POS/KDS, and third‑party apps; perform RCA and shift-left improvements.

Qualifications

• Essential 2-4 years in IT Service Desk or similar role.
• Strong knowledge of networking, hardware, peripherals, and remote support tools.
• Experience troubleshooting complex, multi-user issues.
• Excellent analytical and problem-solving skills with a proactive approach.
• German communication skills required; English and Dutch at C1 level.

Responsibilities

• Provide Tier 2 support for complex issues across hardware, software, OS, network, and POS/KDS systems.
• Diagnose multi-device issues, perform log reviews, remote tooling, and patches as needed.
• Prioritize escalated tickets by impact, urgency, and SLA; document and close incidents.
• Conduct root cause analysis and contribute to permanent fixes; share knowledge with team.
• Support knowledge base maturity and help ramp up colleagues across locations.

Skills

Networking fundamentals

Hardware

Peripherals

Remote support tools

Applications troubleshooting

German communication

Documentation

Prioritization under pressure

English language

Dutch language

Tools

ServiceNow

Job description

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. The L2 Agent is expected to function as leverage for the wider team. Not as an isolated resource working in silo, but bringing legacy knowledge and QSR-specific expertise to help mature the rest of the team.

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. Team Support & Knowledge Sharing Act as leverage for the wider Service Desk team, providing guidance and context that goes beyond the individual ticket queue. Proactively close knowledge gaps within the team by sharing legacy system knowledge, historical context, and QSR-specific expertise gained from prior experience or background. Support knowledge base maturity: create, review, and improve knowledge articles based on incidents resolved and patterns observed, so fixes become reusable rather than one-off. Act as a bridge between local market context and the wider support team, helping colleagues in other locations ramp up faster on market nuances. Participate in team huddles, coaching moments, and shadowing sessions to transfer expertise directly between support layers.

Qualifications

• 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 Dutch 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.

What do we offer?

• Impact: Work on high-level enterprise applications and infrastructure.
• Environment: Join a dynamic, client-focused team with a culture of continuous improvement.
• Innovation: Opportunity to innovate and improve processes in a professional setting.
• Balance: A stable, full-time position with a clear hybrid working model.

Equal Opportunity Statement

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.

US job seekers can find more information about Unisys' EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world's leading organizations.

Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential.

To learn how we have been helping clients push what's possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity