German-Speaking L2 Tech Support Professional - Night Shift - Remote

Unisys; Wrocław; Hybrid; PLN 112,000 - 167,000; Full time

Benefits offered by this job

Hybrid working possibilities

Life insurance

Private health insurance

Sports Card

Job summary

Unisys is seeking a Service Desk Level 2 (L2) Agent to provide advanced IT support for QSR technology environments, escalating complex incidents and mentoring junior staff in a hybrid working setup. You will troubleshoot hardware, software, networks, POS/KDS, and third‑party applications while documenting actions and ensuring high system availability and customer satisfaction.

The role requires 2–4 years in IT service desk, fluency in English and German at C1, and awareness of ITIL/ServiceNow

Qualifications

• 2–4 years of IT Service Desk, Desktop Support, or a similar technical role.
• Strong knowledge of Networking fundamentals (LAN, WAN, Wi‑Fi), hardware, peripherals, and remote support tools, and enterprise/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 mindset.
• Strong German communication skills enabling effective interaction with 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 QSR/retail/POS/KDS environments.
• Experience supporting Android and iOS platforms.
• Familiarity with ServiceNow or similar ITSM tools.

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.
• Diagnose and resolve issues involving multiple devices or system dependencies, including advanced network faults.
• 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.
• 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.

Skills

Networking

Hardware & peripherals

Remote support tools

Enterprise software

Troubleshooting complex issues

German language

English language

ITIL Foundation

QSR/Retail/POS/KDS

Android/iOS support

ServiceNow ITSM

Tools

ServiceNow ITSM

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.

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.

You will be successful in this role if you have:

• 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?

• 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 #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.

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