German-Speaking L2 Tech Support Specialist

Unisys

Wrocław

Hybrid

PLN 112,000 - 167,000

Full time

10 days ago

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Benefits offered by this job

Hybrid working possibilities

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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.