Tech Support L2 Professional German-speaking

Unisys; Wrocław; Hybrid; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Life insurance

Private health insurance

Sports Card

Unisys University

Onboarding & training

Job summary

Unisys Poland is seeking a skilled L2 Service Desk Agent to deliver advanced technical support for QSR technology environments, acting as a key escalation and resolution point for complex incidents beyond Level 1.

You will mentor Level 1.5 and Level 2 teams, drive root cause analysis, and ensure high system availability, customer satisfaction, and adherence to SLAs across hardware, software, and network issues.

Qualifications

• 2–4 years of experience in IT service/help desk or similar role.
• Strong knowledge of networks, hardware, peripherals, and remote tools.
• Ability to troubleshoot complex, multi-user incidents.
• Excellent documentation and communication skills; proactive approach.
• English and German proficiency at C1 or equivalent.

Responsibilities

• Log and raise tickets through multiple channels.
• Resolve auto-generated tickets with end-to-end accountability.
• Pursue First Contact Resolution using knowledge bases.
• Escalate unresolved issues with relevant diagnostics.
• Coordinate with Field Support for on-site interventions when needed.
• Communicate progress and next steps clearly to users.
• Meet defined SLAs and KPIs.

Skills

Networking fundamentals

Hardware & peripherals

Remote support tools

Enterprise applications

English & German (C1)

Troubleshooting complex issues

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.

L2 Support & Incident Management

• Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email).
• Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure.
• Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources.
• Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information.
• Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation.
• Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure.
• Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.

Problem Management & Root Cause Analysis

• Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
• Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
• Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.

You will be successful in this role if you have:

• 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.
• 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, enabling effective interaction with both technical and non-technical stakeholders (internally & externally)

Nice-to-have-skills:

• ITIL Foundation (or higher) certification.
• Experience inQuick Service Restaurant (QSR), retail, POS, or KDS environments.
• Experience supportingAndroid and iOS platforms.
• Familiarity withServiceNowor 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 onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training)
• 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)
• Surplus payments for non-standard shifts (weekend, night, holidays)
• Competitive salary and company bonus within an unlimited work contract

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