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

Unisys; United States; Hybrid; USD 29,000 - 43,000; Full time

Benefits offered by this job

Hybrid working

Life insurance

Private health insurance

Sports Card

Paid holidays

Unisys university

Onsite onboarding & training

Competitive salary

Job summary

Unisys is seeking a Service Desk Level 2 (L2) Agent to deliver advanced technical support for QSR technology environments. You will escalate and resolve complex incidents, mentor lower tiers, and contribute to knowledge maturity and automation opportunities.

In this role you will handle Tier 2 issues across hardware, software, OS, networks, POS/KDS systems, and third-party apps, while prioritizing tickets by impact and SLA.

Qualifications

• 2–4 years of experience in IT service desk or desktop support.
• Strong knowledge of Networking, hardware, peripherals and remote tools.
• Ability to troubleshoot complex, non-standard issues affecting multiple users.
• Proactive, solution-oriented analytical mindset.
• German communication skills at C1 level; English also required.

Responsibilities

• Provide Tier 2 technical support for hardware, software, OS, network, peripherals, POS/KDS systems, and third‑party apps.
• Diagnose and resolve issues involving multiple devices or system dependencies, including advanced network faults.
• Perform in-depth technical analysis with log review, remote tooling, and configuration changes or patches.
• Manage and prioritize escalated tickets by business impact, urgency, and SLA.
• Own incidents through resolution with proper documentation and closure communication.

Skills

2–4 years experience

German communication

Networking fundamentals

Remote support tools

Troubleshoot complex issues

Documentation & process adherence

Tools

POS/KDS systems

Windows/Linux/macOS

ServiceNow (Desirable)

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 documentroot 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 inQuick 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

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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 [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.