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