German-Speaking L2 Customer Service Representative - Night Shift - Remote

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.

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. What do we offer? After the training period   full remote   opportunity - during the training period day time 5 days/week in the office Monthly   gross 44.200 HUF cafeteria   - regardless of your weekly working hours Fixed extra   language allowance Additional   shift bonuses Private Health Insurance   - Premium Package provided for all Unisys associates after 6 months of tenure  Home office allowance Last and foremost,   a great team , as well as a lot of   learning and training opportunities #LI-KB2 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