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. The L2 Agent is expected to function as leverage for the wider team. Not as an isolated resource working in silo, but bringing legacy knowledge and QSR-specific expertise to help mature the rest of the team.

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 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.

Team Support & Knowledge Sharing

• Act as leverage for the wider Service Desk team, providing guidance and context that goes beyond the individual ticket queue.

• Proactively close knowledge gaps within the team by sharing legacy system knowledge, historical context, and QSR-specific expertise gained from prior experience or background.

• Support knowledge base maturity: create, review, and improve knowledge articles based on incidents resolved and patterns observed, so fixes become reusable rather than one-off.

• Act as a bridge between local market context and the wider support team, helping colleagues in other locations ramp up faster on market nuances.

• Participate in team huddles, coaching moments, and shadowing sessions to transfer expertise directly between support layers.

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 Dutch 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?

• Impact: Work on high-level enterprise applications and infrastructure.

• Environment: Join a dynamic, client-focused team with a culture of continuous improvement.

• Innovation: Opportunity to innovate and improve processes in a professional setting.

• Balance: A stable, full-time position with a clear hybrid working model.

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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.