德语母语客服代表 - 夜班 - 远程
German-Speaking L2 Customer Service Representative - Night Shift - Remote
在本职位中，成功的表现是：服务台二级（L2）代理为QSR技术环境提供高级技术支持，作为复杂事件和问题的关键升级和解决点，这些事件和问题无法在一级解决。
该职位结合了深入的技术专长、根本原因的负责态度以及强大的客户沟通能力，确保系统高可用性、最小的业务影响和持续的服务改进。作为技术支持的前线代表，L2代理会积极指导较低层级人员，促进知识成熟度，并识别自动化和“左移”倡议的机会。
主要职责
- 为与硬件、软件、操作系统、网络连接、外设、POS/KDS系统和第三方应用程序相关的复杂问题提供二级技术支持。
- 诊断和解决涉及多个设备或系统依赖关系的问题，包括高级网络相关故障（例如VLAN配置错误、DHCP冲突、交换机/控制器问题）。
- 进行深入的技术分析，包括日志审查、结构化诊断、远程工具使用，以及适用的配置更改或补丁。
- 根据业务影响、紧急程度和SLA承诺管理并优先处理升级的工单。
- 负责事件直至解决，确保责任明确、正确记录和清晰的关闭沟通。
问题管理与根本原因分析
- 识别重复性和系统性问题，并参与问题记录和永久性解决方案的制定。
- 进行并记录根本原因分析（RCA），区分症状与潜在原因，并理解系统相互依赖性。
- 主动建议预防措施，以减少重复事件和操作风险。
如果你具备以下条件，你将在这个职位上取得成功：
必备条件
- 2-4年IT服务台、桌面支持或类似技术支持岗位的经验。
- 熟悉网络基础（LAN、WAN、Wi-Fi）、硬件、外设和远程支持工具、企业级和第三方应用程序。
- 具备解决影响多个用户或设备的复杂非标准问题的实际能力。
- 优秀的分析和解决问题能力，具有主动、以解决方案为导向的方法。
- 强大的德语沟通能力，能够有效与技术和非技术利益相关者互动。
- 在文档和流程方面高度关注细节。
查看英文原文
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
- ProvideTier 2 technical supportfor complex issues related to hardware, software, operating systems, network connectivity, peripherals, POS/KDS systems, and third-party applications.
- Diagnosing and resolving issues involvingmultiple devices or system dependencies, including advanced network-related faults (e.g. VLAN misconfigurations, DHCP conflicts, switch/controller issues).
- Performin-depth technical analysis, including log review, structured diagnostics, remote tooling, and configuration changes or patches where applicable.
- Manage and prioritize escalated tickets bybusiness impact, urgency, and SLA commitments.
- Own incidents through to resolution, ensuring accountability, proper documentation, and clear closure communication.
Problem Management & Root Cause Analysis
- Identifyrecurring and systemic issuesand 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 experiencein 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 totroubleshoot complex, non-standard issuesaffecting multiple users or devices.
- Excellent analytical and problem-solving skills, with aproactive, solution-oriented approach.
- StrongGerman communication skills, enabling effective interaction with both technical and non-technical stakeholders.
- High attention to detail indocumentation, process adherence, and follow-up.
- Ability to prioritize work and remain effective under pressure in a fast-paced environment.
- Language proficiency: English and German atC1 levelor equivalent.
Desirable
- 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.
What do we offer?
- After the training periodfull remoteopportunity - during the training period day time 5 days/week in the office
- Monthlygross 44.200 HUF cafeteria- regardless of your weekly working hours
- Fixed extralanguage allowance
- Additionalshift 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 oflearning and training opportunities
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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
Originally posted on Himalayas