What success looks like in this role:
Join Unisys as a German-speaking L2 Service Desk Agent and play a key role in delivering high-quality IT support to our global clients. In this position, you will handle more complex technical issues, acting as a trusted point of contact for users while ensuring efficient and professional resolution of incidents. This is an excellent opportunity to further develop your technical expertise, work in an international environment, and contribute to continuous service improvement.
Key Responsibilities
Provide 2nd level technical support via phone and ticketing systems
Troubleshoot and resolve software, hardware, and network-related issues
Ensure timely and effective resolution in line with SLAs and performance targets
Take ownership of tickets from initiation through to resolution, including follow-ups
Accurately document all troubleshooting steps and maintain data quality in systems
Communicate clearly with customers, keeping them informed throughout the process
Escalate issues when on-site or specialized support is required
Contribute to knowledge base improvements and create regular knowledge articles
Identify opportunities for process improvements and support implementation of changes
Collaborate with team members and support cross-training initiatives
You will be successful in this role if you have:
Minimum 3 years of experience in IT Service Desk / technical support (Level 1), with readiness to step into an L2 scope
Proven hands-on experience supporting Microsoft environments (Windows OS, Microsoft Office, Exchange/Outlook)
Solid understanding of IT infrastructure fundamentals, including user account management, Active Directory, and basic networking concepts (data and voice)
Demonstrated ability to troubleshoot and resolve complex technical issues independently, with strong analytical thinking
Experience working with ticketing systems and meeting SLA-driven performance targets
Strong customer focus and communication skills, with the ability to explain technical concepts clearly
Fluent English and native or near-native German language skills
Ability to manage workload effectively, prioritize tasks, and maintain high-quality documentation
Preferred:
ITIL Foundation certification
Microsoft certifications (e.g., Desktop Administration)
Experience contributing to knowledge bases or process improvement initiatives
What do we offer?
Hybrid working is supported
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 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.