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
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 Dutch 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?
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-AB1
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.
Skills Required
- 2-4 years of experience in IT Service Desk, Desktop Support, or similar technical support role
- Networking fundamentals (LAN, WAN, Wi‑Fi) and network troubleshooting (VLAN, DHCP, switches/controllers)
- Experience with hardware, peripherals, remote support tools, and enterprise/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 Dutch communication skills; English and Dutch at C1 level or equivalent
- 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
- 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
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
