Tech Support L1 German-Speaking

Key Responsibilities:

Our German-speaking Tech Support L1 serves as the first point of contact on behalf of the biggest QSR (Quick Service Restaurant) Worldwide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.

Incident and Service Request Management

• Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email).
• Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure.
• Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources.
• Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information.
• Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation.
• Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure.
• Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.

Customer Support & Communication

• Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
• Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
• Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.

Key Qualifications

• Minimum 1-2 years of experience in a service desk role or other similar technical role.
• Language proficiency in English and German C1 level or equivalent is a must.
• Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server) and network environments
• Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage.
• Strong customer service orientation and communication skills.
• Ability to multitask and manage workload in a fast-paced environment.
• Detail-oriented with excellent documentation and follow-up abilities.
• Collaborative mindset with a focus on knowledge sharing and continuous improvement.
• Critical thinking: diagnostic reasoning and identifying connections

Why Unisys?

• Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity
• The individual counts at Unisys - be a trusted team member and have supportive supervisors
• Inclusion & Ethics - Work in an ethical company culture where you can be yourself
• Be part of our internal career development programs (variety of technologies, continuous personal career growth)
• Unisys university
  • unlimited access to our online training tool to improve your soft skills and technical capabilities
• Industry leading 15 week onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training (potentially non-mandatory))
• Life insurance – 200% of salary covered
• Private health insurance
  • comprehensive outpatient cover (with option to cover partner/family at own cost)
• Sports Card – can be used for gym memberships among other health and wellness offerings
• PPK
  • 1,5% sponsorship, starting after 3 month probation period
• Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days)
• Surplus payments for non-standard shifts (weekend, night, holidays)
• Competitive salary and company bonus within an unlimited work contract