German-Speaking L2 Tech Support Professional - Night Shift - Remote
Core
Deliver advanced technical support for QSR technology environments, acting as an escalation point for complex incidents involving hardware, software, networks, and POS/KDS systems.
Role type
Senior IC L2 Service Desk Agent
Builds
High system availability and minimal business impact for Quick Service Restaurant clients
Domain
IT Service Management / Quick Service Restaurant (QSR) technology
Required skills
Networking fundamentals (LAN, WAN, Wi-Fi), Hardware troubleshooting, Remote support tools, Enterprise and third-party applications, Root cause analysis, Incident management, Documentation, Prioritization under pressure
Preferred skills
ITIL Foundation certification, POS/KDS environment experience, Android and iOS support, ServiceNow familiarity
Technologies
ServiceNow, POS systems, KDS systems, Remote tooling
Responsibilities
Diagnose and resolve complex issues involving multiple devices or system dependencies, Perform in-depth technical analysis including log review and configuration changes, Manage and prioritize escalated tickets by business impact and SLA, Identify recurring issues and perform root cause analysis, Mentor lower-tier support staff, Contribute to knowledge maturity and automation initiatives
Seniority
Mid-level, hands-on IC