Dutch Speaking L1 IT Support Specialist

Responsibilities

• ▹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
• ▹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

Requirements

• ▹Minimum 1 year of experience in a service desk role or other similar technical role
• ▹Language proficiency in English and Dutch (advanced/close to native) level or equivalent is a must
• ▹Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server), and network environments
• ▹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

Nice to have

• ▹Understanding of the QSR (quick service restaurant) environment and POS/KDS systems
• ▹ITIL Foundations Certification
• ▹Microsoft Desktop Administration certification
• ▹Analytical and diagnostic skill

Soft skills

What 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 for all Unisys associates after 6 months of tenure
• ▹Home office allowance
• ▹A great team, plus a lot of learning and training opportunities

About the company

Unisys' Customer Service Team offers real customer and employee diversity, an ethical company culture, internal career development programs across a wide range of technologies, and unlimited access to online training tools for both soft and technical skills.