Non SD - Ticket Lifecycle Management

This role involves providing Tier 1 and Tier 2 support, troubleshooting complex hardware and software issues, including client-specific, COTS, and Unisys applications, as well as voice communication, voicemail, network, printing, and remote access problems. The successful candidate will identify root causes, ensure timely solutions, and escalate complex issues. They will also communicate resolutions to users and support junior agents. A high school diploma or GED is required, along with 2-4 years of relevant experience, emphasizing problem-solving and analytical skills.

Must Have

• Provide Tier 1 and Tier 2 support
• Troubleshoot and resolve complex hardware/software issues
• Support client propriety, COTS, and Unisys applications
• Resolve issues with voice communications and voicemail systems
• Assist with network connectivity, printing, and remote access issues
• Identify root causes and ensure timely solutions
• Escalate complex problems to higher levels
• Communicate problem, resolution, and root cause to users
• Support L1 and L2 support agents
• Utilize problem solving and analytical skills
• High School Diploma or GED
• 2-4 years’ experience in area of responsibility

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
• Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
• Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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_

. US job seekers can find more information about Unisys’ EEO commitment here_

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