Hybrid Customer Solution Support at Dreyer’s Grand Ice Cream

At Dreyer’s Grand Ice Cream, we are excited to start a new chapter of accelerated growth as part of Froneri, a global pure-play ice cream leader. Come help us transform DGIC into the #1 ice cream brand! With nearly 100 years of winning experience in the U.S, a robust portfolio of powerhouse brands that consumers know and love such as Häagen-Dazs, Drumstick, Dreyer’s & Edy’s, and the backing and coaching of European-based ice cream experts, we know we have the winning recipe.

Headquartered in Walnut Creek, the Bay Area’s hub for up and coming food trends, our teams across our offices and factories are raising the bar on all things ice cream. We are investing in significant capital expansions to grow our Operations and Supply Chain and are transforming how we work at every level to become agile, accelerate growth and elevate our quality. With a renewed focus on frozen treats, our tight-knit team of ambitious innovators are fully immersed in the business and encouraged to flex and make decisions quickly. We are committed to pursuing every great idea and delivering the best ice cream experience for our consumers, when and where they want it. Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career we have in store for you.

Job Purpose Statement: 

Customer Solution Support is responsible for ensuring the efficient and secure operation of an organization's IT infrastructure. They provide technical support to end-users, maintain hardware and software systems, troubleshoot IT issues, and implement technology solutions to enhance productivity and security.

Role and Activity:  

1. Technical Support: Provide help desk support to end-users, resolving technical issues related to hardware, software, and network connectivity.
2. Hardware Maintenance: Install, configure, and maintain computer hardware, including servers, desktops, laptops, printers, and peripherals. Perform hardware upgrades and replacements as needed.
3. Software Management: Install, configure, and update operating systems and software applications. Ensure that all software is properly licensed and up to date.
4. Network Management: Set up and maintain computer networks, including LANs (Local Area Networks) and WANs (Wide Area Networks). Monitor network performance, troubleshoot connectivity issues, and ensure network security.
5. Security: Implement and enforce IT security policies and procedures to protect data and systems from threats. Monitor for security breaches and respond to incidents.
6. Data Backup and Recovery: Develop and implement data backup and recovery strategies to ensure data integrity and availability in case of system failures or disasters.
7. User Training: Provide training and guidance to end-users on using IT systems and software effectively and securely.
8. Vendor Management: Liaise with IT vendors and service providers to procure hardware, software, and IT services. Manage vendor relationships and contracts.
9. Documentation: Maintain comprehensive documentation of IT systems, configurations, and procedures for reference and troubleshooting.
10. Technology Planning: Assist in IT strategic planning, including recommending technology upgrades, improvements, and new solutions to support organizational goals.
11. Represent The Froneri Way of working through the behaviors and characteristics in our Operating Model and Core Values 

Measurable Outcomes

1. Response and Resolution Time:
2. Ticket Closure Rate:
3. Incident Reduction:
4. System Uptime:

Qualifications:

• A degree in Computer Science, Information Technology (IT), Information Systems, Software Engineering, or related fields is highly preferred
• Problem-solving: Ability to troubleshoot and resolve IT issues.
• Cybersecurity Awareness: Understanding security protocols, encryption, and threat mitigation.
• Attention to detail, analytical thinking, and the ability to work under pressure are important.
• Ability to work both independently and as part of a team.

BEHAVIORS AND CORE VALUES:  

We Take Ownership 

• Stay committed to responsibilities from start to finish 

• Make sound decisions and get into the right level of detail 

• Apply resources to initiatives that add growth, improve efficiencies, or reduce waste 

We Do What Is Right 

• Choose transparency over convenience, even if it means difficult conversations 

• Set clear roles and responsibilities, enabling everyone to exercise appropriate initiative and judgment 

• Speak up when you see something that does not align to our values and policies 

We Seek to Improve 

• Strive to continuously improve and innovate to exceed expectations 

• Value feedback from others and encourage open dialogue to understand how we can improve  

• Learn from both successes and failures  

We Are Better Together 

• Ensure decisions are based on what’s best for the whole business  

• Practice inclusion by seeking diverse perspectives 

• Treat everyone with fairness and respect 

The pay scale for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Dreyer’s Grand Ice Cream, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The pay range for prospective employees in this role is between $25 - $35/hour.

 Dreyer’s Grand Ice Cream Inc. provides equal employment opportunities for all applicants, regardless of race, religion, gender, national origin, age, disability, marital status, veteran status, or any other protected characteristic