Technology Support Representative II

SmartRecruiters, Inc.; Ann Arbor Charter Township (MI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid holidays

Medical benefits

Mental health support

Childcare discounts

Wellness programs

Fertility benefits

Adoption assistance

401k match

Stock discount

Company bonus

Job summary

Domino’s Pizza is seeking a Technology Support Rep II at the Ann Arbor, MI headquarters to deliver live Level 1 support for In-Store Operators. You will diagnose and resolve routine software/hardware issues, and maintain thorough documentation of troubleshooting steps.

During the first 2–4 weeks you’ll train on a Monday–Friday schedule (9:00–18:00 EST). After training, on-site shifts may include nights and weekends; ServiceNow experience is a plus.

Qualifications

• High school diploma required; bachelor’s degree preferred.
• Ability to work nights and weekends.
• Help Desk experience and remote support experience preferred.
• Familiarity with basic networking troubleshooting.
• Strong detail oriented, written and verbal communication skills.
• Typing proficiency and meticulous note-taking during troubleshooting.
• Strong interpersonal and empathetic communication across varying levels of technical skill.
• Good problem-solving and investigative abilities.
• Ability to multitask, plan, organize and prioritize own activities.
• Persistent, team-oriented work ethic.

Responsibilities

• Provide live Level 1 support for Domino’s In-Store Operators.
• Diagnose and resolve routine software, hardware and peripheral issues.
• Follow up to ensure calls are resolved and closed promptly.
• Maintain thorough documentation of reported issues and troubleshooting steps.
• Participate in ongoing training as new technology is implemented.
• Work on-site at Domino’s World Resource Center in Ann Arbor, MI.

Skills

Detail oriented

Written and verbal communication

Multitasking

Problem solving

Team player

Empathy

Typing proficiency

On-call experience

Customer service

Interpersonal skills

SQL experience

ServiceNow

Education

High school diploma

Bachelor’s degree preferred

Tools

ServiceNow

SQL

Job description

Company Description

Domino’s Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately:we’rea reshaped, reenergized brand of honesty,transparencyand accountability – not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream’ to local business owners, 90% of which started as delivery drivers and pizza makers in our stores.That’sjust thetip of the iceberg…or as we mightsay,one “slice” of the pie! If this sounds like abrandyou’dlike to be a part of, consider joining our team!

Job Description

The Technology Support Rep II will belocatedat the Domino's headquarters in Ann Arbor, MI, providing effective, live Level 1 support for Domino’s In-Store Operators. The Help Desk Representative remotely diagnoses and resolves routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.) They follow up with our customers to ensure calls are resolved and closed promptly.

Other aspects of the role include:

Keeping thorough documentation of reported issues and steps taken in troubleshooting.

Ongoing training asnew technologyis implemented throughout the Domino’s brand

Workinginour beautiful World Resource Center in Ann Arbor, Michigan.

The first 2-4 weeks of the role will be training and M-F, 9am-6pm EST. Following training, must be open to working nights and weekends! Typical shifts include: 8am-5pm, 9am-6pm, 10am-7pm,12am-9pm, 3pm-12am, 5pm-2am, 12am-9am

All day shifts will be on site 4 days per week if working Monday-Thursday. If starting at or after 3pm on site is notrequired.

Qualifications

What you need to have:

High school diplomarequired- Bachelor’s degree preferred

Abilityto work nights and weekends isa must!

Help Desk Experience and remote support experience preferred

Familiarity with basic networking troubleshooting

Strong detail oriented, communication skills both written and verbal

Typingproficiency, ability to keep up to date and thorough notes while actively troubleshooting an issue.

Strong interpersonal skills, soft skills such asempathyand the ability to speak to folks of widely varying levels of technological skill and knowledge.

Great problem-solving/investigative skills

Ability to multitask

Ability to independently plan, organize and prioritize one’s own activities

Persistent work ethic with a positive, team player mentality

What makes you stand out:

Experience using a Ticketing Management applications (ServiceNow)

2+ Years of Help Desk Experience

SQL Experience (Reading and executing existing queries)

Ability to work on call in a rotation with multiple other technicians

Additional Information

Benefits:

• Paid Holidays and Vacation
• Medical, Dental & Vision benefits that start on the first day of employment
• No-cost mental health support for employee and dependents
• Childcare tuition discounts
• No-cost fitness, nutrition, and wellness programs
• Fertility benefits
• Adoption assistance
• 401k matching contributions
• 15% off the purchase price of stock
• Company bonus