Customer Solution Support

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. 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, Outshine, Oreo, Dreyer's & Edy's, Skinny Cow, 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 have invested 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 Overview:

The Customer Solution Support is responsible for ensuring the efficient and secure operation of an organizations 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:

• Technical Support: Provide help desk support to end-users, resolving technical issues related to hardware, software, and network connectivity.
• Hardware Maintenance: Install, configure, and maintain computer hardware, including servers, desktops, laptops, printers, and peripherals. Perform hardware upgrades and replacements as needed.
• Software Management: Install, configure, and update operating systems and software applications. Ensure that all software is properly licensed and up to date.
• 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.
• Security: Implement and enforce IT security policies and procedures to protect data and systems from threats. Monitor for security breaches and respond to incidents.
• 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.
• User Training: Provide training and guidance to end-users on using IT systems and software effectively and securely.
• Vendor Management: Liaise with IT vendors and service providers to procure hardware, software, and IT services. Manage vendor relationships and contracts.
• Documentation: Maintain comprehensive documentation of IT systems, configurations, and procedures for reference and troubleshooting.
• Technology Planning: Assist in IT strategic planning, including recommending technology upgrades, improvements, and new solutions to support organizational goals.

Measurable Outcomes

• Response and Resolution Time:
• Ticket Closure Rate:
• Incident Reduction:
• 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

Adaptable - Adjust approach to match varied task requirements; Adjust behavior to others' styles; Change Priorities to meet changing demands; Adjust quickly to new responsibilities and tasks.

Communication - presents ideas optimally, actively listens and works across functional boundaries.

Teamwork/ Cooperation - effectively working within and outside the formal line of authority

Performance - Open to change and will always look for better, simpler, and more effective ways of operating.

Hands on approach. - Decisions and plans based on seeing and being part of the event, not solely based on report reading.

Zero compromise on Quality and excellence. - Hygiene, Process, Labor resource and Waste.

Entrepreneurial - challenges the status quo and explores new ideas and opportunities.

Continually striving to increase the knowledge of the processes and products - Understand all tasks, processes and activities as an expert in Ice cream.

Teamwork - Commitment and enthusiasm to working together to achieve better outcomes.

Accountability - Personal commitment, full participant who uses personal impact to build the business.

Consumer focused - Produce product to the agreed quality standards.

Know Your People - Spend time getting to know your people, their skills, interests, knowledge, etc.

Pay

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. This is a salary non-exempt position and the pay range for prospective employees in this role is between $27 - $37/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