Technology Support Representative II

About the position

The Technology Support Rep II will be located at 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 as new technology is implemented throughout the Domino’s brand Working in our 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 not required.

Responsibilities

  • Providing effective, live Level 1 support for Domino’s In-Store Operators.
  • Remotely diagnosing and resolving routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.).
  • Following up with customers to ensure calls are resolved and closed promptly.
  • Keeping thorough documentation of reported issues and steps taken in troubleshooting.
  • Ongoing training as new technology is implemented throughout the Domino’s brand.

Requirements

  • High school diploma required
  • Ability to work nights and weekends is a must!
  • Help Desk Experience and remote support experience preferred
  • Familiarity with basic networking troubleshooting
  • Strong detail oriented, communication skills both written and verbal
  • Typing proficiency, ability to keep up to date and thorough notes while actively troubleshooting an issue.
  • Strong interpersonal skills, soft skills such as empathy and 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

Nice-to-haves

  • Bachelor’s degree preferred
  • 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

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
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