Support Specialist - Platform
About The Position
As a Level 3 Support Specialist in our Platform team, you will be responsible for providing pro-active technical support and incident management services for Vista’s Cloud, SaaS, and managed service clients globally. As the Platform Support team delivers round the clock service, 365 days a year, from around the globe, there may be a requirement to work outside of normal business hours, or on weekend days. This may on an occasional or ad-hoc basis or scheduled on an on-call or rotating-day basis. Any such after-hours work will be well coordinated and compensated for. At the tier 1 role level we'd expect to see that you are starting to practice some basic leadership capabilities and that you will often need to seek guidance or instruction. Please Note - you will be required to work weekends in this role.
Requirements
- 3 years or more experience working in IT support or services type role
- Strong knowledge of SQL Server and networking
Nice To Haves
- Experience working with Azure, SaaS, VMS, Cloud (preferred)
- Microsoft AZ900, AZ104 (preferred)
- Undergraduate degree in IT (preferred)
Responsibilities
- Work with proactive platform monitoring technology to identify and address incidents
- Lead by example and assist with mentoring/training new staff
- Responding to and resolving Incidents logged for Cloud/VMS/SaaS
- Working collaboratively with Vista teams globally to resolve incidents
- Reading and understanding program code to assist with problem solving
- Using SQL Server and SQL statements to assist with problem solving
- Using Azure and monitoring tools to assist with problem solving
- Reading and interpreting error logs
- Recording all details of support calls into Vista’s issues system
- Be available on rotation with a cell phone for urgent after-hours support issues
- Travel domestically or internationally
- Continuously building expertise in the platform and product and acting as a subject matter expert for those product areas within Services
- Escalated access/support/modifications/config for the platform that aren’t in the user interface or in tooling
- Becoming proficient in the use of tools for platform monitoring
- Work on platform monitoring technology and alerting to grow the maturity of the system
- Performing technical configuration to support client requests or project work
- Contributes to support documentation, articles, playbooks, etc...
Benefits
- supported to continually learn and improve your tech skills
- share knowledge and ideas in the team
- part of a dynamic and open culture
- a range of benefits
- a strong mentoring & career development focus
- fun team events including the Vista Innovation Cup
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
