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
- Experience working with Azure, SaaS, VMS, Cloud (preferred)
- Microsoft AZ900, AZ104 (preferred)
- Strong knowledge of SQL Server and networking
- Undergraduate degree in IT (preferred)
- You are a strong team player who create value and builds trust through your contribution and your genuine care in doing your best for your team.
- You are an effective communicator who builds trust through your open, honest and constructive communication style.
- You constantly improve the way we work and create value by challenging the status quo.
- You take action and create value though intelligent risks and prioritising what’s most important for Vista Group
- You create value by believing in the magic of cinema and seeking to understand the bigger picture of the wider business and industry, to better contribute towards the success of Vista Group
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
- SALARY - $80,000-$85,000
- Supported to continually learn and improve your tech skills
- Share knowledge and ideas in the team
- Part of a dynamic and open culture
- Range of benefits
- Strong mentoring & career development focus
- Fun team events including the Vista Innovation Cup
- Inclusivity
- Celebrate diversity
- Commitment to offering equal opportunity to our staff and candidates — regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
