Support Specialist - Platform

Vista Group•Los Angeles, CA

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. About Vista Vista is a world-leading company that makes software for the cinema industry. Started in Auckland, New Zealand, over 25 years ago, we now serve cinemas, film distributors, and moviegoers worldwide. Our HQ is in the City Works Depot in Auckland. We have offices and subsidiary companies in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We use the latest technologies and offer a fun, agile and collaborative environment. We continue to innovate and build our reputation as one of the best Kiwi tech companies to work for. If you enjoy a challenge and working in a dynamic and collaborative team, you’ll love working at Vista. We value inclusivity celebrate diversity and are committed 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. This commitment is reflected in all our employment policies and procedures.

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
You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.

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...