Cloud Support Analyst

Working as part of a global team, the Cloud Support Analyst role is responsible for providing pro-active technical support and incident management services for Vista’s cloud and managed service customers globally.

As the Cloud Support team deliver 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.

Key Responsibilities

Pro-active Services :

• Working with Vista’s 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
• Carrying a cell phone to answer urgent after hours support calls on a roster basis
• Travel within South Africa and to overseas customer sites from time to time

Platform Support :

• Continuously building expertise in Vista Platform and Product and acting as an SME for those product areas within Services
• Escalated access / support / modifications / config for Cloud platform that aren’t in the UI or in tooling
• Becoming proficient in the use of tools for Platform monitoring
• Working on Vista’s Platform monitoring technology and alerting to grow the maturity of the system
• Performing technical configuration to support customer requests or project work
• Contributes to Cloud support documentation, KB articles, playbooks etc...

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.

We have offices and subsidiary companies in Auckland, 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 New Zealand tech companies to work for.

Requirements

Qualifications and Experience :

• 2+ years' experience working in IT Support / Services type roles
• Strong knowledge of Vista Cinema’s entire Product Suite
• Experience working with Azure, SaaS, VMS, Cloud (preferred)
• Microsoft AZ900, AZ104 (preferred)
• Strong knowledge of SQL Server and Networking

Skills, Knowledge, Abilities and Personal Attributes :

• Commitment to excellent client service
• Can-do attitude and positive approach to developing Cloud Support
• Commitment to personal learning and professional development
• Ability to develop and maintain positive working relationships with staff and customers
• Excellent written and verbal communication skills in English
• Fast learner with a high level of problem-solving ability
• A willingness to act on own initiative as well as being an effective team member
• Ability to work on several tasks and / or projects simultaneously, meeting deadlines with minimal supervision
• Able to work effectively with people from a variety of backgrounds
• Friendly, positive personality and excellent interpersonal skills