Support Specialist - Platform

Vista; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Vista is seeking a Level 1 Support Specialist in the Platform team to provide proactive technical support and incident management for global Cloud, SaaS, and managed service clients. The role may require after-hours work on a rotating basis, with coordination and compensation.

You will develop expertise, mentor others, and work with global Vista teams to resolve incidents, analyze logs, and configure platforms to meet client requests.

Qualifications

• Two years or more experience in IT support or services role.
• Experience with Azure, SaaS, VMS, Cloud (preferred).
• Microsoft AZ900, AZ104 (preferred).
• Strong knowledge of SQL Server and networking.
• Undergraduate degree in IT (preferred).

Responsibilities

• Identify and address incidents using proactive platform monitoring.
• Lead by example and assist with mentoring new staff.
• Respond to and resolve incidents for Cloud/VMS/SaaS.
• Collaborate with Vista teams globally to resolve incidents.
• Record all details of support calls in Vista's issues system.
• Be available on rotation for after-hours support.
• Travel domestically or internationally.

Skills

Team player

Effective communicator

Continuous improvement

Prioritisation

Customer-focused

Education

Undergraduate IT degree

Tools

Azure

SQL Server

Azure Monitor

Job description

As a Level 1 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. As you further develop, towards tier 2 level, we'd expect you to be a self-starter, infrequently needing to seek guidance or instruction. You'll take proactive measures to prevent software issues and consistently achieve business goals and metrics successfully, promptly, and accurately.

About The Role

Proactive Services:

• 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

Platform:

• 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...

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.

Requirements

You’ll need:

• Two 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)

Skills, Knowledge, Abilities and Personal Attributes:

• 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

Benefits

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. We have a range of benefits, a strong mentoring & career development focus and fun team events including the Vista Innovation Cup. 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.