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.
This role requires working outside of normal business hours, or on weekend days, 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.
Key responsibilities include:
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
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...
If you enjoy a challenge and working in a dynamic and collaborative team, you'll love working at Vista.