Description
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.
This role requires working outside of normal business hours, or on weekend days, which may be 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.
You will 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, and being available on rotation with a cell phone for urgent after-hours support issues.
You will continuously build expertise in the platform and product and act 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, and contributes to support documentation, articles, playbooks, etc...
You'll need 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, and 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, an effective communicator who builds trust through your open, honest and constructive communication style, constantly improve the way we work and create value by challenging the status quo, take action and create value though intelligent risks and prioritising what's most important for Vista Group, and 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.