Description
As a Support Specialist - Platform at Vista, you will be responsible for providing 24/7/365 proactive technical support and incident management services for the company's Cloud, SaaS, and managed service clients globally.
Key responsibilities include:
- Working with proactive platform monitoring technology to identify and address incidents
- Leading by example and assisting with mentoring/training new staff
- Responding to and resolving incidents logged for Cloud/SaaS/Managed Services
- Collaborating 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
- Utilising 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
- Being available on rotation with a cell phone for urgent after-hours support issues
- Travelling domestically or internationally as needed
In addition to these core responsibilities, you will also be expected to continuously build expertise in the platform and product, act as a subject matter expert for those product areas within Services, and contribute to support documentation, articles, and playbooks.
The ideal candidate will have two years or more of experience working in an IT support or services-type role, experience working with Azure, SaaS, VMS, Cloud, and strong knowledge of SQL Server and networking. A Microsoft AZ900, AZ104 certification is preferred, as is an undergraduate degree in IT.
In terms of personal attributes, you should be a strong team player who creates value and builds trust through your contribution and genuine care in doing your best for your team. You should be an effective communicator who builds trust through your open, honest, and constructive communication style, and someone who constantly improves the way we work and creates value by challenging the status quo.
Benefits of working at Vista include hybrid working arrangements, medical and life insurance, volunteer days, enhanced paid parental leave, and wellness benefits. There is also a strong focus on mentoring and career development, as well as fun team events like the Vista Innovation Cup.