Description
As a Level 3 Support Specialist in our Platform team, you will be responsible for providing proactive technical support and incident management services for Vista's Cloud, SaaS, and managed service clients globally.
The Platform Support team delivers round-the-clock service, 365 days a year, from around the globe, which may require you to work outside of normal business hours or on weekend days.
Responsibilities:
- Work with proactive platform monitoring technology to identify and address incidents
- Lead by example and assist with mentoring/training new staff
- Respond to and resolve incidents logged for Cloud/VMS/SaaS
- Collaborate with Vista teams globally to resolve incidents
- Read and understand program code to assist with problem-solving
- Use SQL Server and SQL statements to assist with problem-solving
- Utilize Azure and monitoring tools to assist with problem-solving
- Read and interpret error logs
- Record 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 build expertise in the platform and product, acting as a subject matter expert for those product areas within Services
- Provide escalated access/support/modifications/config for the platform that aren't in the user interface or in tooling
- Become proficient in using tools for platform monitoring
- Work on platform monitoring technology and alerting to grow the maturity of the system
- Perform technical configuration to support client requests or project work
- Contribute to support documentation, articles, playbooks, etc.
Requirements:
- 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
- Undergraduate degree in IT (preferred)
Skills, Knowledge, Abilities, and Personal Attributes:
- Strong team player who creates value and builds trust through contribution and genuine care
- Effective communicator who builds trust through open, honest, and constructive communication style
- Constantly improves the way we work and creates value by challenging the status quo
- Takes action and creates value through intelligent risks and prioritizing what's most important for Vista Group
- Creates value by believing in the magic of cinema and seeking to understand the bigger picture of the wider business and industry
Benefits:
- Salary: $80,000-$85,000
- Opportunities for continual learning and improvement of tech skills
- Dynamic and open culture
- Mentoring and career development focus
- Fun team events, including the Vista Innovation Cup