Level 3 Support Specialist

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 normal business hours or on weekends. This could 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.

Proactive Services:

• 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 and act 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:

• You are a strong team player who creates value and builds trust through your contribution and 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 through intelligent risks and prioritizing 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:

• Salary: $80,000-$85,000
• 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.