Support Specialist - Platform

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.

As the Platform Support team delivers round the clock service, 365 days a year, from around the globe, there may be a requirement to work outside of normal business hours, or on weekend days. This may 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.

Please Note - you will be required to work weekends in this role.

About the role

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
• Travel domestically or internationally

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...

About Vista

Vista is a world-leading company that makes software for the cinema industry. Started in Auckland, New Zealand, over 25 years ago, we now serve cinemas, film distributors, and moviegoers worldwide.

Our HQ is in the City Works Depot in Auckland. We have offices and subsidiary companies in Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. We use the latest technologies and offer a fun, agile and collaborative environment. We continue to innovate and build our reputation as one of the best Kiwi tech companies to work for.