Support Specialist

As part of a global team, this Support Specialist, Platform role focuses on providing pro-active 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, so there may be a requirement to work outside of normal business hours, or on weekend days. This may be on an occasional or ad-hoc basis or, scheduled on an on-call or rotating-day basis and any such after-hours work will be well coordinated and compensated for.

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/SaaS/Managed Services
• 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 you

• At least 2 years' experience working in complex software support services type roles
• Experience working with Azure, SaaS, VMS, Cloud (preferred)
• Microsoft AZ900, AZ104 (preferred)
• Strong knowledge of SQL Server and networking
• Previous exposure to cloud / platform observability monitoring technologies / tools would be beneficial
• A strong team player who creates value and builds trust
• An effective communicator with an open, honest and constructive communication style

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.

Shared Standards

Our Shared Standards act as a compass for how we work together and reflect the behaviours we value at Vista Group. The way in which each member of our crew embodies these Shared Standards is an indicator for performance and success, as it aligns with our vision and strategy.

One Crew

We're a diverse team, in different places and functions, and we're at our best when we connect, help and collaborate.

Shine a Light

We communicate openly, we explain the why, and we ask when we don't understand. We don't leave people in the dark.

Make it Happen

We make good things happen as people and as teams through our focus on delivery.

Chase Great

We challenge ourselves and each other to keep improving.

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 that include:

• Outstanding flexibility to support a healthy work-life balance
• Hybrid working (home and office based split)
• Medical and Life insurance
• Volunteer day, enhanced paid parental leave and wellness benefits
• Strong mentoring & career development focus
• Fun team events including the Vista Innovation Cup

If you enjoy a challenge and working in a dynamic and collaborative team, you'll love working at Vista.

We value inclusivity celebrate diversity and are committed to offering equal opportunity to our staff and candidates — regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion. This commitment is reflected in all our employment policies and procedures.