Support Specialist - Platform

Role Overview

As a Platform Support Specialist, you will offer around-the-clock proactive technical assistance and incident management for Vista's Cloud, SaaS, and managed service clientele worldwide.

Key Duties and Responsibilities

• Utilize proactive platform monitoring tools to detect and resolve issues swiftly.
• Lead by example and help mentor and train new team members.
• Manage and resolve incidents reported within Cloud, SaaS, and Managed Services environments.
• Collaborate across Vista's global teams to address and resolve technical incidents.
• Analyze and interpret program code to aid troubleshooting efforts.
• Employ SQL Server and relevant SQL queries for problem diagnosis.
• Use Azure platforms and monitoring utilities for effective problem resolution.
• Inspect and interpret system error logs.
• Document all support interactions comprehensively within Vista's issue management system.
• Participate in an on-call rotation with mobile phone availability for urgent after-hours support.
• Be prepared for domestic and international travel as needed.

Platform Expertise

• Develop deep knowledge of Vista's platform and products acting as a subject matter expert within the Services team.
• Handle escalated system access, support, configuration changes not available via standard user interfaces.
• Gain proficiency with platform monitoring and alerting tools to enhance system maturity.
• Execute technical configurations to fulfill client requests or project requirements.
• Contribute to the creation and maintenance of support documentation, knowledge articles, and operational playbooks.

About Vista

Vista is a globally acknowledged software provider to the cinema industry, originating in Auckland over 25 years ago. Serving cinemas, distributors, and audiences internationally, Vista is headquartered in Auckland’s City Works Depot with offices worldwide including Sydney, Los Angeles, London, Amsterdam, Cape Town, Shanghai, Mexico City, and Kuala Lumpur. Vista fosters an innovative, collaborative, and enjoyable work environment utilizing modern technology.

Candidate Requirements

• A minimum of two years’ experience in IT support or service roles.
• Practical experience with Azure, SaaS, Video Management Systems (VMS), and Cloud environments is preferred.
• Certifications such as Microsoft AZ-900 and AZ-104 are advantageous.
• Strong expertise in SQL Server database management and networking fundamentals.
• A bachelor's degree in Information Technology or related discipline is preferred.

Desired Personal Qualities

• Collaborative team player who builds trust and adds value through commitment and authenticity.
• Effective and transparent communicator fostering trust with honesty and constructive dialogue.
• Proactive in seeking improvements and challenging existing processes to add value.
• Able to prioritize well and take calculated risks beneficial to Vista Group.
• Passionate about cinema and eager to understand the broader industry context to better contribute to the company’s success.

Additional Information

Weekend work is a requirement for this position.

Employee Benefits

• Opportunity for ongoing professional development and skills enhancement in technology.
• Collaborative culture promoting knowledge sharing and innovation.
• Hybrid working arrangements with a combination of home and office work, requiring regular attendance at the Auckland office.
• Medical and life insurance coverage.
• Volunteer days, enhanced paid parental leave, and wellness programs.
• Emphasis on mentoring and career growth.
• Engaging team events, including the Vista Innovation Cup.

Equal Opportunity Commitment

Vista champions diversity and inclusion, providing equal employment opportunities regardless of gender, age, ethnicity, disability, sexual orientation, religion, or political views, reflected across all company policies and procedures.