Support Specialist - Platform

Platform Support Specialists are responsible for providing 24/7/365 pro-active technical support and incident management services for Vista’s Cloud, SaaS, and managed service clients globally. 

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 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.

You'll need:

• Two years or more experience working in an 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 create value and builds trust through your contribution and your 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 though intelligent risks and prioritising 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

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

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:

• Hybrid working (home and office based split, requiring regular weekly attendance in the Auckland office)
• 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.