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.

Responsibilities

Providing 24/7/365 pro-active technical support and incident management services for Vista's Cloud, SaaS, and managed service clients globally; Working with proactive platform monitoring technology to identify and address incidents; Leading by example and assisting 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; Being available on rotation with a cell phone for urgent after-hours support issues; Traveling domestically or internationally; Continuously building expertise in the platform and product and acting as subject matter expert for those product areas within Services; Handling 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; Working on platform monitoring technology and alerting to grow the maturity of the system; Performing technical configuration to support client requests or project work; Contributing to support documentation, articles, playbooks, etc.

Requirements

Two years or more experience working in an IT support or services type role; Strong knowledge of SQL Server and networking; Weekend work required

Nice to have

Experience working with Azure, SaaS, VMS, Cloud; Microsoft AZ900, AZ104 certifications; Undergraduate degree in IT

Benefits

Support to continually learn and improve tech skills; Opportunity to share knowledge and ideas in the team; 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; Wellness benefits; Strong mentoring and career development focus; Fun team events including the Vista Innovation Cup