Cloud Support Analyst

2 weeks ago


Cape Town, Western Cape, South Africa Vista Group Full time

PrincipalObjectives**Working as part of a global team, the Cloud Support Analyst role is responsible for providing pro-active technical support and

incident management services for Vista's cloud and managed service customers globally.


As the Cloud Support team deliver 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.

Key Responsibilities:

Pro-activeServices**- Working with Vista's proactive platform monitoring technology to identify and address

  • 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;
  • Carrying a cell phone to answer urgent after hours support calls on a roster basis
  • Travel within New Zealand and to overseas customer sites from time to time;

Requirements:

Personspecification**:

Qualificationsand
experience:

  • Undergraduate degree in IT (preferred);
  • 2+ years' experience working in IT Support/Services type roles.
  • Strong knowledge of Vista Cinema's entire Product Suite
  • Experience working with Azure, SaaS, VMS, Cloud (preferred)
  • Strong knowledge of SQL Server;

Skills,Knowledge,
Abilitiesand
Personal Attributes:

  • Commitment to excellent client service;
  • Cando attitude and positive approach to developing Cloud Support;
  • Commitment to personal learning and professional development
  • Ability to develop and maintain positive working relationships with staff and customers;
  • Excellent written and verbal communication skills in English;
  • Fast learner with a high level of problemsolving ability;
  • A willingness to act on own initiative as well as being an effective team member;
  • Ability to work on several tasks and/or projects simultaneously, meeting deadlines with mínimal supervision;
  • Able to work effectively with people from a variety of backgrounds;
  • Friendly, positive personality and excellent interpersonal skills.

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