Support Specialist

6 months ago

Cape Town, South Africa Vista Group International Limited Full time

Description
Principal Objectives

Working as part of a global team, the Support Specialist, Platform role is responsible for providing pro-active technical support and incident management services for Vista’s Cloud, SaaS, and managed service clients globally.

As the Platform Support team delivers 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**:
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/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
- Be available on rotation with a cell phone for urgent after-hours support issues
- Travel domestically or internationally

Platform
- 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.

**Role Levels**:
**Level I**:
Practicing leadership capabilities
Often seeks guidance or instruction

Level II (Everything from I plus)

Typically, two years of experience or more with Vista Group software
Creates joyous experiences and great outcomes for clients
A self-starter, infrequently seeks guidance or instruction
Proficient on most products and at least one advanced product
Takes proactive measures to prevent software issues
Consistently achieves OKRs successfully, promptly, and accurately

Senior (Everything from II plus)

Typically, three years of experience or more with Vista Group software
Expert on core products and at least one advanced product
Consistently embodies leadership capabilities
Escalation point within the team
Provide coaching, mentorship, training, and guidance to the team
Help facilitate work items
Overachieves OKRs
**Requirements**:
Qualification and experience prerequisites

Undergraduate degree in IT (preferred)
Two years or more experience working in IT support or services type role
Strong knowledge of Vista Group software
Experience working with Azure, SaaS, VMS, Cloud (preferred)
Microsoft AZ900, AZ104 (preferred)
Strong knowledge of SQL Server and networking

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

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