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Support Specialist

7 months ago

Cape Town, South Africa Vista Entertainment Solutions Full time

**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