Cloud Support Analyst

1 week ago

Cape Town, South Africa Vista Group Full time

**Principal**Objectives**

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-active**Services**
- 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**:
**Person**specification**:
**Qualifications**and** 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,**Abilities**and** Personal Attributes**:

- Commitment to excellent client service;
- Can-do 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 problem-solving 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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