Job Profile
The Application Support Analyst will provide Level 1 & 2 support for internal users across all Vista Global Offices. This role involves efficiently resolving service requests, troubleshooting system issues, and proposing solutions for production issues using ITIL Principles. The successful candidate will collaborate with IT Technicians, DevOps\SysOps, Software Developers, IT Infrastructure Specialists, product managers, and IT Management. They will also contribute to and enhance all support operational procedures and knowledge base articles while reporting to the Global Application Support Manager under the supervision of the Application Support Squad Lead.
About Comany
Vista Tech plays a vital role in the Vista group operations by delivering and accelerating comprehensive technology solutions across all brands. Vista’s end-to-end and click-to-flight solutions offer the industry's only comprehensive flight booking platform, seamlessly integrating global operations, and leveraging AI and machine learning to optimize pricing and fleet movement. Comprised of the Product Management, Engineering, and IT teams, Vista Tech’s mission is to enhance transparency and accessibility in private aviation through the development of the world's largest digital private aviation marketplace. In achieving this, Vista Tech always ensures the utmost safety and efficiency for FLIGHT CREW, EMPLOYEES and Members, while fostering a culture of innovation and excellence.
As part of our team, you will work under the guidance of the Senior Manager, AST Ops. Your role is instrumental in shaping our projects' technical direction and ensuring the adoption of best practices and modern technologies. This is a fully remote position with regular shift timings. Your focus will be on delivering exceptional customer service, resolving technical issues, and utilizing your knowledge of Vista Global's business processes to address incidents and propose effective problem workarounds
Your Responsibilities
ESSENTIAL FUNCTIONS include the following but are not limited to:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions
- Provide Level 1/2 technical support for Vista Global's IT Ticket system, including incident and problem management.
- Identify and document bugs based on tests run in test environments. Document investigations and solutions for future reference.
- Utilize remote support tools such as TeamViewer, WebEx, and Slack to communicate with users and gather evidence from their devices.
- Collaborate with other IT functions, including SysOps, Development, and Infrastructure teams, to ensure a successful outcome.
- Prioritize workload and urgency, using a good level of ITSM best practices.
- Participate in new application onboarding processes and signoffs to ensure smooth integration with existing IT systems.
- Identify any opportunity for automations and address it according to the internal procedures.
- Be available for on-call hours during late hours and weekends as needed and attend emergency calls during on-call.
- Be willing and available to travel for training and project coverage as required.
Required Skills, Qualifications, and Experience
- A strong track record of technical support experience, with a preference for those who have excelled in application support roles.
- ITIL Knowledge and Application: Proficiency in ITIL concepts and frameworks.
- Operating Systems and Database Management: Knowledge of Windows, Linux, macOS, SQL, and various database systems (e.g., Oracle, PL/SQL, SQL Server, MySQL).
- Web Technologies and Programming: Proficiency in web technologies (HTML) and programming languages (Java and Python).
- Testing Automation: Experience in testing automation using tools like Selenium.
- Problem-Solving and Analytical Skills: Quick problem-solving ability, including analyzing issues and implementing effective solutions.
- Effective Communication: Strong written and verbal communication skills for client and team interactions.
- Exceptional Customer Service: Focus on delivering outstanding customer service, even in challenging situations.
- Time Management and Prioritization: Efficiently manage multiple tasks and projects.
- Collaborative Team Player: Work effectively in a team environment, contributing to collective goals.
- Adaptability to Change: Quickly adapt to new technologies and evolving business requirements.
- Documentation Proficiency: Create clear and concise technical documentation for knowledge sharing.
- Incident and Problem Management Experience: Worked with incident and problem management systems like Jira and Confluence.
- Software Development Methodologies: Familiarity with Agile methodologies for effective collaboration with development teams.