Position Title:

Technical Support Coordinator

Responsible To:

Tech Support Team Leader

Responsible For:

N/A

Position Status:

Permanent Full Time

Position Purpose:

This position exists to:

Support the Clients and Customers of TicketDirect through an advanced undersatnding of the Ticket Sales Systems/ Processes and the provision of well maintianed and functioning IT resources.

Functional Relationships:

External

Internal

External Committees and Groups

·         Ticket Purchasing Customers

·         Client Venues/Outlets

·         Event Promoters/Owners

·         All Employees

·         N/A

What I am supposed to do

Success looks like….

3.     System Administration

·         Servers configured with appropriate shares and permissions to maintain defined access levels and secure storage of data.

·         Administer access levels to Castellan and associated databases

·         Email and Internet usage maintained and controlled.

·         Maintain Database availability, monitor performance and rectify any degradation.

·         Write ad-hoc SQL queries to provide staff with information when required

·         Ensure Archiving and restoring systems are maintained with regular back-ups taken and stored securely.

·         Maintain data integrity, including checking and repairing/completing changes for manual refunds, corrections to erred transactions.

·         Monitor and maintain database updaters to ensure continuous operation.

·         Create New and/or edit databases and seating maps to ensure Venue or outlet systems (Castellan and TDX) are up to date and accurate for use.

·         Update Kiosks with relevant event information.

·         Users have access to correct applications and data when they log on enabling access to all data required for their job while sensitive areas remain private.

·         Positive results of tasks

·         All data and systems appropriately backed up and responsibly stored.

·         Timely data recovery following a data loss event

·         Reports are available to provide staff with information they require on a regular basis and in a timely manner.

·         Internal teams are able to complete their tasks through the provision of accurate and functional databases.

·         Updates in one database are replicated to all relevant applications in a timeframe enabling continuous ticket sales and accurate data for reporting.

·         All venues and outlets can access the information they require for daily operations within agreed timeframes.

·         Kiosks display and accurately process ticket sales for designated events.

4.     Key Corporate Responsibilities

·         Actively participates in and complies with all Health & Safety initiatives and requirements.

·         Uses Code of Conduct, Corporate policies, Procedures, processes, Systems and Business Conventions when undertaking roles

·         Adheres to company policies

·         Actively participates in and complies with all Health & Safety initiatives and requirements.

·         Uses Code of Conduct, Corporate policies, Procedures, processes, Systems and Business Conventions when undertaking roles

·         Adheres to company policies

Person Specifications:

Qualifications

Essential:

Desirable:

·         Current Drivers Licence

·         Tertiary degree in Information Technology

Knowledge and Experience

Essential:

Desirable:

·         2 years previous experience in a similar role.

·         Understanding of and experience using SQL

·         Effective communication skills

·         Proven experience in trouble shooting, solving hardware and software problems

·         Experience with Microsoft Exchange, Office 365 and CRM Dynamics.

·         Experience using windows Azure.

·         Knowledge of Telephony and Telecommunications technology

Key Behaviours

Job Specific Competencies required for this role: 

·          Concern for Quality:  A person who is fully effective will implement standards for quality within their area of responsibility, ensure we operate in an ethical manner, incorporate quality measures into the performance of tasks and will identify further enhancements to quality measures. Their actions will ensure that attention is given to detail and concern is shown with delivering a high quality, right first time, service.

·          Planning and Organizing:  A person who is fully effective plans and organises to be able to implement components of action plans for the activity area.  They will prioritise time to meet agreed deadlines and will factor in operational constraints.

·          Systems & Administration Efficiency:  A person who is fully effective uses systems and resources appropriately, understands the need for attention to detail and can prioritise workload.  They can identify and escalate ways of doing things more efficiently and effectively.

·          Decision Making:  A person who is fully effective identifies issues relevant to achieving the Business Plan and makes recommendations or decisions in a timely manner based on the information and logic available to them in line with organisational values.  They take or recommend the best course of action within their delegated level of authority.