Designation: Technical Support & Response Associate (GSOC Engineer)
Next Level Manager: Operations Manager Technical
Location of Position: Dubai UAE. The role may require occasional travel for installations and troubleshooting of equipment.
Purpose of Role: This vital frontline role sees applicants working as part of a team delivering risk management services to our clients across the globe. You will provide adaptive technical support to clients related to our integrated solutions from our 24/7 Global Security Operations Center (GSOC). Youll solve diverse technical challenges for clients operating in complex environments worldwide requiring a blend of technical aptitude creative problem-solving and excellent communication skills.
Contact and Cooperation: Internal teams across Sicuro Group companies and direct client engagement
Key Responsibilities:
1. Technical Problem Solving
- Troubleshoot hardware and software issues across our suite of tracking/telematics communication and software platforms
- Advise clients of tech
- Use analytical thinking to diagnose complex technical problems
- Leverage appropriate tools including AI to enhance efficiency and solution delivery
2. Client Support Excellence
- Deliver responsive and personalized technical support via multiple communication channels
- Understand clients operational contexts to provide relevant solutions
- Explain technical concepts clearly to non-technical clients
- Build strong client relationships through reliable support and follow-through
- Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs
3. System Management & Optimization
- Monitor and maintain various technical systems including GPS tracking communication platforms and security applications
- Configure and optimize systems based on client requirements
- Support data analysis and dashboard management
- Assist with system integrations and updates
- Troubleshooting and debugging code.
- Researching and designing new software systems websites programs and applications.
4. Emergency Response Support
- Monitor alert systems and respond according to established protocols
- Coordinate with relevant parties during critical situations ensuring intricate understanding of Sicuro SOPs
- Maintain calm and structured communication during high-pressure scenarios
- Document incidents thoroughly for analysis and improvement
5. Continuous Improvement
- Identify opportunities to improve internal support processes and develop automations by leveraging AI tools and other existing systems
- Contribute ideas for service improvement
- Stay current with emerging technologies relevant to our services
Qualifications :
Essential:
- Technical background or education in a relevant field (computer science computer engineering IT electronics telecommunications or similar)
- Proficiency with technology tools including comfort with learning new systems
- Proficiency using AI tools to enhance productivity and problem-solving
- Excellent communication skills with ability to explain technical concepts clearly
- Experience providing technical support in a customer-facing role
- Strong problem-solving abilities with a creative adaptable approach
- Ability to manage coordinate and prioritise multiple tasks in a fast-paced environment
- Adaptability to work in a 24/7 operational environment and perform calmly under pressure
- Self-motivated with ability to work independently and as part of a team often with little need for direct supervision
Preferred:
- Proficiency in one or more of the following programming or scripting languages: Python PHP JavaScript HTML/CSS R and C
- API integration experience
- Experience supporting clients in high pressure situations
- Knowledge of data analysis and visualization
- Background in emergency response or operations centre environments
Additional Information :
This role offers the opportunity to work with diverse technologies while developing creative solutions for clients operating in complex environments worldwide. The ideal candidate will be technically versatile customer-focused and able to think beyond conventional approaches to solve unique challenges.
Remote Work :
No
Employment Type :
Full-time
Key Skills Feed,Fund Management,Apache Tomcat,Database,Linux
Experience: years
Vacancy: 1