We are a specialized provider of technology-enabled risk management solutions, headquartered in Dubai, UAE.
Please do not apply unless you have the required qualifications and experience. We will respond to all qualified persons, but we are unable to respond to all the unqualified applicants due to the scale of speculative submissions.
Designation: Technical Support & Response Associate (GSOC)
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). You'll 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
o Troubleshoot hardware and software issues across our suite of tracking/telematics, communication, and software platforms
o Advise clients of tech
o Use analytical thinking to diagnose complex technical problems
o Leverage appropriate tools, including AI, to enhance efficiency and solution delivery
2. Client Support Excellence
o Deliver responsive and personalized technical support via multiple communication channels
o Understand clients' operational contexts to provide relevant solutions
o Explain technical concepts clearly to non-technical clients
o Build strong client relationships through reliable support and follow-through
o Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs
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3. System Management & Optimization
o Monitor and maintain various technical systems including GPS tracking, communication platforms, and security applications
o Configure and optimize systems based on client requirements
o Support data analysis and dashboard management
o Assist with system integrations and updates
o Troubleshooting and debugging code.
o Researching and designing new software systems, websites, programs, and applications.
4. Emergency Response Support
o Monitor alert systems and respond according to established protocols
o Coordinate with relevant parties during critical situations, ensuring intricate understanding of Sicuro SOPs
o Maintain calm and structured communication during high-pressure scenarios
o Document incidents thoroughly for analysis and improvement
5. Continuous Improvement
o Identify opportunities to improve internal support processes and develop automations by leveraging AI tools and other existing systems
o Contribute ideas for service improvement
o 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
Coding or scripting knowledge (Python, JavaScript, R Language, 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.
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Job Detail
Job Id
JD1824641
Industry
Not mentioned
Total Positions
1
Job Type:
Contract
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Dubai, DU, AE, United Arab Emirates
Education
Not mentioned
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Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.