Technical Support & Response Associate (GSOC Engineer)

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