Shift Engineer

Next Level Manager:  Operations Manager Technical

Location of Position: Dubai Office.  The role may require infrequent global travel.

Purpose of Role:  Provide 24/7 customer support via email skype and phone for all Sicuro related services. Capable of installing GPS tracking devices and provide both hardware and software training using a good command of the English language. Willing to be deployed outside of Dubai particularly Middle Eastern and African countries.
Contact and Cooperation:  Intelyse Sicuro Technology and all Sicuro Group companies

Key Responsibilities: 

1.    Ops room tasks and responsibilities
    Accomplishes all protocols related to deployed personnel and PM clients.
    Provides timely response/solutions to all customer concerns handled during shifts
    Actively spot and react to any issues concerning both hardware and software.
    Communicate effectively via email skype and phone (both internally & externally in English language).
    Conducts clear and concise shift handovers
    Generate required Ops reports such as:
    Shift Summary Reports
    Primary Monitoring reports
    Client issues and summary reports

2.    Ensure adherence to Ops protocols and instructions for events and situations such as:
    Critical client incidents/vehicle theft
    Platform and app issues and development requests
    Significant technical failure
    Safekeeping of suppliers portal password
    Deployment rules
    Leave policy

3.    Hardware Tools and Stock Inventory
    Proficient in operating vendors device features (GPS and Radios) and appropriate applications.
    Provides hardware support to clients with minimal supervision. 
    Performs device scripting including remote/OTA 

4.    Tracking platforms and IT Systems
    Has above average knowledge of SicuroTrackV2 SicuroFleet SicuroPeople and device software
    Conducts inhouse and remote training of the tracking platform (both with clients and Sicuro employees).
    Actively spot and react accordingly to any issues concerning the tracking platform.
    Knowledgeable in using suppliers provisioning portals and carry out OTA configurations and activation/deactivation/swapping devices and airtime.

5.    Deployments
    Install and commission all GPS tracking devices both personnel and vehicle trackers with high standards.
    Produce a daily report on what tasks have been accomplished during deployments.
    Exhibits professionalism time management and good communication skills.
    Travels to Gulf region Africa or elsewhere as required.

6.    Perform other related duties as required.
    Extends extra time to accomplish tasks as required.
    Takes the initiative to handle extra tasks needed to improve support processes.
    Relays information related to client concerns and Operation issues to the OCM or Opsmgt in a timely manner

7.    Responsible to be aware uptodate and adhere to all related controls and policies for ISO 27001 and GDPR.

Qualifications :

Essential
    Bachelors degree in Electronics and Communications Engineering preferably board certified
    Minimum 2 years work experience in the field of electronics telecoms or networks.
    Computer literacy including proficiency in Microsoft office; Strong verbal and written communication skills
    Customer service oriented
    Experience in providing technical support to clients by different means e.g. Team Viewer telephone and Skype chat
    Compose technical documents in Word/Excel/PDF create and maintain Excel worksheets and databases
    Quick to understand systems hardware and new devices
    Must maintain confidentiality and discretion in all aspects
    Honest and trustworthy
    Team player
    Good Interpersonal skills

Preferred 
    Bachelors Degree in Electronics and Communications Engineering preferably board certified
    Cisco or Microsoft related certifications
    CCNA/CCNP certified

Experience Preferred
    Working experience with a GPS tracking provider/vendor a Telecommunications company or IT companies
    Working experience in the Middle East and Africa 
    Cyber Security related experience
    Motorola MOTOTRBO DMR systems and configuration

Additional Information :

If you would like to really stand out as a candidate for interview please tell us your favorite colour in your application email or message.

Remote Work :

No

Employment Type :

Fulltime