Technical Support Response Associate GSOC

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). Youll solve diverse technical challenges for clients operating in complex environments worldwide requiring a blend of technical aptitude creative problemsolving 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 nontechnical clients
o    Build strong client relationships through reliable support and followthrough
o    Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs
o    
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 highpressure 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 problemsolving
    Excellent communication skills with ability to explain technical concepts clearly
    Experience providing technical support in a customerfacing role
    Strong problemsolving abilities with a creative adaptable approach
    Ability to manage coordinate and prioritise multiple tasks in a fastpaced environment
    Adaptability to work in a 24/7 operational environment and perform calmly under pressure 
    Selfmotivated 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 customerfocused and able to think beyond conventional approaches to solve unique challenges.

Remote Work :

No

Employment Type :

Fulltime