Technical Support & Response Associate (GSOC Engineer)

Role Overview

Technical Support & Response Associate (GSOC Engineer) with Sicuro Group, headquartered in Dubai, UAE. The position is located in Dubai and may require occasional travel for installations and troubleshooting of equipment.

Company Overview

Sicuro Group is a specialized provider of technology-enabled risk management solutions, headquartered in Dubai, UAE.

Role Purpose

Provide adaptive technical support to clients related to integrated solutions from the 24/7 Global Security Operations Center (GSOC). Deliver frontline risk management services to clients across the globe by solving diverse technical challenges in complex environments worldwide through a blend of technical aptitude, creative problem-solving, and excellent communication skills.

Key Responsibilities

Technical Problem Solving

• Troubleshoot hardware and software issues across the suite of tracking, telematics, communication, and software platforms.
• Advise clients on technical matters.
• Use analytical thinking to diagnose complex technical problems.
• Leverage appropriate tools, including AI, to enhance efficiency and solution delivery.

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.
• Support planning and managing journey management tasks around the world for corporate customers as per established SOPs.

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.
• Troubleshoot and debug code.
• Research and design new software systems, websites, programs, and applications.

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.

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 the services.

Qualifications & Experience

• Technical background or education in a relevant field: computer science, computer engineering, IT, electronics, telecommunications, or similar.
• Experience providing technical support in a customer-facing role.

Skills & Competencies

• 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.
• Strong problem-solving abilities with a creative, adaptable approach.
• Ability to manage, coordinate, and prioritize 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.
• Proficiency in one or more programming or scripting languages: Python, PHP, JavaScript, HTML/CSS, R, and C++ (preferred).
• API integration experience (preferred).
• Experience supporting clients in high-pressure situations (preferred).
• Knowledge of data analysis and visualization (preferred).
• Background in emergency response or operations centre environments (preferred).

Additional Information

• Reports to: Operations Manager, Technical.
• Internal teams across Sicuro Group companies and direct client engagement.
• Role operates within a 24/7 Global Security Operations Center environment.