Technical Support Specialist_ Associate (GSOC)

Role Overview

Technical Support Specialist_ Associate (GSOC) at Sicuro Group, headquartered in Dubai, UAE. The role may require occasional travel for installations and troubleshooting of equipment.

Company Overview

Sicuro Group is a specialized provider of technology-enabled risk management solutions.

Role Purpose

Provide adaptive technical support to clients related to integrated risk management solutions from the 24/7 Global Security Operations Center (GSOC). You will solve diverse technical challenges for clients operating in complex environments worldwide, working as part of a frontline team delivering risk management services across the globe.

Key Responsibilities

Technical Problem Solving

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

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 our 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.
• Experience supporting clients in high pressure situations (preferred).
• Background in emergency response or operations centre environments (preferred).

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 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.
• Proficiency in one or more of the following programming or scripting languages: Python, PHP, JavaScript, HTML/CSS, R, and C++ (preferred).
• API integration experience (preferred).
• Knowledge of data analysis and visualization (preferred).

Additional Information

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