Technical Support & Response Associate (GSOC Engineer)

Company DescriptionWe are a specialized provider of technology-enabled risk management solutions, headquartered in Dubai, UAE.Please do not apply unless you have the required qualifications and experience. We will respond to all qualified persons, but we are unable to respond to all the unqualified applicants due to the scale of speculative submissions.Job DescriptionDesignation: Technical Support & Response Associate (GSOC Engineer)Next Level Manager: Operations Manager, TechnicalLocation 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). You'll 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 engagementKey Responsibilities1. Technical Problem SolvingTroubleshoot hardware and software issues across our suite of tracking/telematics, communication, and software platformsAdvise clients of techUse analytical thinking to diagnose complex technical problemsLeverage appropriate tools, including AI, to enhance efficiency and solution delivery2. Client Support ExcellenceDeliver responsive and personalized technical support via multiple communication channelsUnderstand clients' operational contexts to provide relevant solutionsExplain technical concepts clearly to non-technical clientsBuild strong client relationships through reliable support and follow-throughSupporting planning and managing journey management tasks around the world for corporate customers as per established SOPs3. System Management & OptimizationMonitor and maintain various technical systems including GPS tracking, communication platforms, and security applicationsConfigure and optimize systems based on client requirementsSupport data analysis and dashboard managementAssist with system integrations and updatesTroubleshooting and debugging code.Researching and designing new software systems, websites, programs, and applications.4. Emergency Response SupportMonitor alert systems and respond according to established protocolsCoordinate with relevant parties during critical situations, ensuring intricate understanding of Sicuro SOPsMaintain calm and structured communication during high-pressure scenariosDocument incidents thoroughly for analysis and improvement5. Continuous ImprovementIdentify opportunities to improve internal support processes and develop automations by leveraging AI tools and other existing systemsContribute ideas for service improvementStay current with emerging technologies relevant to our servicesQualificationsEssentialTechnical 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 systemsProficiency using AI tools to enhance productivity and problem-solvingExcellent communication skills with ability to explain technical concepts clearlyExperience providing technical support in a customer-facing roleStrong problem-solving abilities with a creative, adaptable approachAbility to manage, coordinate and prioritise multiple tasks in a fast-paced environmentAdaptability to work in a 24/7 operational environment and perform calmly under pressureSelf-motivated with ability to work independently and as part of a team, often with little need for direct supervisionPreferredProficiency in one or more of the following programming or scripting languages: Python, PHP, JavaScript, HTML/CSS, R and C++API integration experienceExperience supporting clients in high pressure situationsKnowledge of data analysis and visualizationBackground in emergency response or operations centre environmentsAdditional InformationThis 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.#J-18808-Ljbffr