Global GSOC Technical Support Specialist - Client-Focused

Sicuro Group; Dubai; On-site; AED 146,000 - 221,000; Full time

Job summary

Sicuro Group is seeking a Technical Support Specialist Associate to join their team in Dubai. This role is critical for delivering risk management services globally, requiring technical expertise, problem-solving skills, and excellent communication to support clients in complex environments. The ideal candidate will thrive in a fast-paced, operational setting, providing adaptive technical support while managing multiple tasks efficiently.

Qualifications

• Technical background or education in computer science, IT, electronics.
• Experience providing technical support in a customer-facing role.
• Proficiency with technology tools and AI tools.

Responsibilities

• Troubleshoot hardware and software issues across various platforms.
• Monitor and maintain technical systems including GPS and communication.
• Support clients during critical situations and emergency responses.

Skills

Technical problem-solving

Communication skills

Analytical thinking

Customer service

Adaptability

Education

Relevant field education (computer science, IT, etc.)

Job description

Designation: Technical Support Specialist 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 problem-solving 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 non-technical clients
o Build strong client relationships through reliable support and follow-through
o Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs

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 high-pressure 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 problem-solving
Excellent communication skills with ability to explain technical concepts clearly
Experience providing technical support in a customer-facing role
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

Preferred:
Proficiency in one or more of the following programming or scripting languages: Python PHP JavaScript HTML/CSS R and 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 customer-focused and able to think beyond conventional approaches to solve unique challenges.

Remote Work :

No

Employment Type :

Full-time