Technical Support & Response Associate & GSOC Engineer

Sicuro Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global security firm in Dubai is seeking a Technical Support & Response Associate to deliver risk management services. This crucial role involves troubleshooting technical issues, providing client support, and ensuring the smooth operation of critical systems within a 24/7 environment. The ideal candidate should have a technical background in computer science or IT, strong problem-solving skills, and the ability to communicate complex concepts clearly. Opportunity for growth in a dynamic space with diverse technologies available.

Qualifications

• Technical background in computer science, engineering, or IT.
• Experience providing technical support in a customer-facing role.
• Ability to explain technical concepts to non-technical clients.

Responsibilities

• Troubleshoot hardware and software issues.
• Deliver personalized technical support to clients.
• Monitor and maintain technical systems including GPS tracking.
• Respond to alerts and manage incidents.
• Identify opportunities for process improvement.

Skills

Technical background or education in a relevant field

Proficiency with technology tools

Excellent communication skills

Strong problem-solving abilities

Ability to manage multiple tasks

Adaptability to work in a 24/7 operational environment

Self-motivated with ability to work independently

Education

Technical education in computer science or IT

Tools

Python

PHP

JavaScript

HTML/CSS

R

C

Job description

Designation: Technical Support & Response Associate (GSOC Engineer)

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

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

2. 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
• Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs

3. 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
• Troubleshooting and debugging code.
• Researching and designing new software systems websites programs and applications.

4. 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

5. 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

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