Technical Support Specialist Associate (GSOC)

Sicuro Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Sicuro Group, headquartered in Dubai, is seeking a Technical Support Specialist_ Associate (GSOC). In this role, you will provide essential technical support to clients worldwide, leveraging a blend of technical expertise and problem-solving skills. Your responsibilities will include troubleshooting a suite of technologies, delivering personalized client support, and optimizing systems based on client needs.

The ideal candidate will possess a strong technical background, excellent communication capabilities, and the ability to thrive in a fast-paced environment. Opportunities for continuous learning and improvement are integral to this role, as you will work with innovative technologies while ensuring client satisfaction.

Qualifications

• Educational background in computer science, engineering or IT.
• Experience in a customer-facing technical support role.
• Strong problem-solving capabilities and adaptability in stressful situations.

Responsibilities

• Troubleshoot hardware and software issues for clients.
• Deliver personalized technical support and explain concepts to clients.
• Monitor technical systems and optimize configurations for clients.

Skills

Technical problem-solving

Customer support skills

Analytical thinking

Proficiency in AI tools

Excellent communication

Adaptability

Education

Technical education in IT or related field

Tools

GPS tracking systems

Communication platforms

Job description

Technical Support Specialist_ Associate (GSOC)

Full-time

We are a specialized provider of technology-enabled risk management solutions, headquartered in Dubai, UAE.

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). 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.

Key Responsibilities

• 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.
• 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.

Essential Qualifications

• 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 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.

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.