Technical Support

6 days ago


Sharjah, Sharjah, United Arab Emirates Sicuro Group Full time
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
Troubleshooting and debugging code
Researching and designing 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 & Skills:
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
Coding or scripting knowledge (

Python

, JavaScript, R Language, 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
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.
To apply, please email your CV and covering letter to

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