Technical Support Specialist_ Associate (GSOC)

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.Contact and Cooperation : Internal teams across Sicuro Group companies and direct client engagement Key Responsibilities : 1. Technical Problem Solvingo Troubleshoot hardware and software issues across our suite of tracking / telematics, communication, and software platformso Advise clients of techo Use analytical thinking to diagnose complex technical problemso Leverage appropriate tools, including AI, to enhance efficiency and solution deliveryo Deliver responsive and personalized technical support via multiple communication channelso Understand clients' operational contexts to provide relevant solutionso Explain technical concepts clearly to non-technical clientso Build strong client relationships through reliable support and follow-througho Supporting planning and managing journey management tasks around the world for corporate customers as per established SOPs3. System Management & Optimizationo Monitor and maintain various technical systems including GPS tracking, communication platforms, and security applicationso Configure and optimize systems based on client requirementso Support data analysis and dashboard managemento Assist with system integrations and updateso Troubleshooting and debugging code.o Researching and designing new software systems, websites, programs, and applications.4. Emergency Response Supporto Monitor alert systems and respond according to established protocolso Coordinate with relevant parties during critical situations, ensuring intricate understanding of Sicuro SOPso Maintain calm and structured communication during high-pressure scenarioso Document incidents thoroughly for analysis and improvemento Identify opportunities to improve internal support processes and develop automations by leveraging AI tools and other existing systemso Contribute ideas for service improvemento Stay current with emerging technologies relevant to our services 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 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 : 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. #J-18808-Ljbffr