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 techUse analytical thinking to diagnose complex technical problemsLeverage appropriate tools, including AI, to enhance efficiency and solution deliveryClient Support ExcellenceDeliver responsive and personalized technical support via multiple communication channels
Understand clients' operational contexts to provide relevant solutionsExplain technical concepts clearly to non-technical clientsBuild strong client relationships through reliable support and follow-throughSupport planning and managing journey management tasks around the world for corporate customers as per established SOPsSystem Management & OptimizationMonitor and maintain various technical systems including GPS tracking, communication platforms, and security applications
Configure and optimize systems based on client requirementsSupport data analysis and dashboard managementAssist with system integrations and updatesTroubleshooting and debugging codeResearching and designing new software systems, websites, programs, and applicationsEmergency Response SupportMonitor alert systems and respond according to established protocols
Coordinate with relevant parties during critical situations, ensuring intricate understanding of Sicuro SOPsMaintain calm and structured communication during high-pressure scenariosDocument incidents thoroughly for analysis and improvementContinuous ImprovementIdentify opportunities to improve internal support processes and develop automations by leveraging AI tools and other existing systems
Contribute ideas for service improvementStay current with emerging technologies relevant to our servicesQualifications & 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 systemsProficiency using AI tools to enhance productivity and problem-solvingExcellent communication skills with ability to explain technical concepts clearlyExperience providing technical support in a customer-facing roleStrong problem-solving abilities with a creative, adaptable approachAbility to manage, coordinate and prioritise multiple tasks in a fast-paced environmentAdaptability to work in a 24 / 7 operational environment and perform calmly under pressureSelf-motivated with ability to work independently and as part of a team, often with little need for direct supervisionPreferred
Coding or scripting knowledge ( Python , JavaScript, R Language, C++)API integration experienceExperience supporting clients in high pressure situationsKnowledge of data analysis and visualizationBackground in emergency response or operations centre environmentsThis 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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