Purpose of Position
Provide 24 / 7 customer support via email, skype and phone for all Sicuro related services. Capable of installing GPS tracking devices and provide both hardware and software training using a good command of the English language. Willing to be deployed outside of Dubai particularly Middle Eastern and African countries.
Contact & Cooperations
Intelyse, Sicuro Technology and all Sicuro Group companies
Key Responsibilities
1. Ops room tasks and responsibilities
- Accomplishes all protocols related to deployed personnel and PM clients.
- Provides timely response / solutions to all customer concerns handled during shifts
- Actively spot and react to any issues concerning both hardware and software.
- Communicate effectively via email, skype and phone (both internally & externally in English language).
- Conducts clear and concise shift handovers
- Generate required Ops reports such as :
- Shift Summary Reports
- Primary Monitoring reports
- Client issues and summary reports
2. Ensure adherence to Ops protocols and instructions for events and situations such as :
Critical client incidents / vehicle theftPlatform and app issues and development requestsSignificant technical failureSafekeeping of supplier’s portal passwordDeployment rulesLeave policy3. Hardware, Tools and Stock Inventory
Proficient in operating vendor’s device features (GPS and Radios) and appropriate applications.Provides hardware support to clients with minimal supervision.Performs device scripting including remote / OTA4. Tracking platforms and IT Systems
Has above average knowledge of SicuroTrackV2, SicuroFleet, SicuroPeople and device software.Conducts in-house and remote training of the tracking platform (both with clients and Sicuro employees).Actively spot and react accordingly to any issues concerning the tracking platform.Knowledgeable in using suppliers' provisioning portals and carry out OTA configurations and activation / deactivation / swapping devices and airtime.5. Deployments
Install and commission all GPS tracking devices both personnel and vehicle trackers with high standards.Produce a daily report on what tasks have been accomplished during deployments.Exhibits professionalism, time management and good communication skills.Travels to Gulf region, Africa or elsewhere as required.7. Perform other related duties as required.
9001, 22301 and GDPR.Essential
Bachelor’s degree in Electronics and Communications Engineering, preferably board certifiedMinimum 2 years work experience in the field of electronics, telecoms or networks.Computer literacy including proficiency in Microsoft office; Strong verbal and written communication skillsCustomer service orientedExperience in providing technical support to clients by different means, e.g. Team Viewer, telephone and Skype chatCompose technical documents in Word / Excel / PDF, create and maintain Excel worksheets and databasesQuick to understand systems, hardware and new devicesMust maintain confidentiality and discretion in all aspectsHonest and trustworthyTeam playerGood Interpersonal skillsPreferred
Bachelor’s Degree in Electronics and Communications Engineering, preferably board certifiedCisco or Microsoft related certificationsCCNA / CCNP certifiedExperience Preferred
Working experience with a GPS tracking provider / vendor, a Telecommunications company or IT companiesWorking experience in the Middle East and AfricaCyber Security related experienceMotorola MOTOTRBO DMR systems and configuration#J-18808-Ljbffr
