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 theft
- Platform and app issues and development requests
- Significant technical failure
- Safekeeping of supplier’s portal password
- Deployment rules
- Leave policy
3. 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/OTA
4. 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 certified
- Minimum 2 years work experience in the field of electronics, telecoms or networks.
- Computer literacy including proficiency in Microsoft office; Strong verbal and written communication skills
- Customer service oriented
- Experience in providing technical support to clients by different means, e.g. Team Viewer, telephone and Skype chat
- Compose technical documents in Word/Excel/PDF, create and maintain Excel worksheets and databases
- Quick to understand systems, hardware and new devices
- Must maintain confidentiality and discretion in all aspects
- Honest and trustworthy
- Team player
- Good Interpersonal skills
Preferred
- Bachelor’s Degree in Electronics and Communications Engineering, preferably board certified
- Cisco or Microsoft related certifications
- CCNA/CCNP certified
Experience Preferred
- Working experience with a GPS tracking provider/vendor, a Telecommunications company or IT companies
- Working experience in the Middle East and Africa
- Cyber Security related experience
- Motorola MOTOTRBO DMR systems and configuration
