Shift Engineer

Job Description

Purpose of Role: 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 and Cooperation: Intelyse, Sicuro Technology and all Sicuro Group companies.

Key Responsibilities:

1. Ops room tasks and responsibilities:
   1. Accomplishes all protocols related to deployed personnel and PM clients.
   2. Provides timely response/solutions to all customer concerns handled during shifts.
   3. Actively spot and react to any issues concerning both hardware and software.
   4. Communicate effectively via email, Skype, and phone (both internally & externally in English language).
   5. Conducts clear and concise shift handovers.
   6. Generate required Ops reports such as:
      1. Shift Summary Reports
      2. Primary Monitoring reports
      3. Client issues and summary reports
2. Ensure adherence to Ops protocols and instructions for events and situations such as:
   1. Critical client incidents/vehicle theft
   2. Platform and app issues and development requests
   3. Significant technical failure
   4. Safekeeping of supplier’s portal password
   5. Deployment rules
   6. Leave policy
3. Hardware, Tools and Stock Inventory:
   1. Proficient in operating vendor’s device features (GPS and Radios) and appropriate applications.
   2. Provides hardware support to clients with minimal supervision.
   3. Performs device scripting including remote/OTA.
4. Tracking platforms and IT Systems:
   1. Has above average knowledge of SicuroTrackV2, SicuroFleet, SicuroPeople and device software.
   2. Conducts in-house and remote training of the tracking platform (both with clients and Sicuro employees).
   3. Actively spot and react accordingly to any issues concerning the tracking platform.
   4. Knowledgeable in using suppliers' provisioning portals and carry out OTA configurations and activation/deactivation/swapping devices and airtime.
5. Deployments:
   1. Install and commission all GPS tracking devices both personnel and vehicle trackers with high standards.
   2. Produce a daily report on what tasks have been accomplished during deployments.
   3. Exhibits professionalism, time management, and good communication skills.
   4. Travels to Gulf region, Africa or elsewhere as required.
6. Perform other related duties as required:
   1. Extends extra time to accomplish tasks as required.
   2. Takes the initiative to handle extra tasks needed to improve support processes.
   3. Relays information related to client concerns and Operation issues to the OCM or Opsmgt in a timely manner.
7. Responsible to be aware, up-to-date and adhere to all related controls and policies for ISO 27001, 9001, 22301 and GDPR.

Qualifications

Essential:

1. Bachelor’s degree in Electronics and Communications Engineering, preferably board certified.
2. Minimum 2 years work experience in the field of electronics, telecoms or networks.
3. Computer literacy including proficiency in Microsoft Office.
4. Strong verbal and written communication skills.
5. Customer service oriented.
6. Experience in providing technical support to clients by different means, e.g. Team Viewer, telephone, and Skype chat.
7. Compose technical documents in Word/Excel/PDF, create and maintain Excel worksheets and databases.
8. Quick to understand systems, hardware and new devices.
9. Must maintain confidentiality and discretion in all aspects.
10. Honest and trustworthy.
11. Team player.
12. Good interpersonal skills.

Preferred:

1. Bachelor’s Degree in Electronics and Communications Engineering, preferably board certified.
2. Cisco or Microsoft related certifications CCNA/CCNP certified.

Experience Preferred:

1. Working experience with a GPS tracking provider/vendor, a Telecommunications company or IT companies.
2. Working experience in the Middle East and Africa.
3. Cyber Security related experience.
4. Motorola MOTOTRBO DMR systems and configuration.

Additional Information:

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