KATIM is a leader in the development of innovative secure communication products and solutions for governments and businesses. As part of the Space & Cyber Technologies cluster at the company, KATIM delivers trust in a world where cyber risks are a constant threat, fulfilling the increasing demand for advanced cyber capabilities by delivering robust, secure, end-to-end solutions.
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This position as a Senior User Support Operations Engineer is located in Abu Dhabi, AE. This role operates as part of a scheduled, rotating support model providing continuous coverage throughout the year, including day and evening shifts.
Key Responsibilities
- Provide advanced first-line support for complex user issues across supported products.
- Diagnose and resolve user-specific technical and application-related problems.
- Act as a senior point of contact for non-standard and high-impact support cases.
- Ensure issues are resolved efficiently while maintaining a high standard of user experience.
- Deliver dedicated support to VIP and senior end users, including face-to-face and onsite assistance.
- Support device delivery, replacement, and onboarding activities for VIP users.
- Conduct in-person satisfaction check-ins following onboarding or major issue resolution.
- Ensure a professional, discreet, and confidence-inspiring presence during VIP interactions.
- Ensure service continuity during shift handovers and peak operational periods.
- Take ownership of senior decision-making during assigned shifts.
- Act as the primary escalation point within the shift for complex or sensitive issues.
- Coordinate with internal teams and higher support tiers (L2/L3) for issue resolution.
- Ensure clear documentation and handover of escalated issues.
- Track escalated cases through to resolution and closure.
- Perform approved administrative actions in production environments within defined scope.
- Manage user accounts and application administration tasks through authorized admin portals.
- Execute device-related actions in line with procedures.
- Ensure all administrative actions are documented and auditable.
Key Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 4–7 years of experience in end-user support, IT operations, or application support roles.
- Proven experience handling complex user issues and escalations.
- Prior experience working in shift-based or extended-coverage support models is an advantage.
