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. The User Support Operations Engineer is responsible for providing first-line end-user support services, ensuring timely resolution of standard user issues and consistent service delivery.
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Job Location: Abu Dhabi, AE
Work Conditions: The role operates as part of a scheduled, rotating support model that provides continuous coverage throughout the year, including day and evening shifts.
Key Responsibilities
- Act as the first point of contact for end users seeking support.
- Log, categorize, and prioritize support tickets accurately.
- Resolve common user issues related to application usage and basic technical problems.
- Ensure timely responses and clear communication with users throughout the support process.
- Assist users with onboarding activities, including account setup and initial access.
- Support basic user account management tasks within approved scope.
- Guide users through standard setup and usage procedures.
- Escalate non-standard or access-related issues to senior team members when required.
- Accurately document user issues, actions taken, and resolutions in the ticketing system.
- Follow defined incident categorization and escalation procedures.
- Update tickets with clear and concise information for traceability and reporting.
- Support accurate incident tracking and resolution analysis.
- Assist with device enrollment, configuration, and basic troubleshooting.
- Support standard application-related queries and usability questions.
- Perform approved operational tasks within defined access levels.
- Escalate device-related or complex technical issues as required.
Key Requirements
- 1–4 years of experience in end-user support, IT support, service desk, or application support roles.
- Experience providing first-line support to end users is required.
- Exposure to shift-based or extended-hours support environments is an advantage.
- Experience supporting mobile devices or user-facing applications is desirable.
