Engineer - User Support Operations

External Job Description

ABOUT KATIM:

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 EDGE, one of the world’s leading advanced technology groups, KATIM delivers trust in a world where cyber risks are a constant threat, and fulfils the increasing demand for advanced cyber capabilities by delivering robust, secure, end-to-end solutions centred on four core business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications. Our talented team of cross functional experts continually takes-on new challenges. We work with the energy of a start-up yet the discipline of a large business to make solutions and products work for our customers at scale.

Job Summary:

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.

The role operates as part of a scheduled, rotating support model that provides continuous coverage throughout the year, including day and evening shifts, and focuses on user onboarding, application usage support, basic troubleshooting, and day-to-day operational activities, while escalating complex or high-impact issues to senior team members as required.

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

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