IT Support Engineer - Finland

About KATIM

KATIM is a leader in the development of innovative secure communication products and solutions for governments and businesses. As part of the Electronic Warfare & 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 centered on four core business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.

KATIM empowers organisations worldwide with the confidence that their mission-critical information and communications are private and secure at all times. A company established in Abu Dhabi, KATIM has offices in UAE and in Finland.

As a Support Engineer in the IT department, you will be the primary SME for services and support for the Finland offices. You will be responsible for providing technical assistance, troubleshooting, and problem resolution to end-users within our organization. Your primary focus will be supporting and maintaining the IT environment, ensuring smooth operations and optimal performance. This role will be based in Finland.

Key Responsibilities:

• Act as the onsite point of contact for the customer.  
• Take charge of all assigned tickets from start to finish, ensuring proper resolution and maintaining customer service satisfaction. 
• Manage and maintain inventory of hardware, software, and other IT equipment. 
• Offer advanced investigation and resolution for device upgrades, end-user software and hardware issues 
• Ensuring that the Service(s) for wich you are lead is fully documented in Confluence, that Access Controls meet security compliance and device or service passwords are recorded in a central vault. 
• Manage the services for which you are the primary SME; to improve the quality or take advantange of new features/functions or integrations that are inline with the business or customer reuiqrements.
• Train other team members on your areas of expertise
• Ensure that you are familiar with IT, IS and OpSec policies, procedures and governance documents for IT in KATIM
• Ensure all documentation including tickets contains the relevant information and is easily understandable by co-workers.
• Keep yourself up to date on the product changes and developments in the specific services for which you are responsible.

Experience and Education:

• IT Degree or equivalent or significant verifiable experience and track record in delivering in a field specifically related to the role in question  
• Experience in technical support to end-users, responding to inquiries and resolving hardware and software issues related to Windows, Mac and Linux systems.
• Install, configure, and maintain Windows, Mac and Linux operating systems, including updates, patches, and security measures.
• Troubleshoot and resolve hardware and software problems, ranging from basic desktop issues to complex server and network-related incidents.
• Debugging dropped packets, whether at the network, NIC, OS, or application layers
• Troubleshooting kernel panics and system hangs
• Familiarity with Linux Desktop/server administration, shell scripting, and security best practices (e.g. CIS benchmark).Experience in MDM solutions ( e.g. Workspace One)
• Installing, configuring, and deploying fully-distributed Red Hat Linux systems
• Taking a role in researching, testing, recommending, implementing, and maintaining a cutting- edge, ultra-low-latency system and network technologies
• Deploy, monitor, and configure a complex suite of trading applications
• Collaborate with cross-functional teams to ensure effective communication and resolution of IT-related issues.
• Assist in the deployment and maintenance of IT infrastructure, including servers, workstations, printers, and networking devices.
• Configure and troubleshoot network connectivity, including LAN, WAN, VPN, and wireless networks.
• Conduct regular system monitoring to identify and address performance bottlenecks, security vulnerabilities, and other potential risks.
• Provide training and guidance to end-users on the effective use of Windows, Mac and Linux systems and software applications.
   

Skills:

• ITIL v3 or v4 Foundation
• Relevant certifications (e.g., Linux Professional Institute Certification, Red Hat Certified System Administrator) will be considered a plus.
   

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