Engineer - User Support Operations

About KATIMKATIM 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 SummaryThe 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 ResponsibilitiesAct 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 Requirements1–4 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.#KATIM#J-18808-Ljbffr