Engineer - User Support Operations
Skills
About This Role
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
- #KATIM
Your resume, rewritten
for this exact role.
Sign up free — Base Career tailors your CV to this job description in 60 seconds.
01 / 05
Resume Tailored to This Job
Your keywords, structure, and story — rewritten to match this exact role and pass ATS filters.
Free · No card · 60 seconds
02 / 05
Cover Letter for This Role, Done
Job-specific cover letters written in Gulf professional tone — ready in seconds, not hours.
Free · No card · 60 seconds
03 / 05
See How Well You Fit This Role
AI match score with clear reasons — know your fit before investing time in the application.
Free · No card · 60 seconds
04 / 05
Apply in One Click
Autofill any application form on Workday, LinkedIn, Bayt, Greenhouse — with your tailored content.
Free · No card · 60 seconds
05 / 05
Track It. Follow Up at the Right Time.
Visual pipeline for every application with AI-timed follow-up reminders so nothing slips.
Free · No card · 60 seconds
Similar Jobs
Senior Engineer - Structural (Site)
AECOM · Abu Dhabi
Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and commu
Skills
Sr. Engineer - PMC Procurement (Material Coordinator) - office based
Penspen · Abu Dhabi
Sr. Engineer - Procurement (Material Coordinator) responsible for coordinating, monitoring, and expediting procurement and material management activities on behalf of the Project Management Consultant (PMC). The role ens
Skills
Site Engineer - Interior Fitout
Whizz HR · Dubai
Job Title: Site Engineer – Interior Fit-Out Location: Dubai, UAE Job Summary We are seeking a detail-oriented Site Engineer – Interior Fit-Out to support the planning, execution, and completion of interior fit-out projec
Skills
Technical Support Engineer - Business Analyst (Onshore based)
Sundus · Abu Dhabi
Job Code: JPC - 6066 Job Title: Technical Support Engineer - Business Analyst Location: Abu Dhabi Education : Bachelor degree of Engineering Contract : 1 Yr Extendable Client: Government Entity Job Purpose Support the p
Skills
Senior Security Engineer - Microsoft Defender and Purview
Help AG, an e& enterprise company · Dubai
Help AG is looking for a talented and experienced Senior Security Engineer - Microsoft Defender and Purview who will be responsible for designing, implementing, and managing enterprise security solutions using Microsoft
Skills
Go-to-Market Engineer - Dubai, United Arab Emirates
Speechify · Dubai
Mission The mission of Speechify is to make sure that reading is never a barrier to learning. Over 50 million people use Speechify's text-to-speech products to turn whatever they're reading – PDFs, books, Google Docs, ne
Skills
Collaboration Engineer - CUCM
LanceSoft Middle East · Dubai
We have a new opportunity for "L2 Collaboration Engineer" with our client. Interested candidates send me your CV to nazreen.muhamed@lancesoft.com Title: L2 Collaboration Engineer Duration: 1 Year Contract with possible e
Skills
Electrical Design Engineer - ePlan
Vanderlande · Dubai
Together we make the difference. We are a leading provider of innovative and high-performance solutions for airport logistics. Our portfolio includes products and solutions for baggage and cargo handling, high-end softwa
Skills
Senior Engineer - Substation Design (Electrical)
Al Ghurair · Dubai
More about the role: At Al Ghurair, we remain dedicated to driving innovation and shaping the future. As we continue to look for the best and brightest talent to scale our growth, we currently have an amazing opportunity
Skills
2.2K+
Cover Letters & Follow-ups
1.8K+
Resumes Tailored
190.5K+
Jobs Tracked
Trusted by professionals at
Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required