Engineer – User Support Operations Abu Dhabi, AE Full-time

This role acts as the first point of contact for end users seeking support on secure communication products and solutions, therefore logging, categorising, and prioritising support tickets accurately. You will resolve common application usage issues, assist with user onboarding (account setup, initial access), and support basic device enrollment and configuration. Consequently, your work within a rotating shift model ensures continuous coverage for governments and businesses, while escalating complex technical issues to senior team members as required.

Key Responsibilities

• Act as the first point of contact for end users seeking support. Log, categorise, and prioritise support tickets accurately within the ticketing system.
• Resolve common user issues related to application usage and basic technical problems. Therefore, ensure timely responses and clear communication 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. Follow defined incident categorisation and escalation procedures.
• Update tickets with clear and concise information for traceability and reporting. Therefore, 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.

Requirements & Qualifications

• 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, including ticket logging, categorisation, and prioritisation.
• Exposure to shift‑based or extended‑hours support environments is an advantage.
• Experience supporting mobile devices or user‑facing applications is desirable.
• Strong verbal and written communication skills in English; Arabic is an advantage.
• Ability to work within a rotating shift schedule (day and evening shifts) providing continuous coverage throughout the year.
• Basic knowledge of device enrollment, account setup, and standard troubleshooting methodologies.
• Customer‑focused mindset with patience and professionalism when handling user inquiries.

What You’ll Gain

• Opportunity to join KATIM, a leader in secure communication products, as part of EDGE – one of the world’s leading advanced technology groups.
• Competitive tax‑free monthly salary (AED 10,000–15,000) plus medical insurance, annual flight allowance, and end of service gratuity.
• Exposure to cutting‑edge secure communication technologies across Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.
• Structured shift‑based role offering work‑life balance within a dynamic environment that combines start‑up energy with large‑business discipline.