Experience: 3–5 Years

Reports To: Service Desk Supervisor

Languages: English/Arabic – Both Required

Location: UAE

Role Purpose:
Increase the remote fix rate and reduce field dispatch by resolving intermediate-complexity issues through remote tooling before a site visit is raised.

Key Responsibilities:

Take escalations from Tier 1 and attempt full remote resolution before any field dispatch is authorized.
Use remote control, remote scripting and endpoint management tooling to diagnose and fix issues.
Perform remote software deployment, patch remediation and configuration fixes.
Conduct pre-dispatch diagnostics so that field visits arrive with a known fault and the correct parts.
Track, measure and report on dispatch avoidance rate as a primary KPI.
Feed recurring remote-fixable issues into the knowledge base and the automation backlog.
Support the shift-left agenda by converting resolved issues into Tier 1 knowledge articles.
Assist major incident triage with rapid remote diagnostics across multiple sites.

Requirements

Required Technical Skills:

Remote support tooling - SCCM, Intune, remote control platforms.
Intermediate Windows 10/11, Microsoft 365, Entra ID and networking troubleshooting.
Basic to intermediate PowerShell scripting for diagnostics and remediation.
Endpoint management and software deployment.
Strong analytical and structured diagnostic discipline.
ITSM platform proficiency.

Qualifications & Certifications:

Diploma or Bachelor's degree in IT or a related discipline.
Microsoft certification (MD-102 or equivalent) preferred.
ITIL Foundation preferred.

Education Sector Experience

Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.
Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements:

Bilingual English and Arabic - required.
Willing to work rotating shifts including weekends and examination periods.
Clean police clearance and security vetting.

Remote Resolution Analyst

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