Remote Resolution Analyst

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.