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 resolvingintermediate-complexity issues through remote tooling before a site visit israised. 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. Originally posted on Himalayas