Remote Resolution Analyst

About the role

We are looking for a Remote Resolution Analyst to increase our remote fix rate and minimise field dispatches across the United Arab Emirates. The role involves handling intermediate‑complexity incidents, using remote tooling to diagnose and resolve issues before a site visit is required.

Key responsibilities

• Take Tier‑1 escalations and attempt full remote resolution prior to any field dispatch.
• Utilise remote control, scripting and endpoint‑management tools (SCCM, Intune, etc.) to diagnose and remediate faults.
• Deploy software, apply patches and perform configuration fixes remotely.
• Conduct pre‑dispatch diagnostics to ensure field technicians receive a known fault and the correct parts.
• Track, measure and report on dispatch‑avoidance rate as a primary KPI.
• Feed repeatable remote‑fixable issues into the knowledge base and automation backlog.
• Support the shift‑left agenda by creating Tier‑1 knowledge articles.
• Assist major‑incident triage with rapid remote diagnostics across multiple sites.

Required profile

• 3–5 years of experience in remote IT support.
• Bilingual in English and Arabic (both required).
• Diploma or Bachelor’s degree in IT or related field.
• Microsoft certification (MD‑102 or equivalent) preferred.
• ITIL Foundation certification preferred.
• Experience in education‑sector environments is a strong advantage.
• Willingness to work rotating shifts, including weekends and examination periods.
• Clean police clearance and security vetting.

Required skills

• SCCM and Intune remote support tooling.
• Remote control platforms.
• Windows 10/11, Microsoft 365, Entra ID.
• Networking troubleshooting.
• PowerShell scripting for diagnostics and remediation.
• Endpoint management and software deployment.
• ITSM platform proficiency.