Remote Resolution Analyst

About the role

OmniHire is looking for a Remote Resolution Analyst to increase remote fix rates and minimise field dispatches across its education‑sector client base in the UAE. You will work from a remote location, handling intermediate‑complexity incidents and ensuring that field technicians only attend when absolutely necessary.

Key responsibilities

• Take Tier 1 escalations and attempt full remote resolution before any field dispatch is authorised.
• Use remote control, scripting and endpoint‑management tools (SCCM, Intune, etc.) to diagnose and remediate issues.
• Deploy software, apply patches and perform configuration fixes remotely.
• Conduct pre‑dispatch diagnostics so 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 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.
• Diploma or Bachelor’s degree in IT or related field.
• Microsoft certification (MD‑102 or equivalent) preferred.
• ITIL Foundation preferred.
• Bilingual in English and Arabic (both required).
• Willingness to work rotating shifts, including weekends and examination periods.
• Clean police clearance and security vetting.

Required skills

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