*ROLE TITLE:* Tier 1.5 Remote Resolution Analyst
*Function:* Service Desk
*Salary Band:* AED 6000 - 7000 / month (all-inclusive)
*Location:* Dubai, UAE
*Hiring For:* IT Managed Services \& Consulting Company
*Experience Required:* 3-5 years in Managed Services / Service Desk environment
*Reports To:* Service Desk Supervisor
*Language Requirement:* Arabic MUST English
*ROLE PURPOSE:* Increase the remote fix rate and reduce field dispatch across 573 locations by resolving intermediate-complexity issues through remote tooling before a site visit is raised.
KEY RESPONSIBILITIES: 1. Take escalations from Tier 1 and attempt full remote resolution before any field dispatch is authorised.
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Use remote control, remote scripting and endpoint management tooling (SCCM, Intune) to diagnose and fix issues.
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Perform remote software deployment, patch remediation and configuration fixes.
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Conduct pre-dispatch diagnostics so that field visits arrive with a known fault and the correct parts.
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Track, measure and report on dispatch avoidance rate as a primary KPI.
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Feed recurring remote-fixable issues into the knowledge base and the automation backlog.
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Support the shift-left agenda by converting resolved issues into Tier 1 knowledge articles.
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Assist major incident triage with rapid remote diagnostics across multiple sites.
REQUIRED TECHNICAL SKILLS: - Remote support tooling - SCCM, Intune, remote control platforms.
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Intermediate Windows 10/11, Microsoft 365, Entra ID and networking troubleshooting.
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Basic to intermediate PowerShell scripting for diagnostics and remediation.
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Endpoint management and software deployment.
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ITSM platform proficiency (ServiceNow or equivalent).
QUALIFICATIONS \& CERTIFICATIONS: - Diploma or Bachelor's degree in IT or a related discipline.
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Microsoft certification (MD-102 or equivalent) preferred.
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ITIL Foundation preferred.
OTHER REQUIREMENTS: - Arabic MUST - Mandatory \& Non-Negotiable.\ Candidates without fluent Arabic will not be considered.
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Must have English proficiency as well.
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Willing to work rotating shifts including weekends and examination periods.
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Clean police clearance and security vetting.
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Must have prior experience with an IT Managed Services \& Consulting
Work Location : Dubai, UAE.
Immediate joiners are preferred.
Contact us at 91 9791033506
botim calls at 91 9791033506
WhatsApp us at 91 9791033506
