- 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
- Take escalations from Tier 1 and attempt full remote resolution before any field dispatch is authorised.
- Use remote control, remote scripting and endpoint management tooling (SCCM, Intune) 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.
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.
- ITSM platform proficiency (ServiceNow or equivalent).
Qualifications \& Certifications
- Diploma or Bachelor's degree in IT or a related discipline.
- Microsoft certification (MD-102 or equivalent) preferred.
- ITIL Foundation preferred.
Other Requirements
- *Arabic MUST - Mandatory \& Non-Negotiable.* Candidates without fluent Arabic will not be considered.
- Must have English proficiency as well.
- Willing to work rotating shifts including weekends and examination periods.
- Clean police clearance and security vetting.
- 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
Skills: management,it,remediation,managed services,intermediate,english,microsoft,intune,arabic,remote control
