Tier 1.5 Remote Resolution Analyst - IT Managed Services - Arabic Must - Dubai
Role Overview
Tier 1.5 Remote Resolution Analyst in the Service Desk function, reporting to the Service Desk Supervisor.
The role aims to increase remote fixes and reduce field dispatch across 573 locations by resolving intermediate-complexity issues with remote tooling.
The posting identifies the hiring organization as an IT Managed Services & Consulting company.
Key Skills for This Role
Full Job Posting
Role overview
Tier 1.5 Remote Resolution Analyst in the Service Desk function, reporting to the Service Desk Supervisor.
The role aims to increase remote fixes and reduce field dispatch across 573 locations by resolving intermediate-complexity issues with remote tooling.
The posting identifies the hiring organization as an IT Managed Services & Consulting company.
Salary
- Salary band is AED 6,000–7,000 per month, all-inclusive.
Location
- Work location is Dubai, UAE.
Responsibilities
- Take Tier 1 escalations and attempt full remote resolution before field dispatch is authorized.
- Use remote control, remote scripting and endpoint management tools, including SCCM and Intune, to diagnose and fix issues.
- Perform remote software deployment, patch remediation and configuration fixes.
- Conduct pre-dispatch diagnostics so field visits arrive with a known fault and the correct parts.
- Track and report dispatch avoidance rate as a primary KPI.
- Feed recurring remote-fixable issues into the knowledge base and automation backlog; turn resolved issues into Tier 1 knowledge articles.
- Assist major incident triage with rapid remote diagnostics across multiple sites.
Required technical skills
- Remote support tooling, including SCCM, Intune and 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.
- ServiceNow or an equivalent ITSM platform.
Qualifications and other requirements
- 3–5 years in a managed services or service desk environment; prior experience with an IT Managed Services & Consulting company is required.
- Arabic fluency is mandatory and non-negotiable; English proficiency is also required.
- Diploma or bachelor's degree in IT or a related discipline.
- Microsoft certification MD-102 or equivalent is preferred; ITIL Foundation is preferred.
- Willingness to work rotating shifts, including weekends and examination periods.
- Clean police clearance and security vetting are required; immediate joiners are preferred.
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