Experience: 3–5 Years
Reports To: Service Desk Supervisor
Languages: English/Arabic – Both Required
Location: UAE

Role Purpose:
Increase the remote fix rate and reduce field dispatch 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 authorized.

- Use remote control, remote scripting and endpoint management tooling 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.

Requirements
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.

- Strong analytical and structured diagnostic discipline.

- ITSM platform proficiency.

Qualifications & Certifications:

- Diploma or Bachelor's degree in IT or a related discipline.

- Microsoft certification (MD-102 or equivalent) preferred.

- ITIL Foundation preferred.

Education Sector Experience

- Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a robust advantage.

- Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements:

- Bilingual English and Arabic - required.

- Willing to work rotating shifts including weekends and examination periods.

- Clean police clearance and security vetting.

📌 Remote Resolution Analyst (Chennai)
🏢 Theomnihire
📍 Chennai