Remote Resolution Analyst

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.

• 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.
  

• 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.
  

• Diploma or Bachelors 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 strong advantage.
  
• Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.
  

• Bilingual English and Arabic - required.
  
• Willing to work rotating shifts including weekends and examination periods.
  
• Clean police clearance and security vetting.