The role focuses on resolving intermediate-complexity IT issues remotely to reduce the need for field dispatches. Responsibilities include diagnosing faults, performing remote software deployments, and contributing to the knowledge base.
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 strong 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.
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·
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