Tier 1.5 Remote Resolution Analyst - IT Managed Services - Arabic Must - Dubai

*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:*

1. Take escalations from Tier 1 and attempt full remote resolution before any field dispatch is authorised.

2. Use remote control, remote scripting and endpoint management tooling (SCCM, Intune) to diagnose and fix issues.

3. Perform remote software deployment, patch remediation and configuration fixes.

4. Conduct pre-dispatch diagnostics so that field visits arrive with a known fault and the correct parts.

5. Track, measure and report on dispatch avoidance rate as a primary KPI.

6. Feed recurring remote-fixable issues into the knowledge base and the automation backlog.

7. Support the shift-left agenda by converting resolved issues into Tier 1 knowledge articles.

8. 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

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