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Remote Resolution Analyst
TOCUMULUS
Dubai, UAE
Full-time
Entry
Onsite
Discovered 1 weeks ago
Remote support toolingSCCMMicrosoft IntuneRemote control platformsWindows 10/11 troubleshootingMicrosoft 365 troubleshooting
Free
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Remote support toolingSCCMMicrosoft Intune
Role Overview
The Remote Resolution Analyst increases the remote fix rate and reduces field dispatch by resolving intermediate-complexity issues with remote tooling.
The role reports to the Service Desk Supervisor and requires three to five years of experience.
Key Skills for This Role
Remote support toolingSCCMMicrosoft IntuneRemote control platformsWindows 10/11 troubleshootingMicrosoft 365 troubleshooting
Full Job Posting
Role Purpose
The Remote Resolution Analyst increases the remote fix rate and reduces field dispatch by resolving intermediate-complexity issues with remote tooling.
The role reports to the Service Desk Supervisor and requires three to five years of experience.
Required Profile
- English and Arabic are both required.
- The role requires experience with remote support tools, endpoint management, software deployment, ITSM platforms, and structured diagnostics.
- The role requires intermediate troubleshooting across Windows 10/11, Microsoft 365, Entra ID, and networking.
- Basic to intermediate PowerShell scripting is required for diagnostics and remediation.
- A diploma or bachelor's degree in IT or a related discipline is required.
Remote Resolution Duties
- Take Tier 1 escalations and attempt full remote resolution before authorizing field dispatch.
- Use remote control, remote scripting, and endpoint management tools to diagnose and fix issues.
- Perform remote software deployment, patch remediation, and configuration fixes.
- Conduct pre-dispatch diagnostics so field visits have a known fault and the correct parts.
- Track and report dispatch avoidance as a primary KPI.
- Feed recurring remote-fixable issues into the knowledge base and automation backlog.
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