About the Role:
The position aims to enhance the remote fix rate and minimize field dispatch by addressing intermediate-complexity issues through remote tools before authorizing site visits. This role is essential for ensuring efficient troubleshooting and resolution management in IT support.
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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 in English and Arabic - required.
- Willing to work rotating shifts including weekends and examination periods.
- Clean police clearance and security vetting.
Location: UAE
Experience: 3–5 Years
Reports To: Service Desk Supervisor
Languages: English/Arabic – Both Required
