Remote IT Diagnostics Specialist

TOCUMULUS; Dubai; Remote; AED 120,000 - 180,000; Full time

Job summary

TOCUMULUS in Dubai is seeking an experienced IT Helpdesk professional to increase remote resolution rates and reduce field dispatch by solving intermediate-complexity issues using remote tooling.

You will handle escalations from Tier 1, use SCCM/Intune and PowerShell, work bilingual English and Arabic, and participate in rotating shifts including weekends. A diploma in IT and ITIL familiarity are preferred.

Qualifications

• Diploma or Bachelors degree in IT or a related discipline.
• Microsoft certification preferred.
• ITIL Foundation preferred.

Responsibilities

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

Skills

Remote support tooling

Windows troubleshooting

PowerShell scripting

Endpoint management

Analytical problem-solving

ITSM proficiency

Education

Diploma or Bachelors degree in IT

Tools

SCCM

Intune

Remote control platforms

Microsoft 365

Job description

TOCUMULUS in Dubai is seeking an experienced IT Helpdesk professional to increase remote resolution rates and reduce field dispatch by solving intermediate-complexity issues using remote tooling.

You will handle escalations from Tier 1, use SCCM/Intune and PowerShell, work bilingual English and Arabic, and participate in rotating shifts including weekends. A diploma in IT and ITIL familiarity are preferred.