Remote IT Resolution Analyst — Bilingual EN/AR (UAE)

OmniHire; Dubai; Remote; AED 60,000 - 90,000; Full time

Job summary

OmniHire in the United Arab Emirates is seeking a skilled IT Service Desk professional to increase remote resolution and reduce field dispatch by resolving intermediate-complexity issues through remote tooling before a site visit.

You will take escalations from Tier 1, use SCCM, Intune, PowerShell and endpoint management tools, and work bilingual in English and Arabic across schools and higher education settings.

Qualifications

• Diploma or Bachelor's degree in IT or related discipline.
• Microsoft certification (MD-102) or equivalent preferred.
• ITIL Foundation preferred.
• Experience in education-sector IT environments is a strong advantage.

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.

Skills

Remote support tooling

Windows troubleshooting

PowerShell scripting

Endpoint management

Analytical skills

ITSM familiarity

Education

Diploma or Bachelor's degree in IT

Tools

SCCM

Intune

Remote control platforms

Microsoft 365

Entra ID

Job description

OmniHire in the United Arab Emirates is seeking a skilled IT Service Desk professional to increase remote resolution and reduce field dispatch by resolving intermediate-complexity issues through remote tooling before a site visit.

You will take escalations from Tier 1, use SCCM, Intune, PowerShell and endpoint management tools, and work bilingual in English and Arabic across schools and higher education settings.