Remote Resolution Analyst - Dispatch-Avoidance Specialist

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

Job summary

Theomnihire is seeking a proactive Remote IT Support Technician in the UAE to increase remote fix rates and reduce field dispatches by resolving intermediate-complexity issues without on-site visits.

You will use SCCM, Intune and remote tooling to diagnose, deploy software, run patch remediation and prepare known faults for field engineers. Fluent in English and Arabic; diploma or degree in IT; ITIL/MD-102 preferred.

Qualifications

• Diploma or Bachelor's degree in IT or related discipline requested.
• MD-102 or equivalent certification preferred.

Responsibilities

• Take escalations from Tier 1 and attempt full remote resolution before any field dispatch is authorized.
• Use remote tooling to diagnose and fix issues remotely.
• Perform remote software deployment, patch remediation and configuration fixes.
• Conduct pre-dispatch diagnostics so field visits arrive with a known fault and the correct parts.
• Track, measure and report on dispatch avoidance rate as a KPI.
• Feed recurring remote-fixable issues into knowledge base and automation backlog.
• Assist major incident triage with rapid remote diagnostics across multiple sites.

Skills

SCCM

Intune

Remote control

Windows 10/11

Microsoft 365

Entra ID

Networking troubleshooting

PowerShell

Endpoint management

Software deployment

Analytical skills

Education

Bachelors or Diploma in IT

Tools

MD-102

ITIL Foundation

Job description

Theomnihire is seeking a proactive Remote IT Support Technician in the UAE to increase remote fix rates and reduce field dispatches by resolving intermediate-complexity issues without on-site visits.

You will use SCCM, Intune and remote tooling to diagnose, deploy software, run patch remediation and prepare known faults for field engineers. Fluent in English and Arabic; diploma or degree in IT; ITIL/MD-102 preferred.