Remote Resolution Engineer – IT Support & Dispatch Reduction

TOCUMULUS; Dubai; Remote; AED 100,000 - 145,000; Full time

Job summary

TOCUMULUS is seeking an IT support professional to join our UAE-based service desk, delivering remote resolutions before field dispatch and reducing on-site visits.

You will use SCCM/Intune, Windows 10/11, Microsoft 365 and Entra ID to diagnose, patch and configure endpoints, while supporting education-sector environments in a bilingual English/Arabic context. Weekend rotations and security vetting may apply.

Qualifications

• Experience remote support and IT tooling usage.
• Strong analytical and diagnostic discipline.
• Experience with ITSM platforms.
• Familiarity with education-sector IT environments is a plus.

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

SCCM

Intune

Remote control

Windows 10/11

Microsoft 365

Entra ID

Networking

PowerShell

Endpoint management

ITSM

Education

Diploma or Bachelor's degree in IT

MD-102

ITIL Foundation

Job description

TOCUMULUS is seeking an IT support professional to join our UAE-based service desk, delivering remote resolutions before field dispatch and reducing on-site visits.

You will use SCCM/Intune, Windows 10/11, Microsoft 365 and Entra ID to diagnose, patch and configure endpoints, while supporting education-sector environments in a bilingual English/Arabic context. Weekend rotations and security vetting may apply.